Digitising the events journey, from registration to invoicing
In brief
A semi-public organisation in the construction sector runs a large number of professional events for its members: training sessions, seminars and networking events. Registration, post-event invoicing, no-show fees and attendance tracking were all handled manually at every step.
The challenge
Every step of the journey relied on a separate manual intervention, increasing both the risk of errors and processing time. An online registration was not automatically linked to invoicing. An unreported no-show did not consistently trigger a fee. On-site attendance tracking remained disconnected from the rest of the system. The volume of events made this workload increasingly difficult for the organising team to absorb.
The approach
The project started with a complete mapping of the journey, from online registration through to final invoicing, including cancellations and attendance tracking. On that basis, external providers were selected, briefed and guided through detailed user stories covering every step: registration and cancellation pages on the website, post-event invoicing logic, application of no-show fees and recording of actual attendance.
The project required coordination across several providers and systems at the same time: the website in Umbraco, Dynamics CRM for member data and Odoo for invoicing. Each provider had to deliver its part in the right order so as not to block the others, which required regular alignment throughout the project.
Every delivery was tested and validated before going live, with particular attention to edge cases: a late cancellation, an attendance record that was missing, or an invoice that needed to be corrected afterwards.
The result
The events journey is now fully digitised, from registration through to invoicing. The manual administrative workload has dropped significantly, invoicing consistently reflects actual attendance, and no-show fees are applied consistently without manual intervention for each event.
What this shows
This project shows the value of mapping the full journey before digitising it step by step. Managing several external providers at the same time with precise user stories and regular alignment, rather than letting each one move forward independently. And systematically testing edge cases, not just the standard scenario.
Digitising a journey also means understanding what happens between the systems. If your team still handles registrations, invoices, cancellations or attendance manually, let's start by mapping the real journey.