proAV delivers a comprehensive Service Level Agreement (SLA) encompassing full time dedicated onsite resources, remote support and management, and field-based support across the client’s regional offices. The hybrid service model is designed around the client’s governance framework, ensuring alignment with internal security and compliance standards.

On-Site Support: To support the client’s London headquarters and key locations, proAV provide a dedicated onsite managed service team of eight AV technicians responsible for day-to-day operations, incident management, and Event support, . These specialists are supported by proAV’s offsite 24/7 VNOC, Technical Service Desk and Field engineering teams. 

Remote Support & Management: proAV’s VNOC team provide 24/7 remote support and management of the AV estate across the UK. The team receive alerts in real time as and when an issue arises thus providing an immediate response, fault triage, remote diagnostics and resolutions.

Standardising MTR Configurations: proAV in collaboration with client introduced a consistent set of core AV components and, through this strategic simplification, enhanced troubleshooting efficiency, reduced downtime, and streamlined the replacement process using onsite critical spares and vendor enterprise licences such as Logitech Enterprise Sync.

Introducing a Digital Asset Management System: proAV modernised the client’s asset management by migrating from manual spreadsheets to an integrated ServiceNow CMDB, delivering real-time visibility and proactive lifecycle control. This digitised platform provides real-time visibility into all AV assets, enabling proactive maintenance, lifecycle forecasting, and data-driven service improvements.

Results

Through this trusted partnership, the client has achieved measurable improvements in AV service performance and governance including:

• Faster fault resolution via measurable KPI’s, streamlined escalation paths and vendor collaboration.
• Increased AV system uptime through standardisation and availability of critical spares.
• Enhanced governance and compliance through structured reporting and change management aligned with corporate policy.
• Complete asset visibility through a digitised CMDB enabling proactive maintenance and informed technology planning.

Together, proAV and the client have established a resilient, compliant, and future-ready AV environment, empowering teams to collaborate seamlessly and supporting the organisation’s global operations with confidence and consistency.