Support – it’s a service every organization wants from their A/V integrator, but one not everyone receives. While your integrator may claim to offer a plethora of support options after an install, are they delivering truly flexible and helpful services you can count on? Consider this – you’re in an important town hall meeting, connected with executives from around the world, and all of the sudden your video infrastructure crashes. Who do you call? You should ideally be working with an A/V integrator who can not only provide prompt support when issues like this arise, but who can also monitor and manage your systems to proactively prevent such occurrences. Here are four ways we think A/V integrators should support their customers.
1. Around-the-clock Help Desk
As much as we love A/V technology, it’s inevitable that issues with video endpoints, displays and even control and scheduling systems will arise from time to time. That’s why we are firm believers in around-the-clock Help Desk support, helping customers address issues in real time. Most Help Desk support can usually be conducted over the phone, whether it’s an issue with A/V equipment, video infrastructure or other assets. Keep in mind that your integrator’s Help Desk staff should be fully trained and certified with all major A/V manufacturers, so you can rest assured you are getting expert guidance and advice.
2. Remote Monitoring & Proactive Management Services
Management of audio visual and video conferencing solutions can drag down your team – especially IT departments. With remote monitoring and management services, you shift the responsibility of managing your video and A/V network to your integrator, ultimately saving you from the drama and hassle associated with dropped calls, faulty equipment, troubleshooting and unproductive meetings. At AGT, we provide in-call performance statistics, reporting capabilities, fault management, asset information, historical call quality statistics and more – ensuring our clients’ systems run smoothly at all times.
3. Routine Maintenance
Maintenance is often overlooked as an essential part of customer care, but it’s one of the most important pieces of the support puzzle. Maintaining your A/V assets and replacing infrastructure that is end of life will help ensure your rooms not only run smoothly, but are also future-ready. Your A/V integrator should suggest reliable upgrades and maintenance to your systems on a regular basis.
4. Onsite Personnel & Staff Augmentation
Large organizations that need assistance managing several campuses and A/V environments should consider onsite support and staff augmentation to meet their needs. Whether it’s one individual or a dedicated team, onsite support allows your teams to focus on core initiatives and responsibilities. Onsite service and support professionals, such as Project Managers and A/V Technicians, are readily available when issues arise.
Have other ways A/V integrators should support their customers? Let us know below!