I’ve often heard end users and key stakeholders profess their commitment to exceptional service, and their organisation will struggle without it. But in 2025, is that still true? In a world where technology moves at lightning speed, where AI can diagnose a fault before you even spot it, and where remote management can reboot a system from 200 miles away, does service really matter anymore?
If you work in the AV and collaboration space, you already know the answer… and it’s a resounding yes — but with a twist.
The Changing Face of Service
A few years ago, service meant someone picking up the phone when your meeting room system went down, or an engineer rushing out to site to fix the fault. Fast-forward to today, and service is so much more than that.
Now it’s about proactive monitoring, user training and adoption, data analytics, firmware management, remote troubleshooting — the list goes on. The best integrators and service providers have evolved from “break/fix” vendors to long-term technology partners. The most successful partnerships allow the vendors to anticipate changes, guide their customers and ‘think beyond the now’.
And yet, despite this evolution, one challenge remains the same: not everyone wants to pay for it.
The “Cake and Eat It” Culture
Here’s the reality: some customers truly value good service. They get it. They understand that having responsive support, regular system health checks, and experienced technicians ready to step in means uptime, reliability, and peace of mind.
But others… well, they still want it all — premium support, lightning-fast response times, and white-glove service — at the lowest possible cost. They want the five-star experience on a two-star budget.
And that tension is shaping the entire AV and collaboration industry in 2025.
The Hidden Cost of ‘Cheap’
Cutting corners on service can feel like a saving — until it isn’t. The hidden cost comes in the form of downtime, frustrated end users, failed meetings, and lost productivity. The relationship faults and trust is lost.
When a collaboration system goes down during a client pitch or a global board meeting, suddenly that “optional” service agreement doesn’t seem so optional anymore.
In 2025, with hybrid working still the norm and reliance on AV technology higher than ever, service isn’t a luxury — it’s insurance.
Value, Not Just Cost
The most forward-thinking organisations have started to shift their mindset. They’re not buying boxes anymore — they’re buying outcomes. They want meetings that work, technology that’s reliable, and employees who stay connected.
And that’s where great service shines. It’s not about fixing problems; it’s about preventing them. It’s about enabling collaboration, reducing friction, and letting technology do what it’s meant to do — just work.
Written by Karen McWhirter,
Co-Founder, ISDM Solutions
