I have had this happen to me frequently. When this happens, I address it by logging into their contact file. This is done at the admin level (that menu at the top of the screen). Check their contact, make sure the email address is correct, and then turn their "opt out" off to opt them back in. In the case of executives, I also add their admin to the email in the CC box on the contact and when I'm sending critical emails from Cvent, I opt to include the CC address when I send. In the case of a customer, who will often have an aol or yahoo email, I confirm w their sales rep and add the sales rep as the CC person to cover myself.
Another issue we have battled is that our corporate IT marked cvent emails as spam. So make sure your IT security team hasn't done this. At my company, we had to put Cvent through an IT security vetting process that evidently happened before I joined the company and they still marked emails as spam, it's a constant issue to stay on top of.
Lastly, if you really need to, you can pull email reports to show that you sent an email and if they received it or opened it. I use click-tracking on those critical emails, not because I'm trying to get a marketing metric, but because I have had to prove that I sent an email in the past.
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Kristi White
Meetings + Events Specialist 2
Smith & Nephew, Inc.
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