AVSANT Achieves 100% Client Satisfaction with Coordinate
The Challenge
With an Audio Video service area stretching across the state of Texas and broader South, and large institutional clients such as major universities and Fortune 500 companies, Avsant runs a complex operation where any project delay could cost tens of thousands of dollars.
Relying on industry-specific software and Outlook for project management and client communication was cumbersome, error-prone, and an equally poor experience for Avsant’s internal team as well as for its clients.
Lack of visibility, difficulty retrieving information, an overburdened support staff, and holding clients accountable were all areas of major concern.
- The industry-specific software Avsant was using isn’t designed for client interaction. Lacking a client portal to retrieve information themselves, clients would instead bombard Avsant’s support team with phone calls and email inquiries that the support team would then have to triage. The costs to do so were high and the client experience suffered.
- Avsant relied on Outlook email for client communication and project management, requiring every stakeholder to be CC’d on every email. This resulted in a large volume of emails, making it easy for critical tasks to fall through the cracks, and difficult to retrieve information and hold clients accountable.
Systems Disqualified or Replaced
Hear from Seth, Sr. Project Manager at Avsant
The Solution
Coordinate’s client portal provides a place for Avsant’s clients to get their questions answered. They’re empowered with an easy to use and effective tool that gives them assurance and yields “exponential time savings” for Avsant.
Coordinate’s fusion of project management and communication in one place generates an auditable trail that helps Avsant’s project managers drive accountability internally and with clients. By holding clients more accountable to their deliverables and prerequisites, Avsant is now able to manage its labor pipeline with precision, resulting in a considerable boost to revenue and cost savings.
Kickoff meetings with new clients are shorter because client confidence has risen with Coordinate’s client portal. And easy information retrieval enables Avsant to manage projects faster and eliminate oversights.
Highlights:
- 100% client satisfaction
- Exponential time savings
- Maximized labor utilization
- Increased revenue and decreased costs, resulting in significant top- and bottom-line growth
- Wholesale reduction in recurring meetings, enabling Avsant to focus instead on creating new processes, finding new clients, and pursuing new technology
- Near 100% elimination of client inquiries to Avsant's services team
- Increased transparency, accountability, and alignment across all stakeholders
Seth Forbus, Sr. Project Manager at Avsant
The AV industry is known for poor communication. Coordinate helps us change that by transcending the status of vendor and instead become a true partner to the CIOs and IT managers we work with every day.
“What has been really great about Coordinate is getting what you need, when you need it. It’s so much of a time savings, I wouldn’t even know how to begin to calculate the ROI because it’s basically exponential. It stacks.”
Seth Forbus, Sr. Project Manager at Avsant
100% of our clients have responded positively to our onboarding process for coordinate, with nothing but positive feedback. We’ve asked CIOs, network admins, IT managers, and stakeholders. Everyone agrees – coordinate is the most user-friendly portal they’ve used.
AVSANT is a creative and ground-breaking AV / IT services and consulting agency.
We focus on our culture and approach each of our clients with fresh eyes to develop customized, unique strategies.
Though we’ve grown and evolved since our founding in 2013, we’re still the same company at heart. For the last 6 years we have stayed focused on what is best for our clients and how best to set their particular vision on the path to success.
About CoordinateHQ
CoordinateHQ helps you make your high-value customers successful.
CoordinateHQ ensures alignment and accountability throughout the customer life cycle.
Other benefits realized:
- Shorter time-to-value as your customers onboard faster
- Less risk from team handoffs and turnover of both your team or theirs
- Never lose track of renewals or expansion opportunities
- Make better decisions with accurate visibility into each customer’s health and status
If you're interested in learning more, you can setup a demo with our team here.
