Byond Care

Protecting your investment – On the very rare occasion that something goes wrong with your client's audio-visual equipment, you need to know that it will be sorted asap and with minimal disruption to workflow or service delivery. Regular system maintenance and check-ups will ensure that downtime is kept to a minimum, resulting in a much better ROI in the long run.

The Care team.

Once the AV project is completed, we’ll introduce your client to our Care team. They’ll be the first port of call for everything from project faults to requests for additional equipment to training. There’s always a bedding-in period when any new technology is installed so we’re just a phone call away for any queries.

Glyn Owens

Service Desk Manager

If I weren't so good at my job, I'd probably be ...

"Backpacking Europe with a Guinness in hand"

Glyn initially joined us as assistant co-ordinator to both our project and service team, then worked in various departments around the company before going on to become our Service Desk manager. His focus is on building customer and partner relationships through the delivery of excellent work and by ensuring any issues are dealt with appropriately and swiftly.

Over the last year Glyn has been assisting with the further development of our ITIL guidelines and helping to train our partners and their customers on Care Analytics - our remote analytics software for video conferencing platforms.

Service deliverables:

Once the project has been delivered and the AV systems are up and running, if your client would like to keep protecting your investment, we offer a range of Care packages to suit the needs of the business and your team.

We’ll create a bespoke Service Level Agreement that can include some or all of the following:

Support desk

Service delivery management

Field service engineers

On-site support technicians

Support desk

For any queries or ticket logs, support desk is the first place to start. Here your clients will find lots of helpful online resources and can stay up to date with progress on their service request/ticket.

Field service engineers

If we can’t get the problem sorted remotely, we’ll send a field service engineer out next business day (NBD). Our engineers are located in London, the North West, Yorkshire and the Midlands. We also have a network of trusted and registered freelance engineers we can call on when needed.

Service delivery management

We provide dedicated account managers for all service-related queries. The account manager is here to make sure you’re happy with every aspect of your project’s performance and will hold regular review meetings with them throughout the Care contract.

Usually held once a quarter, these review meetings are an opportunity to see how everything is measuring up against KPIs.

Discussion points:

Service requests

Ticket status and management

Scheduled KPI reporting (if contractually agreed)

Preventative maintenance reporting

Fault management system

Incident occurrences and management

Escalation occurrences and management

Service Level Agreements

On-site support technicians

Some projects will benefit from having an audio visual technician on site for an agreed period to provide dedicated support as customers transition to their new system. There are lots of benefits to having someone on site and we would always recommend this for more complex projects where budget allows.

If there’s a fault, the technician can respond immediately, minimising downtime and making sure everything is back up and running as soon as possible.

Analysis

We’ll analyse how everything is running and arrange a chat to see if any tweaks or additional elements are needed at this point.

Surveys

We can conduct surveys with your client’s team to make sure the solution ticks all necessary boxes for them and find out if there are any gaps that still need bridging.

User Adoption Training

We can also provide tailored User Adoption training which will ensure everyone is getting the most from the AVIT strategy and integrating it into their workflow and sales process as soon as possible.

Care Analytics is a patented cloud proactive monitoring and support application that provides real-time data and insights into the performance of AV systems and how they’re being used. It helps customers to check and diagnose issues before they become a problem, enhancing system reliability and minimising down time. From a user experience perspective, Care Analytics can provide excellent support along with decision-making information for management teams, ensuring they have the best experience possible with their technology.