Strategic Audio Visual Support for a Major Northeastern Bank
A leading bank institution in the Northeastern U.S. partnered with RoomReady to strategically upgrade its meeting room technology while staying within budget. The collaboration included a full facilities audit and ongoing AV support.
RoomReady provided deep, hands-on audio visual support as the foundation for this partnership, with its team tasked to:
- Conduct a comprehensive audit of 350 meeting rooms to identify all existing technology.
- Create a strategic matrix for a phased upgrade plan.
- Provide dedicated support with seven on-site and remote technicians.
- Ensure system reliability through regular “room sweeps,” incident management, and event support.
SERVICES PROVIDED
Comprehensive AV Support
AV Consulting and Room Audits
Event Support and Training
The Goal
As the bank managed its large and growing footprint, it faced critical challenges:
- Undocumented Systems: An initial audit discovered 50 video-enabled rooms that corporate IT wasn’t aware of, having been added by individual departments over time.
- Inconsistent Technology: The bank had varying technology in its rooms—some updated and some older. Its active acquisition strategy also meant it was regularly migrating new offices with disparate technology.
- Budget Constraints: With 350 rooms needing updates, the bank could not upgrade all of them at the same time due to budgetary constraints.
The bank’s goal was clear: create a strategic plan to make intentional improvements and ensure a consistent user experience in all rooms.
The Solution
RoomReady delivered a customized, support-focused solution designed to bring clarity, strategy and reliability to the bank’s entire AV ecosystem:
- Comprehensive Room Audits: RoomReady conducted a room audit of all 350 spaces, documenting the equipment type, age, and capabilities to get a full picture of the existing technology.
- Strategic Prioritization Matrix: Based on the audit, RoomReady created a prioritization matrix of which spaces should be upgraded first, allowing the bank to create a plan for intentional improvements that fit within its budget.
- Dedicated Support Technicians: A team of 7 dedicated support technicians was established, with 4 permanently assigned to major locations in Rhode Island, Connecticut, Boston and New York, and 3 providing remote support to other locations.
- Proactive Support Services: The dedicated team provides a full suite of ongoing services, including Event Support for high-profile meetings, weekly Room Sweeps to test equipment, Incident Management for in-meeting issues, and user Training.
The Results
RoomReady’s support-centric model produced exceptional outcomes for the bank:
- Strategic Upgrade Plan: The prioritization matrix provided the customer with a clear plan to make intentional facility improvements while adhering to budgetary constraints.
- Complete Technology Visibility: Provided full visibility into the bank’s AV assets, uncovering 50 previously unknown video-enabled rooms.
- Reliable Meeting Experiences: Support services like room sweeps, incident management, and event support ensure the meeting rooms perform as intended every time.
The decision to implement a dedicated support team ensures the bank’s many meeting spaces remain functional, reliable, and consistent for all users.
Key Metrics
- 1,056 Total Support Tickets: The total number of support tickets year-to-date.
- 132 Average Tickets Per Month: The average number of support tickets generated each month across all rooms.
- 0.38 Average Tickets Per Room: The average number of tickets per month on a per-room basis.
