Your AV Tools Are Modern – Your Support Model Should Be, Too

So, you’ve modernized your meeting rooms with Microsoft Teams. Maybe you’ve rolled out digital signage, wayfinding, new experience centers, or modernized the employee cafeteria. You may have even invested in smarter mics, better cameras, and seamless integrations across your workplace tech stack.

You’ve done all that because these mission critical tools aren’t optional anymore – they’re essential infrastructure for how your teams connect, how your business operates, and how your spaces function.  

However, for many organizations, the upgrade stopped there. AV support didn’t evolve, and, as a result, teams are still relying on reactive service models: 

• A user calls the help desk 
  
• A ticket gets logged 
  
• A technician gets dispatched

By that point, the meeting is already missed, the room abandoned, or the user fed up. 

The problem with break/fix support

The traditional break/fix approach to AV support may have sufficed five years ago, but it has become increasingly clear that it is no longer effective. In fact, sticking to this outdated model could be detrimental to your business. Here are some critical reasons why:

1. Inefficiency in Time and Resource Management

On-site repairs and emergency fixes can be time-consuming and costly. Coordinating between internal teams and external vendors creates unavoidable delays. When your most skilled team members are constantly diverted into urgent, reactive scenarios, they are unable to focus on valuable long-term enhancements that drive business success. 

2. Lack of Insight into AV Performance

When you're reacting to problems, you're always one step behind. Adapting to issues as they arise denies visibility into the functioning of various meeting rooms, the status of different systems, and the financial impact of downtimes on productivity. Without this crucial data, it’s impossible to implement effective strategies for improvement. 

3. It doesn’t scale 

Supporting a global AV estate – or even a few dozen rooms across locations – requires more than a help desk number and a technician on call. Modern AV Systems require proactive tools, actionable insights, and systems that anticipate issues and prevent them from happening in the first place. 

A smarter way to manage AV

At FORTÉ, we help organizations move from break/fix chaos to proactive control. Our Managed Services model is designed based on a structured framework that aligns with ITIL principles:

• Monitor – We use advanced tools (like our Vision monitoring platform) to proactively track system health and performance – catching small issues before they become big disruptions. 
• Manage – We apply proven service management practices to ensure your AV environment is stable, supported, and always aligned with business needs. 
• Remediate – When problems do arise, we respond with the right resources (remote or onsite) to resolve them quickly and minimize downtime. 
• Report – We provide transparent, meaningful reporting so you can understand how your systems are performing, how your support dollars are being used, and where opportunities exist to improve. 

By integrating best practices, cutting-edge technology, and a client-focused approach, we help you achieve operational excellence and maintain a competitive edge. Click each of the bullets below to review more details about our Managed Services core offerings: 

• Advanced Systems Managed Services 
• Global Services 
• Monitoring and Automation Services 
• Professional Services 
• Systems Support 

Real-world results; AV Managed Services in action

Consider the case of a multinational company known for creating some of the world’s most recognizable household products. Faced with the challenge of managing more than 750 meeting spaces using a staff of just three internal AV technicians, they sought a solution that would go beyond mere project-based assistance. They partnered with FORTÉ to implement a smarter, more scalable AV support model tailored to the complexities of their global operations. Here’s how this collaboration led to measurable improvements:

Fewer User Complaints and Support Tickets

After implementing FORTÉ Managed Services, the company saw a significant reduction in user complaints and support tickets. By transitioning to a proactive support model that uses data analytics, the company could identify and resolve potential issues before they escalated, leading to a smoother user experience.

Reduced Downtime Across Hundreds of Rooms

The new framework minimized downtime significantly. By employing advanced monitoring tools and preventive maintenance strategies, the company diminished the number of service interruptions. This ensured meetings could proceed without technical glitches, enhancing productivity across the organization. 

Renewed Confidence from Leadership and End Users

With systems running more efficiently and effectively, both leadership and end users experienced a renewed sense of confidence in their AV capabilities. Leaders noted improved operational efficiency and employee satisfaction, while end users appreciated the seamless technology that supported their collaboration efforts.

Through this real-world example, it’s evident that a strategic partnership with FORTÉ not only addresses immediate technical demands but also positions organizations for sustainable growth and innovation in their AV capabilities. 

Reactive support is no longer enough. Ready to move forward? You’ve invested in the technology. We can help you ensure it works day in and day out, room by room.  

Contact us to schedule a 30-minute conversation with our team. No pitch – just a real conversation about what it could look like to move from reactive support to a strategic, scalable model that works.