Can your organization benefit from AV managed services?

A powerful tool to maximize ROI

Your AV infrastructure is a business-critical component of your organization. But the technology comes at a cost, and your ROI will correspond directly to the degree to which you manage and support it. These days, a growing number of organizations are taking advantage of AV managed services offerings to maximize uptime and provide the best possible user experience without expending valuable internal resources on service and support. Managed Services offerings differ from traditional service plans, which are typically break-fix models that are largely reactive vs. proactive in nature. To gain a better understanding of AV managed services and whether they make sense for your organization, let’s explore the chief features of such an offering.

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Pro-Active Monitoring

Detect issues before they become problems

Most AV service plans are reactive in nature. Sure, they may include once- or twice-yearly “checkups” by your AV integrator, but for the most part they are agreements to fix or replace gear that malfunctions during a given period. Today’s managed services offerings proactively monitor all connected devices in your AV infrastructure by testing and retesting them remotely to ensure your system is ready when you need it. When a performance issue is detected, a service and support team is alerted immediately. This “heads up” allows them time to remediate the issue well before a big meeting or conference, when failure isn’t an option. Depending on the nature of a managed services plan, remote issue remediation – not just detection – may be included in the scope of services.

Live remote support

Get expert help on demand

Beyond early detection of system issues, many managed services offerings are structured so that remote CX engineers and technicians are available to offer assistance in the moment. As an example, ClearTech Connect AV Managed Services places a QR code prominently in every AV environment. If a user discovers an equipment failure – or simply needs assistance in operating the system – he or she simply scans the QR code with their phone and is connected to a specialist who knows their equipment and can talk the user through what- ever needs to be done to get full use out of their AV solution. This feature is typi- cally available during business hours only.

On-site support

Because not every issue can be resolved remotely

When an issue cannot be remediated over the network, a fully equipped managed services provider will always have the ability to address the problem onsite with the expertise and equipment necessary to ensure communication continuity. Here is an area where various levels of service may be offered. Some agreements promise an on-site visit within a cer- tain number of hours; others commit to having someone on premises within a certain number of days.

Maintenance Checks and Updates

An essential feature to optimize performance

It can be difficult for an organization to keep track of all the equipment that makes up their AV infrastructure. From cameras and displays to microphones, speakers, control systems and networking components, most every piece of equipment has a maintenance schedule, and many are subject to periodic updates to software and firmware. Staying on top of these requirements is critical to the proper functioning and overall longevity of your infrastructure, and your managed services provider is ideally suited to shoulder this responsibility.

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Reporting

Much more than an ancillary benefit

Most customers of managed services focus on the value of keeping their AV infrastructure in optimal working order. But the very same technology that monitors and manages the health of your equipment also provides valuable data & analytics on how and when the equipment is being used. A top-tier managed services provider will organize this information for their customer, often making it available in a single on-screen dashboard. Reporting offers a number of benefits related to operational efficiency, technology planning, security, scalability and much more. Just one example: You may have an expensive piece of equipment that you believe is necessary, but reporting data may indicate that it is hardly ever used. Knowing that, you can direct your AV dollars where they will actually have an impact on productivity.

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Is a Managed Services plan right for my organization?

The benefits of a Managed Services offering are undeniable. In addition to driving operational efficiency, it can reduce costs, improve the user experience, enhance infrastructure security, guide technology planning, and maintain business continuity. Ask anyone who has suffered an equipment failure right before an important meeting and they may well tell you that their subsequent investment in managed services was well worth it.

It is possible, however, that the nature of your organization is such that managed services are not appropriate. For example, you may already have a strong in-house team of AV professionals who have developed an effective monitoring system. Or perhaps you operate under strict compliance or security requirements that prevent you from outsourcing to third-party providers (Note, however that the leading managed services technologies are designed to protect network security).

One thing is true for all AV users: Managed services are an option worth investigating. The effort spent evaluating whether they align with your needs, budget, goals and individual circumstances pales in comparison to the potential benefits managed services can confer. Consequently, it’s in your interest to speak today with a qualified managed services provider who can lay out your options to maximize ROI from your AV infrastructure.