Tech Talk: Finding the Right Registration Vendor

Things to look for and questions to ask when seeking an online registration services provider.

By Sarah McNeely

Registration services providers use specialized software to manage information received from registration websites. So one of the first considerations in your search is to understand what kind of software is being used by a vendor. Software can be proprietary or licensed from the company that created it.

A smart meeting planner will ask questions about how the software manages and stores registrants’ information, and how the planner will be able to access it. Is it web-based? Can information be accessed remotely? A hands-on planner might want high-level access to make changes, generate reports, and access information at their convenience. If this describes you, choose a registration services provider who can provide access to you and is willing to show you how to use the software. Conversely, a planner who wants to be relatively hands-off in the management of their event’s information should choose a registration services provider they can depend on to generate reports and communicate important information at a reasonable cost.

Your choice of registration services provider will also depend on your organization’s own design capabilities. Creative website design is typically more costly than other elements of online registration. Find out if you are able to supply the registration services provider with your organization’s logos and graphics. If you are an independent planner or your organization does not employ a designer, choose a registration services provider who has design capabilities. You can always ask to see registration websites created for other clients to get a sense of the type of work they do, as well as the functionality of the sites they build.

Customer Service, Cost
Possibly the most important element to consider when shopping around for a registration services provider is customer service. When registrants have problems registering, who will they talk to? How quickly will they be helped? The registration services provider you choose should be able to field phone calls, answer e-mails, and receive faxes from registrants, and respond to all enquiries in a timely manner. Will your meeting have a dedicated phone line? How will the phone be answered? Choose a registration services provider who will offer the highest level of customer service-registrants will appreciate it, and it will reflect well on you.

Another factor is cost, of course. Don’t be afraid to compare prices. Find out how the companies assess costs; some bill hourly, some work on a project basis, and some bill by the number of registrants. It is critical to calculate what your costs will be! Providers who own their registration software may be able to charge less, as they don’t have to recoup their licensing fees. Design work is typically more costly than regular maintenance or customer service, though it is important to find out if customer services costs vary. For example, some registration services providers charge more to receive a fax than a phone call or e-mail because of printing costs.

Most importantly, make sure that you can get the information you need-reports, updates, and special
requests-quickly, conveniently, and at a reasonable cost.

Taking your time and asking the right questions when shopping around for a registration services provider will ensure that your participants will have a good experience registering for your event, and you will have a good experience managing it.