This episode of Digital Signage Explored features Faye Bennett, founder and managing director of Faye Bennett Consultancy Services.
The discussion provides a unique look into a segment of the AV industry that is often treated as an afterthought but is, in fact, crucial for a business’s success. Faye’s firm holds a distinct niche, focusing exclusively on the operational, support, and maintenance phases of AV projects. This specialized approach offers a fresh perspective on how companies can truly maximize the value of their technology investments long after the installation is complete.
Key Takeaways from the Conversation
The interview highlights a significant shift in the AV landscape, making “day two” operations more critical than ever before. The discussion identifies several key drivers behind this evolution:
- Integration with SaaS: As more AV solutions transition to a Software-as-a-Service model, ongoing management and continuous updates become a core part of the technology’s lifecycle. Unlike traditional hardware, this requires a support model built for persistent engagement.
- AV over IP: The move to network-based AV devices introduces new layers of complexity, demanding a deep understanding of cybersecurity and IT infrastructure. This means AV support can no longer be isolated from the broader IT strategy.
- Enhanced User Experience (UX): In the post-pandemic era, a seamless, one-touch AV experience is paramount for attracting employees back to the office and fostering productivity. A poor UX can quickly become a significant barrier to adoption.
- Sustainability and “Sweating Assets”: With a growing focus on environmental, social, and governance (ESG) goals, businesses are looking to extend the lifespan of their technology. Faye introduces the concept of “sweating assets,” which means maximizing the use of existing equipment to avoid premature replacement and reduce e-waste. This requires a robust and strategic maintenance plan.
A Strategic Approach to AV Support
The show reveals how a proactive, strategic AV support model can transform a business from the inside out. Instead of simply reacting to technical failures, this approach focuses on using support as a strategic tool to achieve broader corporate objectives. This includes:
- Cost Optimization: Moving away from flat-rate, expensive service contracts to models that are more efficient and transparent, helping businesses identify and eliminate unnecessary costs.
- Data-Driven Decisions: Leveraging the rich data collected by modern AV systems—such as room occupancy, system usage, and failure trends—to inform key business decisions. This intelligence can guide real estate planning and future technology investments.
- The Role of AI: Exploring how artificial intelligence can revolutionize AV support by enabling predictive maintenance and intelligent troubleshooting. AI can analyze vast amounts of data to anticipate issues before they occur, allowing for proactive fixes that minimize downtime.
This conversation makes a powerful case that a well-executed AV support strategy can evolve from a simple cost center into a significant business advantage, ensuring technology investments deliver continuous value and align with the company’s long-term goals.
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