Strategic Account Event Logistics: How We Built Our Team Around You

By: Kim Rodgers , Director of Strategic Account Logistics

The Chinese general and strategist Sun Tzu said, “The line between disorder and order lies in logistics.” We couldn’t agree more! However, at 360DG, event logistics is about so much more than getting our ducks in a row or checking boxes — it’s about ensuring we align our holistic goals, strategies, and outcomes with those of our clients. Logistics doesn’t start and end with any single program; it’s at the core of our relationships. So, let’s dive into some frequently asked questions about our logistics capabilities and offer our unique take on how it makes a difference for our clients.

What Role Does a Logistics Team Play in a DMC?

At 360DG, our event Logistics team is part of our Strategic Account Management (SAM) department. This structure ensures that their primary goals and functions are all geared toward helping you, our clients, succeed. Maintaining strong professional relationships is what gets this team excited to come to work every day, and that’s what makes a difference in every aspect of what we do for you. Traditionally, DMCs charge sales and business development employees with account management. 360DG’s logistics team works closely with our local destination teams, supporting the onsite crew to confidently tackle challenges as one cohesive unit. This process ensures consistency while working alongside the local operations manager to deliver an exceptional program. We also work with accounting to ensure that they are structuring financials according to your needs without any surprises. In short, our logistics team’s primary directive is not to sell or increase market share, but instead to serve you in every phase of your engagement with us.

Ask Your DMC: Who is responsible for communicating and advocating for my needs across your organization?

360DG’s Answer: Our Strategic Account Logistics team will develop a strong understanding and working rapport with our SAM clients. They’ll then direct local operations and accounting teams to ensure your success and provide feedback on services rendered.

What Client Challenges Can a DMC Solve by Focusing on Logistics?

When fostering mutually beneficial relationships, consistency is critical. Particularly with strategic account clients, it can be challenging for many DMCs to see the forest for the trees. When DMCs get caught up in the details of each program without keeping their eyes on the bigger picture, things can easily fall through the cracks or miss the mark. This challenge was the genesis for reforming our SAM team and Logistics arm. Our Logistics team is responsible for intimately understanding clients’ preferences and their program goals to ensure that this is funneled through the proper channels and brought to fruition with our local destination experts. In addition to keeping the level of service and communication consistent, we also ensure uniformity in paperwork, contract terms, post-program reporting, site visits, and more.

Ask Your DMC: How can you meet my high-level goals and needs every time? 

360DG’s Answer: We have a Logistics team for that! Your high-level goals are ingrained in the planning process from start to finish.

Operations vs Logistics: What’s the Difference?

Operations and event logistics go hand-in-hand and share many responsibilities, so it’s easy to confuse or conflate the two. Both operational and logistical functions are first and foremost relationship based and client driven. The Logistics team serves as our team’s ears, listening to our client’s needs and requests and working closely with local teams to seamlessly execute the client’s vision. However, as opposed to focusing on the ‘how’ behind each program, the logistics team needs to focus on the ‘why.’ In addition to hearing what our clients say, they must read between the lines to identify what’s truly important to them, while also anticipating their needs before it’s a talking point.

Ask Your DMC: Who handles on-the-ground operations for my program? Who oversees my account’s logistics?

360DG’s Answer: Our destination’s local operations managers are your local experts; they are your ground support, ensuring every aspect of planning and producing your program goes smoothly. They work closely with our clients, vendors, and hoteliers to ensure no bow is left untied. Our SAM Logistics team members are a strategic extension of your team, thinking two steps ahead to surface new ideas and perspectives while always putting your needs first.

Our Logistics team embodies 360 Destination Group’s ‘built around you’ spirit. By removing the pressure to sell additional services or secure revenue from the account service role, we can better address your needs and focus on forging deeper partnerships. The bottom line: The logistics team focuses on more than just the bottom line. I'd love to chat with you and see how we can make a difference for you... can’t wait to get started!

This article first appeared on 360DG.com.