AV Dealers and Systems Integrators: Lower Mean-Time-To-Repair AND a New Revenue Stream? Yes, You Can!

What Challenges do AV Dealers and Systems Integrators Face?

AV dealers and systems integrators operate in a notoriously competitive, dynamic and challenging market. And since they frequently offer solutions comprising products from different vendors, challenges are compounded after the sale, too. 

Lacking end-to-end remote device monitoring, a unified view of customers, devices, and services, and the ability to manage multiple tenants in a single platform – their customer service suffers. Together, these challenges add up to longer mean-time-to-repair (MTTR) averages, more unnecessary and costly truck rolls, and loss of recurring revenue opportunities. 

To address these issues, AV dealers and systems integrators are seeking an advanced, multi-tenant, centralized remote AV device monitoring and management platform that provides a comprehensive view of all customers, devices, and services. In other words, they’re turning to Xyte for several reasons.

Better Customer Experience with Cloud-Based RMM

Leveraging the remote monitoring and management (RMM) capabilities of Xyte Device Cloud, integrators are able to proactively monitor and manage diverse AV equipment without the need for technician visits. This ensures that potential issues are identified and resolved before they impact the end user and raises customer peace of mind – since they know their critical AV infrastructure is being actively monitored and maintained by experts. Xyte also offers:

• Full visibility to manage devices from multiple customers – Xyte’s comprehensive multi-tenant RMM solution delivers instant access to all customer devices, including status, performance, and current issues. This proactive monitoring allows dealers and integrators to identify problems before they escalate into faults, minimizing downtime and lowering MTTR when issues are detected. 
• Remote issue investigation and faster ticket resolution – Xyte makes supporting customers from anywhere easy with remote troubleshooting. Addressing issues remotely empowers integrators to accelerate ticket resolution and deliver exceptional customer care. Complex problems can be seamlessly escalated directly to the support teams of manufacturers, leveraging their expertise to provide the best possible solutions for customers. 
• Better collaboration with partners and customer support - By adopting a multi-tenant RMM solution, integrators and dealers enhance operational efficiency and reduce the need for truck rolls. Xyte’s built-in scalability allows for easy expansion of support services to accommodate a growing customer base, while maintaining a centralized view of all devices. 

Unlocking New Revenue Streams 

Beyond improving customer satisfaction, Xyte enables AV dealers and integrators to unlock new revenue streams by enhancing their service offerings. 

With the added value of a robust RMM system, integrators can justify premium pricing for their services. Clients are increasingly willing to pay more for the assurance of a seamless AV experience, backed by the proactive and remote management capabilities provided by Xyte. 

Furthermore, integrators can monetize the platform itself by offering tiered service packages, including options for 24/7 monitoring, advanced analytics, and priority support. This not only increases revenue per client but also fosters long-term client relationships by embedding the integrator deeper into the client’s operations.

Expanding Revenue Streams 

In addition to service-based revenue, Xyte equips AV integrators with the tools to generate additional income through complementary sales. 

The insights gained from the RMM capabilities can help dealers and integrators identify opportunities for clients to upgrade their systems, whether through the purchase of new hardware, extended warranties, or digital products such as software feature upgrades. By positioning themselves as not just service providers but also trusted advisors who understand the client’s evolving needs, AV integrators can drive sales of both physical products and digital enhancements, creating a diversified and sustainable revenue model.

Xyte in Action

Long in use by device manufacturers and vendors on a white label basis, the Xyte platform has also been adopted by top-tier integrators and dealers around the world. For example:

• AVPro Edge scales remote services, increases retention - AVPro Edge, a leading US-based AV distribution company, was looking to improve its technical support efficiency for a growing customer base. With Xyte, they empowered their customers to escalate service tickets directly to the AVPro Edge support team. The Xyte solution also enables remote troubleshooting, configuration changes, and firmware updates, significantly reducing the time and costs associated with onsite services. As a result, AVPro Edge has achieved faster issue resolution, improved customer satisfaction, and reduced operational costs. Learn more here.

• HED Cinema enables remote support, offers managed services - HED Cinema, a leading Israel-based AV system integrator, was looking to enhance their remote managed services for high-end residential and commercial installations. By partnering with Xyte, they gained a centralized management platform that enables remote monitoring, troubleshooting, and service management. This solution has allowed HED Cinema to offer proactive and remote support to their customers, increase revenue through new managed services, and improve overall customer experience. Learn more here.

The Bottom Line

Xyte empowers AV dealers and integrators to reduce truck rolls, eliminate on-site visits for routine tasks, optimize workforce allocation, lower support costs and MTTR, troubleshoot faster, raise uptime and improve customer satisfaction…and much, much more.

Xyte is a transformative solution that addresses unresolved AV challenges and unlocks new revenue opportunities for the full AV value chain, from the manufacturers to dealers, distributors, managed service providers, and systems integrators. Through proactive monitoring, remote troubleshooting, and enhanced service offerings, AV integrators can now deliver exceptional value to their clients and solidify their position in the competitive AV market. In a very concrete way, Xyte is one of the primary forces driving growth and success in the AV industry.