Project Industries: Marketing
Transforming Operations for a Leading Experiential Marketing Agency with Agentic AI
Challenges:
The inability to quickly access relevant client information and project details hampered the organization's efficiency in client and event management. The sales team was also losing potential deals.
Industry
Marketing
Solutions:
An Enterprise-Grade AI-powered Operational Assistant
Results:
70% reduction in routine information lookup workloads for sales and operations teams. A 40% reduction in the time needed to generate a client report. 75% reduction in time required to analyze project data. Sales productivity increased by 3-5%.
Location:
US
About the Client
The client is an award-winning experiential marketing company. They focus on building bold, immersive brand experiences across three core areas: experiential marketing & brand activation, event marketing & trade show services, and integrated marketing & live experiences. Approximately 3,000 people operate from eight strategic locations nationwide. The agency serves over 350 clients, including marquee Fortune 500 companies like Samsung and Google, organizing over 3,000 events annually worldwide.
The agency's rapid growth, however, created significant operational bottlenecks across their enterprise systems. Sales representatives found it complex and time-consuming to quickly find basic client contact information, past project details, and internal points of contact during time-sensitive client calls. Around 10-15 minutes were often wasted navigating multiple CRM screens, filters, and databases to derive such information.
Case Overview
Project managers also struggled to coordinate with resources across multiple simultaneous events. They often had to spend hours manually searching through various project databases to locate timelines, status updates, and resource assignments. The operations teams faced delays in event setup because they couldn't quickly locate specific inventory items, equipment, and materials across multiple warehouses and locations.
Fingent helped the client implement an enterprise-grade AI-powered operational assistant leveraging large language models (LLMs) with conversational AI capabilities. The AI solution enabled the team to quickly access client history, project data, and inventory information. A 3-5% increase in sales productivity, a 40% reduction in report generation time, and a 25% improvement in customer satisfaction through faster, more informed client responses were achieved through the solution.
CHALLENGES
Roadblocks Faced In The Existing Systems
Manual processes demanded significant time and resources.
Inability to quickly access the client history during critical sales calls.
Reduced speed. Delayed responsiveness.
The sales teams were losing potential deals.
Complex client relationship management. Slow revenue generation.
SOLUTION
Fingent’s Approach - Enterprise-grade AI-powered Operational Assistant
The enterprise-grade AI-powered operational assistant deployed a cloud-native microservices framework with API-first design patterns. This helped create a unified conversational interface layer that orchestrated data access across the agency's three core business systems: their CRM platform (containing client contact information and communication history), project management system (storing timelines, assignments, and status updates), and inventory management platform (tracking equipment, materials, and props across all locations).
The technical architecture utilizes a retrieval-augmented generation (RAG) approach that grounds AI responses in real-time enterprise data from connected systems. An intelligent query orchestration engine employs multi-step reasoning with chain-of-thought prompting. This helps decompose complex natural language queries into discrete API calls across heterogeneous data sources.
The system maintained enterprise-grade security through AD SSO, role-based access control (RBAC), and end-to-end encryption for all data transactions.
The solution helps achieve 96.4% semantic accuracy in cross-platform information synthesis and retrieval.
Advanced prompt engineering with few-shot learning examples enabled domain-specific query understanding.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
The implementation journeys involved a three-month development and integration phase, one month of testing and soft launch, plus another month to enable organization-wide rollout. The technical implementation commenced with comprehensive API discovery and schema mapping across all target systems, with REST API wrappers for standardized interfaces to legacy systems. During this period, the development team worked closely with department stakeholders to understand specific workflow requirements and ensure the natural language processing could handle industry-specific terminology and complex multi-system queries. Custom integrations were built to maintain data security and real-time synchronization across all platforms.
A controlled staging environment replicated production infrastructure for comprehensive testing with selected power users. Performance benchmarking measured query latency, throughput, and accuracy metrics using automated testing frameworks. Testing included adversarial testing for prompt injection vulnerabilities, data leakage prevention, and edge case handling. Custom and cloud native monitoring systems provided real-time observability into system performance, token consumption, and user interaction patterns. Early wins included dramatic improvements in information retrieval speed and positive feedback from pilot users who noted the intuitive nature of the natural language interface.
The full deployment phase included comprehensive change management support with self-learning materials and training videos to ensure smooth adoption across all 1,000 employees.
Ongoing support was provided throughout the rollout period to address any adoption challenges and ensure maximum utilization of the new system.
Department-specific customizations were implemented based on pilot feedback, including specialized query templates for common sales scenarios, project management workflows, and inventory searches.
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BENEFITS
Making An Impact On Client Success
The AI-powered operational assistant delivered substantial improvements in day-to-day operations across all departments. The agency achieved a 70% reduction in routine information lookup workloads for sales and operations teams. It transformed tasks that previously required navigating 5-8 different screens into simple natural language queries.
Project teams experienced a 40% reduction in time needed to generate client reports and project summaries, while operations saw a 75% reduction in time required to analyze project data and resource allocation across their 3,000 annual events. Sales productivity increased by 3-5% as representatives gained faster access to client history during critical sales calls, leading to more informed conversations and improved deal closure rates.
85% of employees started fully utilizing the AI assistant within three months of the full rollout.
The natural language interface eliminates the frustration of complex multi-system searches.
The system now handles 80% of routine information requests that were previously managed through manual system navigation.
Users can now focus on higher-value client service activities rather than administrative tasks.
Improved operational efficiency
Reduced manual efforts. Faster processes
Improved sales perfromance
Enhanced competitive advantage
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Planning Safe Excavations with Data Visualization Powered Intuitive Dashboards
Challenges:
Manual process of ticket updations, ineffective tracking, reporting, and budget planning
Industry
Utilities
Solutions:
Using Tableau and Grafana to create an intuitive dashboard for a quick overview of useful metrics
Results:
Identify critical tickets quickly, easy assessment of financial expenditure, simplified tracking and reporting
Location:
US
About the Client
In the US, "Call Before You Dig Centers" are essential intermediaries, enabling citizens to identify and mark underground utility lines before excavation. Our client company enhances this process by offering a web and mobile portal where users can register and enter locate notices for these underground utilities.
Managing extensive and sensitive data proved challenging and time-consuming for the client. To address these issues, they partnered with Fingent, seeking advanced data visualization solutions to streamline operations and enhance decision-making.
Case Overview
Our client provides a web and mobile portal for registering locate notices for underground utilities, which are verified and forwarded to facility operators. Managing extensive data, follow-up actions, and updating ticket statuses presented significant complexities.
Fingent implemented intuitive dashboards using Tableau and Grafana for advanced data visualization. These dashboards offer quick access to crucial metrics, empowering client staff, users, and excavators with actionable insights. This enhancement improved efficiency and fostered better collaboration among all stakeholders.
CHALLENGES
Roadblocks Faced in the Existing System
Managing vast amounts of data became increasingly burdensome.
Extracting meaningful insights from large volumes of data proved challenging.
Lack of quick access to essential information, which hampered decision-making.
Ineffective processes led to delays in ticket approvals.
Tracking financial expenditures related to operations was challenging and inefficient.
SOLUTION
Fingent's Solution: Data Analytics and Visualization Dashboards
Fingent created multiple intuitive dashboards using Tableau and Graffana that gave a quick view of useful metrics for client staff, users, and excavators to be more productive, on track, and efficient with easy collaboration.
Overview of the member's live ticket and historic ticket statuses
Overview of the organization’s total budget, total spend, remaining budget, and budget spend percentage
Overview of the different operators, operating services, and operator types involved.
Insights that help the client to plan budgets better, track and identify tickets effectively, and generate reports faster.
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SOLUTION BENEFITS
Making an Impact on Client Success
Fingent empowered the client by leveraging advanced data analytics and visualization tools to transform their operational efficiency in managing locate notices for underground utilities. Through the strategic implementation of map-based visualizations, financial expenditure assessments, and real-time data utilization, Fingent enabled the client to make informed decisions swiftly.
Map-based visualization of ticket patterns in the entire state of South Carolina
Financial expenditure assessment from budget vs spent data
Effective utilization of data to make timely and accurate decisions
Quick identification of critical and urgent tickets to avoid delays and major damages
Quick identification of top geographies with pending excavation requests
Intuitive Dashboards
Financial Expenditure
Assessment
Timely Decision-making
Critical Ticket Identification
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Customized CRM Solution for Reshaping Experiential Marketing
Challenges:
Reliance on disparate systems, lack of automation, limited process efficiency, ineffective data management
Industry
Marketing
Solutions:
Implemented a customized CRM solution and a project management tool tailored to their unique workflow
Results:
Achieved significant improvements in overall efficiency, enhanced business visibility, real-time tracking capabilities, and improved interdepartmental collaboration
Location:
US
About the Client
Impact XM is a distinguished experiential marketing agency based in the US with over 50 years of industry expertise. Specializing in strategically driven and creatively focused marketing solutions, they enable both B2B and B2C companies to make a significant impact in the market through intuitive and engaging events, meetings, conferences, exhibits, and more.
In response to rapid market changes and organizational dynamics, Impact XM sought a capable technology partner to implement cutting-edge solutions to enhance operational effectiveness and meet evolving market demands.
Case Overview
Impact XM faced significant operational challenges following a merger, managing disparate project systems and accounting platforms through a complex integration. This limited their operational efficiency and growth potential.
Fingent recommended a customized CRM solution and a project management tool designed specifically to meet Impact XM's distinct needs. By automating critical tasks, enhancing collaboration, and optimizing technology utilization, the solution empowered the company’s performance and operational agility.
CHALLENGES
Roadblocks Faced in the Existing System
Operating with complex and highly fragmented departments that relied on disparate systems.
Reliance on Zoho CRM, with integration issues in handling multiple currencies.
Lack of automation across systems and process redundancy within workflows.
Increased overhead costs due to operational inefficiencies.
Technology scalability limitations.
SOLUTION
Fingent's Approach: Customized CRM Solution
Customized CRM Solution tailored to Impact XM's specific workflow requirements
Bespoke Project Management Tool designed for seamless integration with existing Microsoft tools
Integration of Microsoft tools for unified business process management
Minimization of maintenance costs through a consolidated and integrated platform
Automation of critical tasks to enhance operational efficiency
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BENEFITS
Making an Impact on Client Success
Fingent played a pivotal role in transforming Impact XM's operational landscape by delivering a tailored, integrated software solution. By addressing the complexities of their disparate systems and enhancing overall efficiency, Fingent enabled Impact XM to leverage cutting-edge technologies effectively. This custom platform not only streamlined their business processes but also fostered enhanced collaboration, real-time tracking, and data management capabilities.
Enhanced capabilities and decision-making through an integrated platform
Improved technology utilization and reduction in maintenance costs
Elimination of system inefficiencies and enhancement of application effectiveness
Seamless integration with existing Microsoft systems for hassle-free transition
Minimized manual efforts, errors, and time wastage for increased productivity
Centralized data management
Real-time tracking capabilities
Reduction in maintenance costs
Minimized manual efforts and errors
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