Sunway Gala Case Study: From 7 Receptionists to 2
How Sunway Multicare Pharmacy's Business Partners Appreciation Gala went from 7 receptionists to 2 on SOURems, and why the door team shrank after year one.
Short answer. Sunway Multicare Pharmacy (Sunway SMP) has run its Business Partners Appreciation Gala on SOURems, an event management system in Malaysia, since 2024. The registration counter went from 7 receptionists in the first year to 3 in 2025, when 500+ attendees came through queue-less even at peak arrival, and to 2 in 2026. Ticketing, registration, table management and the lucky draw all ran on one system.
How to read these numbers. 2024 was already Sunway SMP's first year on SOURems. So this compares a first year with full adoption, not SOURems with another system, and it isn't a controlled test. The images on this page are illustrations, not photos of the event.
The result, year by year
Year | Receptionists | What changed |
|---|---|---|
2024 | 7 | First year on SOURems. Guests were unfamiliar with it. |
2025 | 3 | SOURems fully adopted. 500+ attendees, queue-less even at peak arrival. |
2026 | 2 | Wayfinder added, putting the venue map on each guest's phone. |
Here is how Sunway SMP described the first two years:
"We recently engaged SOURems for our Event Management System, and we were thoroughly impressed by the system. Its ease of use and intuitive design, seamless integration of every component - from Ticketing and Registration to Table Management to even lucky draw, all aspects of our event worked flawlessly together.
Working with the SOURems team was a true pleasure. Their expertise and dedication to ensuring the smooth execution of our high-profiled event is truly commendable. A heartfelt thank you to the SOURems team."
Shaw Herng, Sunway SMP
Planning a gala with a similar door? See how RSVP and check-in work on SOURems.
The Event
The Business Partners Appreciation Gala is Sunway SMP's gala dinner for its business partners. Shaw Herng calls it a "high-profiled event". At a dinner like this, the people at the door are the partners you're there to thank, so a queue is the first thing they would see.
What ran on SOURems
Registration and ticketing. Guests' tickets and the counter's check-in worked from the same records.
Table management. Tables were planned in the Layout Designer.
Lucky draw. The gala's lucky draw session ran on the same system.
Wayfinder, in 2026. A guest picks their table on the venue map and taps Get directions.
Email Campaign, WhatsApp Campaign, and more...
Why the door team shrank
Sunway SMP's explanation for 2024 is simple: guests were unfamiliar with SOURems. Our read is that a new way of arriving is new for everyone in the line, so the counter needs extra hands while guests learn it. Once the system was fully adopted in 2025, 3 receptionists were enough, even at peak arrival.
Wayfinder is the 2026 change. Our read again: when guests can look up their own table on their phone, fewer of them need the counter to tell them where to sit.
What this means for your event
Don't staff year one on the final number. Sunway SMP needed 7 receptionists in its first year. Plan your first event for guests who have never seen the system, then cut back.
Size the counter for the peak. Arrivals per minute decide how many people you need, not the total guest count. Here is the throughput maths.
Keep the door, tables and draw on one system. That gives you one guest list for the counter, the seating plan and the lucky draw.
Answer "where's my table?" before guests reach the counter. Start with a seating plan guests can look up.
Planning an annual dinner or gala? Read our annual dinner planning guide, then tell us about your event.
Frequently asked questions
How many receptionists does a 500-guest gala need?
At this gala, 3 receptionists handled 500+ attendees once SOURems was fully adopted, including at peak arrival. The same gala had 7 in its first year on the system. Your number depends on how many guests arrive at your peak and how familiar they are with your check-in.
Is 7 to 2 a comparison with another system?
No. All three years ran on SOURems. The numbers compare Sunway SMP's first year on the system with the years after it was fully adopted.
What did Sunway SMP use SOURems for?
Ticketing, registration, table management and the lucky draw, plus Wayfinder in 2026 and more...
