InsomniacHow Insomniac Events slashed lost & found wait times by over 50%

Insomniac | Airtable
  • 10+

    Festivals

  • 400K

    Record attendance

  • 6

    Countries

Insomniac Events is the production team behind some of the most innovative, immersive music festivals and events in the world. Perhaps the most famous of their events is Electric Daisy Carnival Las Vegas, the largest multi-day music festival in North America–known to host more than 400,000 guests over the course of three days.

Guest experience isn’t just pyrotechnics and lasers

Given the scale of their events, one might conclude that Insomniac’s secret sauce for success is in their ability to craft awe-inspiring, larger-than-life spectacles. But the Insomniac team knows that when you're trying to facilitate the creation of long-lasting memories, it's the small interactions that really make a difference. In an environment where large crowds of people are dancing their hearts out and losing themselves in the music, it’s almost inevitable that many people will also lose track of their stuff: a phone here; a wallet there. Insomniac spun up dedicated lost and found teams to reunite people with their lost items.

Their previous spreadsheet-based system had one major shortcoming: while they could easily catalog new items and have multiple people work on the document at the same time, finding items in their inventory log became increasingly painful. They needed to make changes to keep up—so they created a new, system in Airtable.

Our return rate has improved considerably, show after show. By being more organized, we were able to cut down wait times significantly. Right now, we’re at shows where our wait time is about 30 minutes during peak time for the most complicated items.

Camilo Barrero

Customer Experience

Workflow highlights

  • Right away, the most obvious impact came from Airtable’s select fields, which allowed them to create specific, canonical category descriptions, drastically cutting down the number of accidental duplicates and errors.
  • According to Barrero, one of the major advantages of Airtable compared to other solutions they’ve tried is the ease with which they can adjust their workflows on the fly. Recently, they have incorporated Airtable forms to improve the process for people to claim their items in-between show days and after the show ends.
  • Headliners are now able inquire about lost items from anywhere in the venue and the team can point them to the specific location to pick up their items if they were found.
  • Insomniac was able to cut lost and found wait times by more than half with their new system–meaning festival-goers spend more time enjoying the music and staffers get to go home earlier.

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