The 4 Must-Haves in a Support Partner
As organizations return to the office, the need for meeting room support is greater than ever. Why? Well first off, technology systems have been idle, so they likely need some updating and general fine-tuning to get them back into working shape.
Plus, end-user expectations have changed. Video is now the go-to form of communication. Because of that, there’s a greater reliance on room and tech support teams as new and unusual issues arise. And that’s if you still have support. Let’s not forget that many of us have been out of the office for 18 months now, so it’s entirely possible your existing support agreement has lapsed.
With all these variables at play, now is the time to consider whether a support partner is right for your organization. If so, here are the 4 “must-haves” to look for with your next support partner.
1. Conducts Preventative Maintenance
Anyone can fix a problem, but not everyone can find it. You want to make sure that your support partner isn’t just handling the obvious issues when they arise. Instead, look for those that go beyond the reactionary approach to provide more preventative maintenance. This can include regularly monitoring for potential trouble areas, conducting AV system health checks to ensure your system is up to date and running properly and even providing suggestions on ways to get more out of your system.
2. Provides Root Cause Analysis
Taking it a step further than finding and fixing a problem, a good support partner will dedicate time to figure out what caused it in the first place. By getting to the heart of the problem, the failure points causing the problem can be eliminated, whether through system upgrades, new parts or even a change in software. This will ensure a better user experience while also reducing the incidents that cause downtime.
3. Limits IT Involvement
Your support team should be like a mechanic or a contractor, someone that is there to provide expertise and make your lives better. So, it’s critical to find a partner who will work as an extension of your team. The goal? Reduce the burden on IT to handle everyday incidences and free them up to focus on more organizational initiatives.
Remember, the point of a support partner is to make ITs job easier, not harder.
4. Uses Current Room Solution Drawings as Source of Truth
Just because two rooms look the same, doesn’t mean they’re configured the same. A good support partner should both ask for and continually reference your room solution drawings as problems arise. These “technology blueprints” provide detailed insights into the inner workings of your meeting spaces, allowing support teams to improve troubleshooting efforts and, ultimately, reduce resolution time.
Turn to RoomReady
Many integrators focus on setting up a meeting room and ending the relationship there. And when it comes to support teams, it’s a mixed bag. This leaves you with a room in distress and constantly declining success.
RoomReady can give you and your team the support you need. We will work with you to understand the problems at hand and find a solution that will last. We want to simplify your video conferencing experience.
Ready to add some support to your team? We have a variety of available support options that can be tailored to your unique needs.
If you’d like to learn more about our support solutions, reach out to us.