Electrosonic made its name with its audiovisual solutions, but it also backs its solutions with managed services to support them.
“Service used to be viewed as really an afterthought of supporting the client. You’d go and do the integration, figure out what they wanted from an SLA standpoint and do the service from there,” said Todd Miller, Electrosonic’s Director of Service Sales. “Today, it’s really a fully offered package where we’re offering the service as a built-in portion of the actual integration, itself.”
The main parts of that package are Affinity, Panorama and Vista, with each giving customers a different component of support. Affinity helps maintain system functionality and uptime, taking issues out of house and making sure those keeping the products running are the ones most familiar with how they work.
“If you don’t have the proper managed service package in place, it puts a strain on the relationship between the integrator, the product manufacturers and the client across the board,” Miller said. “We really connect the dots between AV and IT as an integrator and we connect the clients’ internal divisions, as well.”
Panorama is another proactive method, allowing for remote monitoring of systems to reduce downtime and be able to solve a problem quickly when one occurs.
Vista helps support the migration of on-site video conferencing systems to the cloud and also helps build digital infrastructure for the new hosted cloud video solution.
“We spend a lot of our time thinking about these things and trying to solve customers’ problems,” said Graham Baker, the Technical Solutions Manager for Electrosonic. “Vista is about videoconference, primarily, but there’s a lot of things going on under the hood that support some of the needs of the client that are not immediately obvious.”
That includes solving problems with how to join meetings, integrating the call with facilities in different meeting rooms or even different offices entirely and making the call seamless without a complicated login or invite code process.
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