Bernalillo County Managed Services Case Study
AVI-SPL helped Bernalillo County transition from a reactive AV environment to a standardized, proactively managed collaboration ecosystem.
Organization
Bernalillo County, New Mexico
Location
Bernalillo County, New Mexico
Market
Government
Services
Enterprise Managed Services, Enterprise Elite Maintenance, and Onsite Managed Services
Bernalillo County (BernCo) oversees public safety, parks, zoning, and public works over nearly 1,200 square miles, including Albuquerque. The county moved to a new eight-floor administrative building and installed a new AV infrastructure.
“Frequent issues and poor provider response led us to seek a more reliable solution and support,” said David Odams, Information Technology Manager at Bernalillo County.
BernCo aimed to improve reliability and establish a consistent AV standard across county departments and facilities. To support this vision, the county engaged AVI-SPL to standardize, maintain, and proactively manage collaboration technology in 120 rooms across nine locations.
How we supported BernCo
A multi-tiered management approach
AVI-SPL Account Manager Glen Martinez and Service Solutions Consultant Vic Garcia proposed Enterprise Managed Services and Enterprise Elite Maintenance. Together, these services provided 24/7 proactive management, technical support, and strategic guidance.
Enterprise Managed Services
“Enterprise Managed Services is a proactive approach to managing rooms and their technology,” Garcia said. “So, we recommended it for the highly used environments to prevent problems before end users walk into the room.”
Through Enterprise Managed Services, AVI-SPL provided continuous room monitoring, asset inventory services, and device health monitoring and configuration for 63 rooms across 8 locations. AVI-SPL also provided cloud administration, problem management, preventative maintenance, reporting, and analytics.
With proactive monitoring and regular service reviews, AVI-SPL helped BernCo maintain consistent room performance. This approach also supported growth and optimization.
Proactive ecosystem monitoring
To help BernCo proactively monitor its workplace collaboration ecosystem, AVI-SPL utilized its meeting room monitoring platform.https://avispl.com/symphony/
The platform auto-detects issues, automates ticket creation, and across the multi-vendor ecosystem.
Enterprise Elite Maintenance
For spaces with lower usage, AVI-SPL implemented Enterprise Elite Maintenance. This fixed-price subscription service gave BernCo unlimited on-site support from certified technicians within business hours and 24/7 remote helpdesk support for 57 rooms across five locations.
Enterprise Elite also provided flexibility as BernCo expanded systems into additional facilities. Because coverage can transition between supported rooms or locations, BernCo could continue evolving tech standards without reworking support agreements.
Elevating proactive and reactive practices with Onsite Managed Services
After a successful AV refresh and a year of remote services, BernCo expanded its AVI-SPL partnership with Onsite Managed Services.
AVI-SPL Service Technician, Tom Blair, integrated with the county’s IT team. Blair monitored room health, resolved issues before meetings, and provided immediate support across facilities. He also simplified room operation with a single-page startup guide for employees.
Reliable AV management consistently delivers better collaboration
BernCo now delivers a more reliable collaboration experience for employees. Through its ongoing managed services partnership with AVI-SPL, the county continues to proactively maintain and optimize its AV ecosystem.
“Employees can now reliably use conference rooms without technical issues, streamlining meetings and reducing delays,” said David Odams.
Ready to continuously elevate shared experiences across your organization? AVI-SPL’s Services experts and their vast capabilities are ready to help you wherever you are on your workplace collaboration journey.
Contact us today to see how we can help you!