Xyte Helps a Leading System Integrator Reshape Its Managed Services

IMS adopts Xyte’s platform, gaining broader insight into the health and performance of its audio/video installations and enabling proactive identification of potential equipment failures

Tel-Aviv, Israel - June 5, 2021 - Xyte announces that IMS Technology Services (IMS) has joined its growing AV community of integrators. 

Using Workplace by Xyte, service providers such as IMS can more efficiently deploy, manage, remotely monitor, and troubleshoot their commercial AV installations with a plug-and-play cloud-based platform. The exclusive suite of business tools included in the platform enables IMS to strengthen its value proposition for end users and enhance the customer experience. 

As part of its service, IMS monitors the health and performance of its AV projects post-installation. In addition to standard troubleshooting and diagnostics, IMS tracks how often equipment is used to determine when systems should be replaced, upgraded, or scaled. Powered by the Xyte platform, IMS will be able to extend its reach beyond specific components and across a client’s entire AV ecosystem. It will also be able to accelerate project implementation, providing significant time and cost savings.

The platform simplifies the process with a comprehensive, white-labeled connected solution. “Xyte provides us with a manufacturer-agnostic system that gives us quick access to digital signage, UC, and professional audiovisual equipment for the first time,” says Gary Schellhas, Quality Assurance Manager at IMS. “Xyte offers direct integrations with messaging platforms and ticketing systems, and an open API that immediately connects us to the dashboards that push data to the platform. This not only gets us online much faster, but facilitates maximizing system uptime for our clients and understanding how they use their AV systems. We are no longer weighed down by the custom programming of proprietary systems.”

IMS Service Manager Michael Spitale emphasizes the importance of having broader insights into system performance as a service-oriented company. That not only includes in-the-moment troubleshooting, but extends to predicting technical problems before they happen, which enables quick resolution with an enhanced customer experience.

“Xyte’s connectivity reduces the need to manage truck rolls or schedule technicians for access to a room,” says Spitale. “We can troubleshoot problems and reboot systems remotely, and often resolve problems before they impact the client. Xyte immediately opens a ticket in our system if a component falls offline or below a performance threshold, and automatically closes it once reconciled. We can now monitor our systems from a network standpoint, and rarely require interaction with the client.”

Schellhas points to system latency and hours of operation as two important thresholds the system will allow the company to monitor. For example, IMS will be able to notify clients when projectors or displays have reached 10,000 hours of operation to warn of reduced light output. The Xyte platform will also provide notifications when video codecs drop below latency thresholds, which can cause problems in corporate environments with many meeting spaces.

Spitale notes that Xyte will provide strong value in recommending technology changes and upgrades for clients. “Maybe there is a piece of equipment that gets utilized more than another piece, or more importantly, a meeting space that is neglected compared to others. Xyte helps us understand how every meeting space was used over a period of time. If one room is used 90 percent of the time over six months while the other is used 10 percent of the time, Xyte will provide the data we need to understand why, and how user-friendly the equipment in these spaces truly is. Xyte will help us make decisions that benefit our clients.”

Ease of use is what attracted IMS to Xyte, above all. “They have done a very good job with layout and usability,” Schellhas commented. “We can all connect our phones and devices directly to their admin portal, and change the settings and configuration without reaching out to Xyte. They are constantly adding features we have requested, including email notification, support for Cisco Teams, new API calls, and more. They are responsive and open to our suggestions, which ultimately gives us a lot of freedom.”

“Xyte enables you to demonstrate your added value and service leadership to existing and new customers by setting up remote monitoring and managed services capabilities while adding new revenue streams for the company,” says Xyte CEO and co-founder Omer Brookstein. “Choosing Xyte will save IMS thousands of dollars in short- and long-term development costs and labor and help them not only form longer and stronger relationships with their customers, but also offer an unparalleled user experience. Our SaaS model will create immediate and long-term value for IMS and its customers, eliminating up-front expenses and the need to make the continued investments in technology development required to keep cloud platforms viable, efficient, and up to date. We have found great partners at IMS, and we look forward to the great things that we can do together.”

About IMS Technology Services

With offices in Garnet Valley, PA, and Orlando, FL, IMS is a woman-owned business and an award-winning provider of high-quality solutions that are designed to foster collaboration, productivity, learning, and business communication with a team of certified technology professionals. A partner for organizations such as Allergan, the National Education Association, Novartis, Johnson & Johnson, Drexel University, and Temple University, IMS specializes in audiovisual system design and integration, managed services, event staging and production, virtual events and streaming services, digital signage, content creation, and video production. Learn more at www.imsts.com.

About Xyte

Xyte is a revolutionary solution for hardware manufacturers, with a first-of-its-kind cloud platform that bridges the gap between hardware devices and modern cloud applications. Xyte’s award-winning offering provides device manufacturers with a comprehensive, white-labeled solution for managing their Hardware-as-a-Service business, enabling them to propose new subscription-based models and realize the full potential of their products.