The Ultimate AV Managed Services Implementation Checklist for Corporate Campuses and Enterprise–Scale Workspaces 

While remote work is still largely an option provided by many organizations and businesses, in-person work is back and better than ever. Over half of U.S. remote-capable employees still work in a hybrid working environment, according to a poll by Gallup. Account for the additional 20% of fully onsite employees, and it’s crystal clear that having a seamless and efficient AV technology experience is crucial to keeping everyone working as normal no matter where they are. A stellar managed services team is the key to providing that kind of experience.  

For larger organizations and corporations that host in-person work, enabling their managed services team to do their best work can feel like a tall task. Whether employees are remotely connecting into meetings or using various spaces and rooms on a physical campus, it’s up to the service team to respond in a way that’s strategic, timely, and resolves issues to the satisfaction of the end user and client leadership.   

In this white paper, we’ll explore:  

• Common AV pain points and obstacles that corporate campuses and offices face.
• The building blocks of success when it comes to executing managed service initiatives.
• The data-backed benefits of a strategic AV managed services approach.

Common In-Office and On-Campus Obstacles and Pitfalls

When managing the vast scope and breadth of a large campus or office spaces, there are a variety of service pain points and disruptions that can occur. Use this section as a checklist to see if any of these common issues are plaguing the services available to your end users.

• Inefficiency and Overload: Large corporate campuses often struggle with inefficient service teams due to the overwhelming workload placed on onsite personnel. This results in slower response times and reduces overall efficiency. Additionally, IT and AV issues can coincide, but are also often different. They may require calling two different service teams as a result, especially if you haven’t found a single outsourcing partner that provides a unified solution.
• User Dissatisfaction: Frequent technology issues and delays in resolution can lead to user frustration. In many cases, support tickets are not resolved on the first attempt, leading to repeated calls and further dissatisfaction. This can lead to users using the technology less, therefore decreasing the overall ROI of the technology investments made to the office or campus.
• Outdated Training Practices and Processes: Staying current in a rapidly evolving technological landscape requires continuous upgrades and future-proofed solutions. This includes training for both users and support teams to handle new technologies effectively.
• Lack of Proactive Support: Many service teams operate reactively, addressing issues only as they arise. This approach can lead to increased downtime and preventable disruptions to collaboration.

Knowing where your current weaknesses and opportunities are enables you to plan and execute more strategically sound directives for your services team. The team should be prepared to address your specific technical issues as they arise.

The Ultimate AV Services Checklist for Corporate Campus Success

Now that you know what you need to improve, you’ll want to integrate the right building blocks for achieving your long-term goals. This checklist highlights the components necessary to build success with your service team, whether they are located in-house, or you’re working with a partner-provided solution. Depending on the size and scope of your physical working spaces, some of these may or may not apply; these solutions are not one-size-fit-all, but rather, adaptable to your specific needs and goals.  

• Proactive Support Framework: A proactive support framework is crucial for preemptively identifying and addressing potential issues before they escalate. This framework includes:
• Knowledge Base: A repository of indexed, continuously updated processes for resolving common AV system issues. This allows technicians to quickly access information they need to address problems efficiently.
• End User Training Program: A training/information resource that empowers end users to resolve common issues themselves. Immediate user training/awareness reduces the number of future support requests and downtime. Mechdyne’s Proactive Client Information Program includes follow-up emails with step-by-step instructions to help users fix simple problems, increasing their confidence and comfort with technology.
• Remote Issue Resolution: A remote service team with well-trained technicians can address problems without needing to be physically present. Remote support reduces the workload of onsite personnel and allows for quicker resolution of issues, as technicians can troubleshoot and fix problems from any location. And, it streamlines the support process by providing a unified in-person and remote solution for initial support. This, too, improves the speed and quality of service.
• Cross-Training Technicians: Rather than being specialists in one technology or service type, cross-trained technicians are equipped with a broad range of skills to handle various issues on first contact. First contact resolution which reduces the need for repeat calls. It also increases the overall efficiency of the support team.
• Tactical Resource Allocation: Given the vast physical scope of large corporate campuses and enterprise-level workspaces, effective resource allocation is crucial for covering these expansive environments. Tactical Resource Allocation software helps pinpoint the locations of specific technicians and relevant resources so their work can be prioritized and classify tasks based on importance and proximity to the issue. It also ensures timely and effective incident resolution by monitoring technician availability in real-time. As a result, technicians can easily complete tasks and navigate their working day by knowing exactly where they’re needed, in real-time.
• Data-driven Actions and Improvements: A service team should be adhering to metrics that support an organization’s goals for users and technology. An exceptional team should be reporting not just the results, but also ideas for improvement based on their findings.
• Continuous Improvement and Root Cause Analysis: Future-proofing results through continuous improvement is key to maintaining high standards of service. To achieve this, support teams should leverage root cause analysis and collect invaluable data on various incident types, sources, and resolutions. Analysis to find the root cause of issues will enable creation of training procedures to reduce incidents, not just resolutions that fix the symptoms of a deeper technology problem. Finding root causes reduces future troubleshooting, which improves response and resolution times. This will enable the service team to emphasize personalized support that focuses on the end user’s experience.
• ‘White Glove’ Services: A segment of your campus spaces or users, such as executives, may require specialized ad hoc requests that fall outside of the scope of a normal ticket resolution. Perhaps you want to fully equip a room for an in-person meeting that includes international guests, where specialized audio and transcription services are needed. Or you’re hosting a large evening event where you need to run a complex sound and visual setup alongside your planned catering efforts. A professional managed services team has the experience and attention to detail required for stellar support. White glove technicians work cohesively with your relevant resources and personnel to make each meeting and event special and efficient.

Mechdyne’s Proactive AV Managed Services for Corporate Campuses

Knowing how various details and relevant internal and external factors play into the overall efficiency and efficacy of your managed services team will set you up for far greater long-term success, even across corporate campuses and offices. At Mechdyne, we’ve seen a variety of ways in which proper strategic planning enables AV personnel to do their best work— and drive the best results— in a physical environment. In fact, we have service technicians stationed on several major campuses, including an internationally recognized energy supermajor.  Through our experiences managing these teams, we’ve been able to see benefits like:  

• Increased Operational Efficiency: By implementing proactive support frameworks and remote issue resolution, our team significantly reduces downtime and improves the overall efficacy of how tickets and requests are addressed.
• Improved User Satisfaction: Empowering users through resources like proactive client information programs, all while providing swift, effective support, leads to higher end-user satisfaction. A focus on quality customer service and continuous training paves the way for more positive interactions between end users and the support team.  At Mechdyne, we’re proud to report that our average Net Promoter Score (NPS) is 90+ has garnered not only positive feedback from end users, but also netted us contract extensions.
• Enhanced Technology Utilization: By using comprehensive, ongoing training for both users and support teams, everyone will be aware of the latest technologies and how to effectively use them in their working environments. This also empowers users and technicians alike to be ahead of the curve when it comes to technological advancements and trends.  Also, if proactive support reduces end-user fear of and/or dissatisfaction with technology, they will be more likely to use it more frequently.  Increasing technology utilization increases ROI on these investments.

Strategically Driven AV Managed Services Provide Serious Results

Mechdyne’s personalized, nimble, and adaptable AV managed services provide quality, data-driven solutions to the common challenges on corporate campuses and in enterprise-level offices— and it’s all because we’re firmly committed to providing proactive support. By adopting this same approach, you can also achieve a state of continuous improvement that provides operational efficiency, user satisfaction, and optimal utilization of technology. Whether you’re refining your in-house strategies, or looking to an outsourced partner for assistance, you’ll be able to make the data-backed decisions necessary to unify your working environment— no matter where your end users are.

About Mechdyne

At Mechdyne, our IT and AV services team is a unified technology partner focused on getting employees back to work by delivering initiatives that drive client growth. We’re here to support large-scale corporations and organizations looking to focus on unifying their IT and AV efforts in a way that produces serious results.