Case Study: Founders Entertainment achieves 99.5% response rate on 10,000+ messages with Falcon.io

Crowd-Pleasing Social Customer Service With Founders Entertainment

Founders Entertainment, the promoter behind New York’s Governors Ball and The Meadows, creates large-scale live music experiences but faced a major customer-service challenge: a seven-person social team had to manage thousands of incoming messages across a three-day festival with 150,000+ attendees, while maintaining a consistent tone, prioritizing and routing queries, and tracking conversation history—capabilities their previous tools lacked.

By adopting Falcon’s platform (Engage inbox, feeds, profile cards and templates), the team tracked and routed messages in real time, handled 10,000+ message responses and 84,000 mentions, and hit a 99.5% service target rate. The result was faster, on‑brand replies, quicker issue escalation to staff, fewer social media problems and a smoother attendee experience that helps drive future ticket sales.

Founders Entertainment

Caroline Clanton-Calnan

Marketing Coordinator