Bill Stewart has been appointed as Head of Technical and Support Services at Project Audio Visual. Stewart is focused on transforming the company’s service and support structure with new practices that are specifically designed for the evolving requirements of the hybrid workplace.
With over nine years of experience in technical support, Bill holds over 150 qualifications and training certificates and has supported major brands and fortune 500 companies globally. His specialist skills focus on networking and unified communications applied to modern AV technologies.
Bill’s aim is to redesign Project Audio Visual’s service and support practices to account for the changing nature of corporate environments and the rise of hybrid working. This includes establishing a new Virtual Expert Assist remote support, which replaces the traditional first- and second-line structure.
With people now working more flexibly, on-site IT teams are not always in the same place as those seeking support. Project Audio Visual answers all enquires within 30 minutes, with clients getting straight through to an expert who can assist, speeding up the resolution time.
Bill has also advanced Preventative Maintenance Visits with specific criteria to include Teams and Zoom Room environments, AV networking infrastructure and additional details to support remote engineers. The result is one of the most comprehensive set of checks globally that includes recording where products are located in the room, so the remote support team can provide exact details to users, and qualitative Testing Note reports, so engineers input unique, quality data.
Bill Stewart, Head of Technical and Support Services at Project Audio Visual explains:
“Covid has changed the way that we are working so support services also need to be updated to reflect this. Under our new processes, individuals are speaking to a collaboration expert within 30 minutes who can help them resolve challenges or escalate them quickly and efficiently.
“We’re seeing a very positive response to this already with our initial figures showing that our remote assistance is having an incredibly high success rate, reducing the amount of visits to site.”
Also on the growing support services team, longstanding Project Audio Visual team member Matt Whyatt is stepping up to Technical Support Manager and will manage the technical support team and field engineers. Jamie Wilkinson joins as a Technical Service Analyst.
Steve Hudson, COO of Project Audio Visuals said: “Bill has done an incredible job at putting these forward-thinking processes in place and the whole team will continue to be reactive to the changing needs of the market. This is just the beginning for us with plans to continue upskilling our team, both through industry recognised qualifications and manufacturer specific courses, customer satisfaction surveys so we can chart our performance and global partnerships on the horizon.”
Read the latest edition of PCR’s monthly magazine below: