The challenge
SXSW draws massive crowds, and physical queues outside venues can quickly create issues. For Inc. Media, keeping crowds engaged while preventing a shutdown was mission critical.
- Prevent overcrowding. Organizers were worried about attendees obstructing public sidewalks, creating compliance and liability risks.
- Reduce staff workload. Long lines and crowds can quickly overwhelm event staff who are trying to manually control guest flow.
- Reduce walkouts and frustration. Event goers don’t want to waste time standing in line. Shortening these physical lines can help retain more attendees while still creating buzz.
The solution
With these challenges in mind, Inc. Media partnered with NextMe, the leading queue management and virtual waiting room solution, to eliminate these risks, keep lines short, and deliver a seamless experience for guests.
NextMe worked with Inc. Media to implement a digital check-in flow to prevent bottlenecks and ensure that their activation was a hit at SXSW:
- Virtual queuing & SMS waitlist. Guests arriving onsite were invited to join a digital waitlist via QR code or staff sign-up. Instead of waiting in a long physical line, they received SMS updates with their place in queue and estimated wait time, ensuring they could explore SXSW while staying informed.
- Branded virtual waiting room. While waiting, attendees entered a branded virtual waiting room. This gave them live updates on their status in line, event information and sponsor messaging, and a positive brand experience while reducing perceived wait times.
- Real-time staff dashboard. Inc. Media’s staff monitored the queue through NextMe’s dashboard, which allowed them to view real-time guest counts and wait times, cap the queue when it approached capacity, and ensure physical lines never spilled into public areas, keeping the activation compliant with Austin city regulations.
The results
NextMe transformed line management from a liability into an engagement opportunity. By combining SMS waitlists, virtual waiting rooms, and compliance safeguards, Inc. Media satisfied city requirements and delivered a better overall attendee experience:
- 38% increase in retention. Guests who might have otherwise walked away from a long line stayed engaged thanks to SMS updates and the virtual waiting room.
- Zero compliance issues. Physical lines remained minimal, sidewalks stayed clear, and the activation avoided the risk of being shut down by the city of Austin.
- Improved attendee experience. Guests maximized their limited time at SXSW instead of wasting it in line, creating a positive brand impression.
- Increase in staff efficiency. The NextMe waitlist gave staff real-time control and visibility into their guest flow, making line management proactive instead of reactive.
