A trusted partner was required who could scope, design, deliver, and support the solution to achieve these goals. A partner highly experienced in Project Managing, delivering, and supporting bespoke and complex digital AV solutions internationally – and with highly responsive service levels through total remote management backed up by fully inclusive onsite care.
The scalable solution could be installed in 1 room, multiple rooms and in numerous global locations, a solution that could be used and supported both in-person and remotely.
Ground Support Labs are experts in delivering and scaling technology for global brands and corporations with over 50 years of combined experience in recommending, building, deploying, and supporting various types of technologies in multiple sectors.
We understood the nature of the businesses Customer Experience Centre’s and Customer Showcases, and the importance of attaining the highest levels of operational availability through a deep understanding of the deployed technologies combined with a true partnership approach with the customer.
We further understood the role of the Customer Sales & Showcase teams and how to work with them in a highly responsive manner at 1st and 2nd line support to achieve lightning-fast workarounds or fixes to reduce the impact of technology problems on customer demonstrations as much as possible.
We understood the importance of having an intimate knowledge of the systems, configurations and capabilities of the technologies that are used in the Centre’s.
We understood the importance of tracking performance of the rooms and the operational performance of the technologies and providing accurate reports and dashboards showing both incidents and recurring problems that require a permanent corrective action.
To provide the highest levels of support for the customer team, we formed an integration between the AV Control Systems and our Service NOC to provide an effective, reportable, Self-Help Portal for the Customer team and to provide an online knowledge base and service hub to make help requests simple, effective, and fast.