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How ArentFox Schiff scaled engagement with the ON24 services team

  • Increased registration and engagement

  • Increased confidence: White‑glove service restored trust in event delivery

Industry

Use Cases

  • Brand & thought leadership,
  • Event marketing

Number of Employees

  • 1,001-2,500

Introduction

ArentFox Schiff relies on ON24 and its services team to run its high-profile HGPII Annual Best Practices Forum — an event that demands precision, professionalism and polish. After a rocky experience with a previous vendor, the team needed a partner they could trust to deliver a seamless experience for both in-person and virtual audiences. With ON24, they gained more than just a platform — they found a collaborative team that handles last-minute changes with ease and helps optimize event performance with actionable insights. 

Problem

For 16 years, ArentFox Schiff has hosted the HGPII Annual Best Practices Forum — an all-day event built around a 60-page report curated by former Congressman Phil English, Co-Chair Government Relations Group and Oliver Spurgeon III, Senior Government Relations. Historically, the event was a polished, in-person affair with panel discussions, speakers and a strong reputation for quality. But when the pandemic forced a shift to virtual, the transition didn’t go smoothly.

That first virtual experience fell short. The external vendor hired to manage the event failed to meet expectations — delays, connectivity issues, and poor coordination undermined the experience for attendees and speakers alike. “We paid for a white glove service,” said Cathleen Wissman, Senior Marketing & Events Manager, “but it was not a white glove service experience.”

The disappointing result made one thing clear: if the team was going to continue running virtual or hybrid events, they needed a user-friendly platform and a service partner they could count on that matched their high standards.

“With ON24, we don’t have to worry — every event is managed from start to finish in a truly collaborative way. Instead of chasing deadlines, we’re working side‑by‑side with a partner who ensures everything runs smoothly.”

Laura Doyle, Senior Government Relations Director, ArentFox Schiff

Solution

Expectations were high during the team’s search for a new virtual events partner. “Obviously, we had a bad experience before with the other vendor. We felt like the bar was raised pretty high for the next year,” said Laura Doyle, Senior Government Relations Director at ArentFox Schiff.

They came across ON24 and received the white glove service they expected from the ON24 services team right from the start. The service team helps keep the annual event running smoothly, even when problems arise. According to Wissman, “Not only does the service team handle last-minute issues, but they’re always so positive about it. That’s reassuring—especially when we’ve got people breathing down our necks. It really helps to have a team that genuinely wants to support us.”

Doyle echoed that sentiment. “It’s helpful for us to not have that worry and to know that the event, from start to finish, will be handled in a way that is more collaborative. We work with ON24 rather than constantly having to push deadlines.”

The team runs their annual event as a hybrid event — getting the best of both worlds by creating an interactive experience using both a physical and virtual environment — using the ON24 platform for registration for both in-person and virtual attendees. They also rely on the platform analytics to gain insights on where they might be losing attendees during the day and what attendance looks like when transitioning from one session to the next. With this data, the team is able to work with ON24 to optimize the outcome for future events.

Having the service team every year is another plus, Doyle pointed out. “The continuity of having the same service team every year has been great. They’re really good at flagging potential problems, and they do a great job of communicating with our team.”

Partnering with ON24 has not only made a difference for this annual event, but for others within the firm. “The final product of what our clients, contacts and organizations see is such a high-end product,” explained Wissman. “We’ve used ON24 for a few other events at the firm, and there was one senator specifically that, when he wanted to do an event, he wanted it to be done through ON24 because of the event experience that ON24 is able to deliver.”

“Having the same ON24 service team year after year has been a huge advantage. They proactively flag potential issues before they become problems and keep communication clear and consistent, which gives us confidence every step of the way.”

Laura Doyle, Senior Government Relations Director, ArentFox Schiff

Results

Since switching to ON24, ArentFox Schiff has multiplied their reach for their annual best practices forum. Using the ON24 services team to host this event has instilled confidence, knowing the team will handle any last-minute changes with a smile. Furthermore, Doyle said that, because registration is set up through ON24, they have seen greater registration because it’s easier for attendees to sign up. 

When asked what advice she had for anyone thinking of using the ON24 services team, Wissman said, “My advice would be to be careful using ON24 services offering because once you do, you’ll never want to go back.”

“ON24’s service team not only handles last‑minute issues seamlessly, but they do it with positivity and professionalism. That kind of support is invaluable when the pressure is on — it’s reassuring to know we have a team that genuinely has our back.”

Cathleen Wissman, Senior Marketing & Events Manager, ArentFox Schiff

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