Global AV Refresh: Survey-Led Delivery at 98.9% SLA

About TechVision Bank

The client is a global telecommunications carrier delivering managed connectivity and network services to enterprise customers worldwide. The carrier operates across multiple regions, serving CIOs, CTOs, and infrastructure teams across North America, Europe, and Asia-Pacific.

At a glance

Industry: Telecommunications Carrier
Headquarters: Global (all regions)
Products & services: Site survey, design, decommissioning, installation, hypercare support — direct contract for internal meeting room estate, delivered as a 1-year global AV refresh programme
Challenge: Aging meeting room AV estate spanning all global regions, requiring a coordinated refresh without disrupting meeting capacity

Success highlights

98.9% SLA attainment across the global programme
1,200+ AV devices installed and configured
75+ meeting rooms refreshed globally
100% meeting capacity protected during refresh

The challenge

Reputational Exposure Through Visible Technology

The constraint: Aging, fragmented AV estate; customer-facing reliability risk; zero tolerance for meeting disruption during refresh

Meeting room technology at a telecommunications carrier is used in front of customers. A failure is not just an internal IT incident—it’s a visible credibility problem. The client’s legacy AV estate was aging, fragmented, and increasingly unreliable, creating both operational friction and reputational risk. Equipment varied inconsistently from room to room and region to region, meaning the experience a client saw in one meeting could look nothing like the next, undermining the polished, connectivity-first image a telecommunications carrier needs to project.

The stakes of the refresh itself compounded the challenge: this was a company whose business is built on uptime and reliability, and a poorly executed AV programme would have been its own kind of credibility problem. Across 75+ meeting rooms globally, the refresh had to happen without meeting capacity ever being compromised — no room could go dark during a client presentation or internal review because it happened to be mid-refresh. The client needed a delivery partner that could execute a coordinated global refresh while protecting 100% of meeting capacity throughout.

Our approach

Survey-Led, Room-Specific Design with Availability-Window Delivery

Rather than applying a standard template across a fragmented estate, Teceze approached the refresh room by room, treating each space’s actual conditions as the starting point for design rather than an afterthought. Each of the 75+ rooms was surveyed before design, with AV specifications reflecting actual room size, layout, acoustic characteristics, and use cases, ensuring every room received an optimized system tailored to its specific environment rather than a generic build.

From challenge to transformation, the solution included:

Survey-Led, Room-Specific Design

Each of the 75+ rooms surveyed before design, with AV specifications reflecting actual room size, layout, acoustic characteristics, and use cases rather than a standard template.

Global Design Consistency with Local Fit

A consistent design language applied across all rooms while accommodating room-specific variation, giving users a familiar experience in any location.

Availability-Window Installation

Decommissioning and installation scheduled into defined room availability windows, preserving meeting capacity across an estate in near-continuous use.

Hypercare Stabilization Post-Installation

Structured hypercare support after installation, resolving early faults and integration issues before each room returned to unsupported business-as-usual use.

The Results

Proven results at scale

98.9%SLA Attainment

1,200+AV Devices Installed

75+Rooms Refreshed

98.9%SLA attainment—industry-leading uptime across the global AV refresh programme

1,200+AV devices installed, configured, and integrated within the one-year timeline

75+Meeting rooms transitioned to new AV infrastructure without capacity disruption

Why it matters

For a telecommunications carrier, meeting room reliability is not a convenience—it’s a competitive advantage and a reputational asset. When the carrier’s own collaboration technology fails, customers notice. When it works flawlessly, it reinforces the carrier’s positioning as a technology leader and trusted partner.

This engagement achieved something rare in AV programmes: a global refresh that maintained 98.9% SLA throughout, delivered without disrupting meeting capacity, and achieved user-consistent experience across geographically distributed teams.

What the client says

“What impressed us most was that Teceze treated our meeting rooms as customer-facing infrastructure, not just internal IT. The survey-led design meant every room actually worked for the space it was in, and the availability-window approach meant we never lost a single room to downtime during the entire refresh. A year on, our global estate feels consistent and reliable in a way it never did before.”

— Head of Workplace Technology

Delivery partnership

How Teceze Executed This Engagement

Teceze operated as the client’s specialist AV delivery partner under a direct one-year contract, owning the full programme lifecycle from site survey through hypercare. Governance included: weekly deployment status reviews tracking rollout progress room by room, with documented completion and adoption metrics visible to the client’s facilities and IT stakeholders. Monthly performance reviews covering system uptime, hypercare ticket trends, and user satisfaction scores across all refreshed locations. Quarterly strategic planning sessions with client leadership, reviewing emerging collaboration technology needs and the roadmap for any future expansion of the programme.

Looking ahead

Integration, Hybrid Work, and Managed Services Evolution

The successful completion of this global AV refresh programme positions both Teceze and the client for the next phase of collaboration technology evolution. As the client’s meeting room estate continues to mature, three opportunities emerge.

Room Utilization AnalyticsReal-time insights into room occupancy, meeting duration, and device health across the 1,200+ device estate, enabling proactive support and data-driven space planning.
Predictive Device MaintenanceLayering predictive maintenance capabilities across the global device estate to catch issues before they affect meeting reliability.
Hybrid Collaboration OptimizationRapid integration of emerging hybrid collaboration patterns, building on the stable infrastructure foundation now in place across all rooms.
Remote Participant ExperienceContinued optimization of video engagement quality for remote participants joining alongside in-room attendees.
Expanded Managed Services ScopeProactive device monitoring, predictive replacement planning, and continuous experience optimization, building on the 98.9% SLA achievement.
Strategic Asset PositioningEvolving the meeting room estate from a tactical operational cost into a strategic asset that reinforces the carrier’s positioning as a technology leader.