Boom Hails New Service Provider Pilot Project As A Key Piece Of Its AV Puzzle
Chris Widocks
Video conferencing manufacturer, Boom Collaboration, has announced a strategic partnership with UK service provider, Solvertec, to add a compelling new piece to its AV supply proposition.
London-based Solvertec specialises in a wide range of support services including preventative maintenance, remote support, audits to optimize asset investment and performance, plus repairs and technical expertise.
The two parties have teamed-up as part of a ground-breaking UK pilot project which Boom views as having the potential to be rolled-out globally.
“The landscape is changing. Hardware is no longer the whole story, service is the new differentiator,” confirmed Boom Co-Founder, Fredrik Hörnkvist. “For us it’s about enhancing our value-added customer centric support ethos – by combining remote with on-site support integration.”
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He highlighted: “Every customer has different needs and requirements. On-site audits are becoming a lot more popular as emphasised by our new partnership with service specialist Solvertec. They offer a wide range of expertise such as remote support as well as asset list checks, comprehensive equipment testing, detailed room equipment documentation, configuration file downloads and resolution recommendations.
“A lot of organisations just focus on needing a video-enabled meeting room without necessarily thinking about on-site IT support or service level contracts to maintain that system. When you’re not thinking about the bigger ecosystem you’re missing a big part of the puzzle. We find a lot of smaller organisations struggle more than bigger enterprises.”
He emphasised: “Teaming up with independent service specialist Solvertec gives us a valuable competitive advantage. They solely specialise in this field. With AV audits they make recommendations and suggestions. Standards can vary widely across the industry which is where Solvertec can shine as they are dedicated experts in AV services. They live and breathe this every day.
“AV services can be supplied in various ways but remotely is becoming the most preferred option as it’s often quicker, easier and more cost effective than site visits.
“It’s a mixed-bag out there. SME’s for example have less internal resources due to economies of scale. They don’t have the knowledge and capacity of bigger enterprises with bigger IT departments and bigger budgets. Larger companies can customise service level agreements more easily. What is mission critical. Does it need to be 24/7 for example? There’s a lot of moving parts to consider from the initial design stage onwards. But the most important question is who do they call when something goes wrong? It’s not always in-house anymore.”
In today’s demanding global markets, customers need to minimize costs and maximise expenditure, according to Solvertec CEO & Founder Sebastian Szczesniak.
“Sometimes, all customers need is a bit of advice; other times, it’s a complete solution from start to finish. After more than 20 years in the support industry, one thing has become clear: we’re all looking for the same thing — a trusted partner. Someone who’s always ready to help, whether it’s with a quick tip or a comprehensive solution.
“That’s why Solvertec was founded. It’s not just about audio-visual or video conferencing support. Plenty of companies excel at selling dreams, but what sets Solvertec apart is our commitment to delivering real, practical value.”
Priority
He added: “Over the last few years we’ve seen a major rise in on-site audits. These make great sense because they allow customers to identify if it’s worth spending money to upgrade systems or if it’s better to utilise existing equipment in a more efficient way, often with more understanding and product knowledge.
“Software monitoring solutions used to be brand specific to their own equipment only, but the game is changing. Being vendor agnostic is a big advantage. Customers don’t want engineers going to site, they expect issues to be resolved remotely far quicker than a guy turning up with his tool bag.
“Taking care of customers and understanding their needs is the first priority. But just as important is keeping things simple. Also customers don’t like the blame game. They don’t want to get involved in problems between manufacturers and installers. They just want it to work. Great service isn’t about avoiding problems — it’s about solving them fast and communicating clearly.”
Boom views Solvertec as a valuable new addition to its comprehensive customer support proposition – backed by standard three-year product warranties that can be extended to five.
Fellow Boom founder, Holli Hulett, concluded: “For us, it’s about bringing the right pieces together so customers get the support they need without complexity. Working with trusted third-party specialists gives our partners instant access to skills and expertise they may not have in-house without changing the customer relationship.
“The key is knowing where to lean on experts. We don’t need to be everything to everyone, and neither do our partners. By connecting great hardware with dedicated service specialists, we can keep customers happy, protect partner relationships, and deliver a complete support layer. No one wins alone. Partnerships are the future of service.”
