Behind the Wins: RefTech's Margaret Reeves on Triple Award Success

General Achievement & Awards

RefTech has won 'Best Registration' at the EN Supplier Awards three years in a row. How does it feel to achieve such consistent recognition in a highly competitive industry?

We're absolutely over the moon! Winning once is a fantastic achievement, but taking home the award three years in a row is a real testament to our team's dedication and hard work. It shows that our success isn't just a one-off, we're consistently delivering. We're always looking for ways to evolve our technology, improve our services, and stay ahead of the changing needs of the industry.

To what do you attribute your success?

Our success comes from our commitment to constant innovation. Event organisers' needs are always evolving, so we ensure that our technology evolves alongside them. We don't just keep up with industry demands - we anticipate them.

What do you believe sets RefTech apart from other registration and badging suppliers in the industry?

Honesty and integrity are at the core of everything we do. We build long-term relationships with our clients rather than chasing short-term gains. Our customer service is second to none, and we have a genuine interest in ensuring our clients' success. Many of our partnerships have lasted for years, and some for decades because we're not just suppliers - we're trusted partners.

How has winning these awards impacted your business - both internally with your team and externally with clients and partners?

Winning these awards has significantly increased our presence in the industry. It has placed us at the forefront of conversations and boosted our brand awareness. Externally, we've received a lot of recognition and praise from our peers, which is invaluable. Internally, it's a massive morale boost for the team, confirming that their hard work is truly making an impact and confirming that they are brilliant at what they do!

Innovation & Technology

Innovation is a core part of RefTech's ethos. Could you talk us through how the PrintPod evolved from the original ScanPod? What inspired these developments?

Both the ScanPod and PrintPod were born out of the challenges presented by COVID-19. The ScanPod came first, it was initially designed to be placed at the entrance of venues to provide a contactless reg process instead of traditional manned points. Building on that concept, we developed the PrintPod, which allowed attendees to print their badges on demand and contact-free when they arrived at an event. These innovations were designed to make event entry smoother, safer, and more efficient.

One of the standout features of the PrintPod is its ability to prevent duplicate badges and unauthorised access. How critical is this to event organisers, and what feedback have you received from clients on this feature?

This feature is essential for revenue protection and security. Duplicate badges and unauthorised access can lead to financial losses for organisers, as well as logistical and security challenges. We've received fantastic feedback from clients, especially from events like Credit Week which is a paid for event, so preventing unauthorised access was a key concern.

RefTech's Neo software uses IoT protocols and real-time syncing. How important is real-time data in event registration, and how does it enhance the overall experience for both organisers and attendees?

Real-time data is crucial for a seamless onsite registration experience. Neo ensures that registration is always open and synchronised, which is vital as many attendees now register at the last minute or even onsite. This flexibility allows organisers to manage their events smoothly without worrying about delays or discrepancies in data.

Reliability & Client Trust

You often highlight the importance of reliability. What steps does RefTech take to ensure that your technology and services are always dependable at events?

Our reliability starts with rigorous testing and preparation. Before every event, our operations team sets up and tests all equipment, from badge printing to scanning and data synchronisation. We also continuously update our servers and software to ensure everything runs smoothly. Our development team is always on hand before and during events to provide immediate support if needed. This thorough preparation ensures everything works as expected on the day.

ISO 27001:2022 certification is a big milestone. How has this helped reinforce client trust in your services?

We were the first event registration and badging company to achieve the Information Security Management (ISO/IEC 27001) certification and we celebrate ten years of ISO certification this year.

This certification is a stamp of quality and security, and it has become increasingly important in recent years. More companies are prioritising data security and are requiring their suppliers to meet strict compliance standards. The updated ISO 27001:2022 gives our clients confidence that we handle their data with the highest level of security. It also simplifies the procurement process, as many supplier security questionnaires are automatically satisfied by our certification.

How do you maintain such strong relationships with your clients, and how much does their feedback influence your product development?

We listen. Customer service is at the heart of what we do, and we have a proactive approach to client relationships. Our team is strong and well-established, which helps us nurture long-term partnerships. Client feedback directly influences our product development—we take their wish lists seriously and work closely with our development team to bring useful innovations to life.

Team & Company Culture

These awards are often the result of a team effort. How do you create a culture of innovation and excellence at RefTech?

We encourage innovation through open communication and collaboration. We hold strategy days and huddles where the team can share ideas and discuss what's possible. Our development team is always exploring new ways to improve our services, based on both industry trends and direct client feedback. We're constantly in tune with what event organisers need, ensuring that our innovations deliver real value.

You're also Living Wage accredited, which is relatively rare in this sector. Why was it important for you to pursue this accreditation, and how does it fit with RefTech's values?

It's a cliché, but our people really are our greatest asset, and it's important to us that they feel valued. The Living Wage accreditation is a reflection of our commitment to looking after our team. We believe that fair pay leads to a motivated, engaged workforce, which in turn helps us deliver the best possible service to our clients.

Looking Ahead

With such a strong track record, what's next for RefTech? Are there any new products, services, or innovations on the horizon that you're particularly excited about?

We launched ScanPod Mobile at Confex, which gives event organisers even more flexibility in managing registration and session scanning, so we are keen to promote this new service to organisers.

You've mentioned plans for a DIY registration and badging service for organisers. Could you tell us more about this initiative and how you see it helping event organisers?

We're still finalising the details, but the goal is to give organisers a cost-effective and user-friendly way to manage registration themselves. This will be particularly beneficial for smaller events or organisers who want more control over their processes without relying on third-party providers.

Where do you see the future of event registration heading, and how is RefTech preparing to stay ahead of the curve?

Despite all the talk about AI and tech innovation, the core needs of event registration haven't really changed much over the past twenty years. Organisers want registration to be fast, seamless, and reliable. The key is making the process as smooth as possible while ensuring security and sustainability. We continue to innovate with these principles in mind, always focusing on what organisers truly need rather than just what's technologically possible.

Wrap-Up

Finally, what advice would you give to other companies looking to innovate and build long-term success in the event industry?

Focus on relationships. This industry thrives on collaboration, not competition. It's easy to undercut prices, but true success comes from building trust, maintaining ethical practices, and positioning yourself as a specialist in your field. Long-term success is built on integrity, reliability, and a commitment to best practices.