Events
How Clearcraft Helped Super Dispatch Pull Off Their First Customer Summit… in Cancún!
Event:
Super Dispatch Broker Summit
Location:
Atelier Playa Mujeres
Timeline:
14 weeks from intros to event day
Time for reinforcement
When we first met in mid-July, 2025, Super Dispatch told the Clearcraft team they were looking for communications and logistics support for the company’s first big, self-hosted event, the Super Dispatch Broker Summit. They’d be bringing together VIP customers and prospects from the U.S. and Europe for a three-day Summit in Cancún, Mexico.
The stretch goal for attendance was to get 80 VIPs onsite at the beautiful Atelier Playa Mujeres. But with 14 weeks to go, just 9 guests out of about 30 “yes’s” had actually confirmed their travel plans.
“This was my first major event to plan, and I was already stretched thin with everything on my plate. The logistics layer felt genuinely impossible to take on at the level of detail the event demanded.”
-Emilie Carell, Growth Marketing Specialist, Super Dispatch
Clearcraft signed on with Super Dispatch to hit three key targets:
- Solidify travel details with all registered guests.
- Finalize the rooming list with the hotel’s Group Reservations team.
- Coordinate arrival and departure airport transfers for all guests.
We knew the list of registrants was going to grow. To make attending an easy decision, Super Dispatch was paying for two nights at the hotel for one VIP from each company, and reimbursing their airfare up to $1,000. Plus, guests could choose to extend their stay 3 days before or after the event and still get the group discount.
It was clear that a successful event would depend on persistent, positive guest communications; clear coordination between teams and vendors; and our real-time problem-solving skills in the final run-up to the event.
How we hit our primary targets (plus a couple more)
Tracking, talking and chasing.
Where else to start when you’ve got to centralize data: we built a project tracker to be the team’s source of truth. Registrant names and emails were coming from Eventbrite, but flight details, plus-one information, dietary restrictions and preferences for extracurricular events (more on that later) had to be provided separately via SurveyMonkey. Bringing it all together created a simple, shared record and a built-in agenda for progress updates. Plus, it helped us reformat data so that handing it off to partners would be easier later on.
The first eight weeks and 80% of the invite list came together smoothly. Then, as the event got closer, having a shared progress record and close communications with Super Dispatch (weekly chats and a Slack channel) helped us prioritize urgent outreach. For the last ~10-20% of registered guests without confirmed travel, we followed up relentlessly. In many cases we ultimately had to skip the survey and collected critical info via text or on phone calls.
Why? We understood that the big objective here was to drive attendance. A little bit of sales had to get mixed in with the logistics work. We’re confident our effort to email, call, text and stay on top of tentative guests ultimately pulled some from “maybe not” to “Mexico!” And though we didn’t quite hit Super Dispatch’s stretch goal, almost 70% of all invited guests wound up attending.
For an inaugural event that required international travel, we view that as a smashing success. But the story doesn’t end there – now it was time to finalize with our vendors so guests had a smooth experience from arrival to departure.
Creating a branded vacation experience.
With all our guests’ travel details confirmed, we had to get the hotel and ground transfer crews the details they needed.
The excellent team at Tropical Incentives facilitated ground transfers. If you’ve ever had the privilege of flying into Cancún, you’ll know that the Arrivals terminal can be a bit chaotic. Rental agencies, adventure planners and trays of tequila shots compete loudly for your attention, but most travelers will meet taxis and drivers-for-hire outside the terminal.
We provided Tropical Incentives with a detailed flight manifest for every guest and their plus-ones. In return, they provided us with a traveler guide, including a detailed map of the route guests should take through the airport terminal, past distractions, and out to their waiting van.
Since the hotel provided their rooming list format at the project outset, we expected finalizing reservations would be straightforward. However, because guests had the option to extend their stay beyond the two nights Super Dispatch covered, the hotel team split extended reservations by billing type: one reservation under the group dates, and a second reservation for the extended dates.
Unfortunately, because of this formatting choice, guests who extended their stay only received reservation confirmations for the nights they were paying, and not for the two nights reserved for the Summit. And though we provided email addresses for all guests, those who were only staying the two nights of the Summit received no confirmation at all – those emails went to Super Dispatch.
It was time for those real-time problem-solving skills to kick in.
Solving problems in real time.
We received the first alert from a slightly confused guest around 8:30 a.m., ten days ahead of the event. By 1pm, Clearcraft had built a custom HTML email template and provided instructions for the Super Dispatch team to upload to HubSpot, create custom properties for critical event info, test and send.
Every guest then received a personalized, Super Dispatch-branded confirmation showing their entire stay. For good measure, we included another link to Tropical Incentives’ traveler guide, too.
These unanticipated emails worked so well, we repeated the process to give guests a reminder about check-out and departure procedures. Though van drivers had given guests a business card with their anticipated pickup time written on it, we sent backup email reminders the day before the Summit ended with the hotel’s checkout time and the 3-hour van pickup window reminder, just to be sure.
“The timing could not have been more critical, those last-minute emails were truly a lifesaver. The templates themselves were extremely easy to use, and the “ahead of stay” confirmation messages were well-received by guests. Beyond solving an immediate problem, it gave me a new (and very helpful) skill set for future communications in HubSpot.”
-Emilie Carell, Growth Marketing Specialist, Super Dispatch
Delivering a high-end serice
Our goal as an agency is to be a partner in execution, not a resource that must be closely managed. It was meaningful to hear that ethos reflected in our client’s perspective of how we work: “The Clearcraft team’s willingness to jump in directly with the resort, third-party excursion vendors, and our transportation partner was a game changer. You didn’t just execute tasks; you anticipated gaps, proposed solutions, and kept everything moving.”
On top of deeply thoughtful programming, an incredible venue and a truly unique networking opportunity, the Super Dispatch team also wanted to give their guests a true Cancún vacation by offering either a golf outing or catamaran ride. The Clearcraft team helped coordinate, negotiate pricing and finalize guest lists for these excursions, which really made the Summit a unique, incredibly high-end experience.
That may be why our two teams worked so well together through this project – like Super Dispatch, Clearcraft is committed to delivering a high-end experience for our customers. We want to not only meet the goals, but find ways to exceed them and our clients’ expectations for agency support. A great partner shouldn’t need to be closely managed; great agencies manage the joint team to success.
Clearcraft is the kind of partner that makes an event feel bigger, more polished, and more supported than your internal team could ever manage on its own. Matt and Rikki were not only exceptionally skilled and organized, they were genuinely great humans to work with – calm, collaborative, solutions-oriented, and always willing to jump in. They made an enormous, complex event feel manageable, and the end result showed it.
Emilie Carell, Growth Marketing Specialist, Super Dispatch