Enterprise Improve Collaboration with Bespoke Portal Management C3
Challenges
The client struggled with inconsistent technology performance across multiple vendors, slow issue resolution, limited visibility into global meeting spaces, and poor hybrid work support. They also lacked a centralised system to monitor, manage, and automate device updates, impacting productivity and posing security risks.
Solutions
Results
Across a six-month rollout, the enterprise realised significant improvements: rapid issue resolution, substantial operational cost savings, higher meeting room reliability, and better space utilisation. By partnering with New Era Technology, the client now enjoys a proactive, intelligent collaboration management system that enhances productivity while reducing complexity.
Centralised Collaboration Management
As one of the world’s top financial firms, the company required a seamless and intelligent solution to oversee and maintain its extensive video collaboration ecosystem across major office locations, including London, New York, Frankfurt, Dubai, and Toronto.
Operating across 25+ countries, the client sought to streamline its video collaboration ecosystem. To achieve consistent performance and proactive support, the organisation partnered with New Era Technology to implement bespoke portal management and the Customer Command Centre for Collaboration (C3)
Fragmented AV Ecosystem and Support Inefficiencies
Complex Collaboration Environments: With meeting rooms featuring technology from multiple vendors, the client struggled with inconsistent performance and inefficient troubleshooting and had to utialise multiple platforms for fault resolution.
Downtime & Support Delays: The reliance on in-house IT teams and external technicians led to slow issue resolution, impacting productivity and a poor user experience.
Lack of Visibility: The client needed a centralised platform to monitor and manage their global video collaboration estate via a single dashboard view.
Hybrid Work Integration: A need for improved space utilisation and booking solutions to accommodate a flexible work environment.
Change and Release Management: Managing firmware release and patches for all AV was inconsistent and difficult to maintain meaning there was a risk of security exposure.
Bespoke Portal Management with C3
New Era Technology implemented its Bespoke Portal Management solution, including the Customer Command Centre for Collaboration (C3), delivered as a to deliver a fully managed and proactive support service system for the client’s video collaboration spaces. The solution included:
Real-time Monitoring & Issue Resolution: The C3 platform enabled 24/7 monitoring of collaboration spaces, providing immediate alerts and direct triage to New Era’s vNOC (Virtual Network Operations Centre) for swift issue resolution.
Integration with Microsoft Pro Portal: C3 seamlessly co-existed with the Microsoft Pro Portal, enhancing the client’s ability to track and manage meeting room technology.
Automated Troubleshooting & Remote Fixes: With advanced AI-driven diagnostics, the system could resolve technical issues remotely without the need for on-site support, reducing operational costs and downtime.
Single-Pane-of-Glass Visibility: A unified portal provided the client’s IT and workplace teams with comprehensive oversight of all meeting room technology, ensuring proactive maintenance and management.
Hybrid Work Enablement: A room and desk booking system was integrated, allowing employees to reserve workspaces efficiently while providing workplace teams with valuable data on space utilization.
Change and Release Management: New Era were able to offer updates to all attached devices delivered as a full managed service and ensuring compliance with security policies.
Implementation & Results
New Era Technology rolled out the solution in key office locations over a six-month period. The impact was immediate and measurable.
Efficient, Intelligent, and Connected Collaboration
Reduction in Downtime: C3 identified and resolved 280 issues in the first month, with 92% fixed within 8 hours and 70% resolved within the hour, eliminating unnecessary technician visits.
Cost Savings & Efficiency Gains: The automation of troubleshooting significantly reduced reliance on internal IT teams and external engineers, cutting operational costs by 40%.
Enhanced Meeting Room Management: Real-time insights and alerts ensured that technology remained fully operational, improving meeting efficiency and user satisfaction.
Optimised Hybrid Workspaces: The integrated booking system provided actionable data, enabling strategic workplace planning and increased utilisation of office space.
By partnering with New Era Technology, the financial enterprise successfully transformed its video collaboration management. With C3 and bespoke portal management at the core of their strategy, they now benefit from a highly efficient, reliable, and intelligent system that ensures smooth collaboration across their global offices. The integration of proactive monitoring and hybrid work solutions has empowered the client to maximise productivity while minimising downtime and operational complexity.
Frequently Asked Questions
The bespoke portal management solution, built around New Era’s Customer Command Centre for Collaboration (C3), centralises monitoring and management of video collaboration technologies. C3 provides real-time alerts, AI-driven diagnostics, and unified insights across multi-vendor environments, ensuring issues are resolved quickly and remotely.
Let’s Build What’s Next—Together
Today’s challenges don’t sit in one category. Neither should your solutions. When infrastructure, digital transformation, and security work together, complexity fades and progress accelerates.