Two custom mobile apps, one workflow, a ticket in seconds.
A downtown convention center
A major downtown convention center runs on constant event churn — every room a different client, every day a different setup, and audio-visual problems that have to be solved now. When a projector fails mid-event, the person next to it needs a straight line to AV staff, and leadership needs a record. Two groups needed that from two sides — the venue's own production teams, and the event clients renting the space.
The problem: support requests with no straight line
- Reporting a problem meant finding a person — a failing projector or dead audio channel had no structured path to the AV team, just tracking someone down and describing the room from memory.
- No timestamps, no audit trail — when something broke, there was no consistent record of when it was reported or how fast it was handled.
- Event clients had no self-serve way to ask for help — just the front-of-house scramble, which reflects on the venue every time.
- The venue's brand stopped at the door — any ad-hoc request process felt like plumbing, not the hospitality the venue sells.
What we built
Two mirrored custom mobile apps over one workflow — one for the venue's teams, one for its clients.
- An internal ticketing app for production teams. Staff scan a QR code and file a ticket that routes straight to leadership — every submission carrying timestamps and a full audit trail.
- A client-facing mobile app, deployed and live. Event clients find a QR code in their room, scan it, and submit a request that pings the AV team directly.
- Attach a photo of the problem — snap a picture of the broken gear so the AV team arrives already knowing what they're walking into.
- The right path, chosen at the door — requests route down the correct track, technical AV versus event and sales, so they land with the team that can act.
- A confirmation the moment it's sent, so the person who reported the problem knows it's in the system and moving.
- Both apps wear the venue's identity, so the support experience feels like the venue, not a generic form.
The results
- Two custom mobile apps, one workflow — the venue's production teams and its event clients report through the same underlying system, from the two sides that both needed a straight line.
- Every request timestamped and audit-trailed, so leadership manages support from a record instead of hearsay.
- A broken projector becomes a routed, photo-attached ticket in seconds — scanned from the room, landing with the AV team already knowing the room and the problem.
- The client-facing app went live — event clients get a self-serve channel that reflects the venue's brand, turning a front-of-house scramble into a scan.
Why it worked
Support inside a busy venue fails on the seams — the gap between the person with the problem and the person who can fix it. This closed the seam from both directions: the venue's teams and its paying clients file into the same tracked workflow, from a QR code already in the room, with a photo and a route attached. The audit trail turned firefighting into something leadership can see and manage.
This is the install. Put the straight line in the room, route it to the right team, and log every second of it.
Start your intake