A major hospitality group runs one of the most complex headquarters environments you’ll find with hundreds of collaboration, executive, and event spaces that keep daily business moving. These rooms also carry the company’s highest-visibility moments: executive briefings, weekly meetings, and large international events. They have to perform consistently, recover quickly, and stay undetected to the people using them. This is the story of how RoomReady’s engagement with the company began, and how it grew from an emergency phone call into a dedicated, fully managed support operation.

The relationship started with a phone call placed in a moment of genuine crisis. A senior leader at the company, acting on a referral from a peer in their professional network, reached out to RoomReady with a simple message: our rooms aren’t working, and we need help.

In 2022, the company had recently opened its newly built corporate headquarters. A previous integrator had designed and delivered the AV portfolio during construction and opening, spanning 366 AV-enabled spaces and more than 1,800 devices across dozens of manufacturers. Construction had wrapped during the COVID period, so the building sat largely empty before employees arrived, and much of the AV equipment had been pre-purchased early in construction By the time the space came to life in 2022, the technology was already aging, and the underlying system design was introducing risk at nearly every level.

The environment was Windows-based and heavily centralized. Multiple rooms were tethered to shared, central hardware, so a single failure could take an entire floor offline at once. Persistent audio problems, including Dante clock synchronization and audio-distribution issues, interrupted meetings without warning. Worst of all, the failures surfaced at exactly the wrong moments: executive video calls dropping mid-conversation, and large international events, some with several hundred attendees, under constant risk.

Compounding the technical issues, the company had no dedicated AV support function. The model was almost entirely reactive, fixing things after they broke. With no team built for the job, IT staff were pulled from the network and other groups to chase problems they weren’t equipped to solve, and executive pressure on the AV team kept building.

• One device failure could take down an entire floor of rooms, not just a single space.
• Audio instability and dropouts disrupted meetings and events.
• Executive-level video calls failed mid-meeting
• High-stakes events with hundreds of international participants were under constant risk.
• A purely reactive support model, with no proactive maintenance or support.
• No dedicated support staff; IT was called on for reactive support.
• Limited visibility into room health, lifecycle status, and recurring failure trends.

Long before the company ever issued an RFP, RoomReady had already started earning the work. RoomReady didn’t wait for a signed contract to start helping. The team came on site, walked representative rooms, reviewed the building’s drawing package, and talked with the people running the spaces every day. Out of that high-level assessment came a prioritized roadmap of short-, mid-, and long-term recommendations, explaining, room by room, where the design was creating failure points and how to begin mitigating risk and moving toward stable ground.

One principle guided every decision: simplification. By removing unnecessary complexity and single points of failure, RoomReady could make every space more reliable and far easier to support.

What followed was roughly a two-year journey. The company took RoomReady’s recommendations and tried to implement remedies on their own. The environment would stabilize for a few months, then fall apart again, often after a software update reintroduced instability. Through it all, RoomReady stayed close, taking support calls and continuing to advise.

Internally, the company wrestled with a hard question: build an in-house AV team, or bring in a partner? They didn’t have staff sized or skilled for an environment this complex, and the events side of the business raised the stakes further: gatherings of two to three hundred people and multi-hour international calls that simply could not go down. RoomReady’s message stayed consistent: bring us in, and we’ll figure out how to help you.

Eventually, the case made itself. After a competitive RFP, the company selected RoomReady to deliver a dedicated Elite embedded support model built for the scale and complexity of its headquarters, putting the recommendations from that very first consult into action at last. From the first emergency call in late 2022, RoomReady’s embedded team was on the ground by mid-2023.

A Fully Managed Operation

RoomReady established a fully managed support operation designed for long-term reliability and visibility: not just technicians on site, but an integrated team.
The engagement includes dedicated onsite technicians supporting conference rooms, executive spaces, and large live events, with coverage carved out specifically for the company’s high-stakes event calendar. A dedicated Program Manager and Project Coordinator oversee ticket intake, auditing, reporting, and SLA governance, ensuring consistent follow-through and clear accountability. To preserve continuity, RoomReady even retained the technician already supporting the site, keeping hard-won institutional knowledge in place.
RoomReady introduced proactive maintenance through routine room sweeps and system health checks, catching and resolving issues before they reach users. Centralized documentation, lifecycle tracking, and room inventory management provide full visibility into the environment. And uniquely, the agreement gives the company contracted access to RoomReady’s broader engineering network: senior design and troubleshooting expertise available as accessible teammates for complex decisions, not a black box.
Recurring business reviews keep the program aligned, transparent, and accountable. Program leadership stays personally engaged through a regular call cadence, a deliberate contrast to staffing-only models where onsite people are handed over and the customer is left to manage them.
The transition followed RoomReady’s proven phased takeover (Kickoff, Site Assessment, Testing, Planning, and a staged Roll-Out), so RoomReady could take over support without disrupting ongoing operations

RoomReady moved the company from reactive support to a structured and proactive operation. We decentralized the room architecture, and each space now runs on its own and a single failure affects only that one room, never an entire floor. We migrated room systems to a more stable, appliance-based, Microsoft Teams-on-Android model in place of the original Windows-based design. We brought the recurring audio and reliability issues that once plagued executive calls and live events under control.

And we established the documentation, reporting, and governance the company had been missing, giving leadership clear visibility into an environment that was previously opaque and unpredictable.

Operational Continuity and Reduced Risk

By decentralizing the AV architecture, we eliminated the single points of failure that once took entire floors offline lowering operational risk across 366 collaboration spaces.

Reliable Executive and Event Experiences

The high-stakes executive calls and large international events that used to be a recurring source of failure now run on a stable, professionally supported platform, removing a very visible reputational risk for the organization.

A Shift from Reactive to Proactive

Scheduled maintenance, room sweeps, and health checks replaced the constant cycle of reactive fixes, freeing internal IT from AV failures and redirecting their capacity to their designated tasks.

Governance and Visibility for Leadership

Dedicated program management, centralized ticketing and auditing, and a recurring business-review cadence gave the company the structured reporting and accountability it had been missing, turning an opaque environment into a managed one.

A Trusted Partnership That Expanded

The stabilization work earned a level of confidence that opened the next chapter. The company has now entrusted RoomReady with a full environment refresh, modernizing the design RoomReady flagged years earlier, along with expanding remote monitoring and management. What began as an emergency call has become a multi-year partnership still gaining ground.

A lot of providers will put technicians on site and leave you to manage them. RoomReady delivered an integrated operation instead: embedded technicians backed by dedicated program leadership, accessible engineering expertise, and ongoing performance reporting. That mix of people, process, and accountability is what moved the company from a fragile, high-risk environment to a dependable one, and it’s what earned the trust to take on what comes next.

Key Takeaway

For an enterprise running hundreds of business-critical spaces, AV reliability isn’t just a technical issue; it’s an operational and reputational one. By stabilizing the environment, eliminating single points of failure, and operating proactively, RoomReady turned a high-risk liability into a dependable, scalable foundation  and a long-term partnership.