Financial Enterprise Transforms Collaboration with Bespoke Portal Management & C3

A leading global financial enterprise, operating across 25 countries in Europe, North America, Europe, and the Middle East and APAC approached New Era Technology to enhance the management and efficiency of its collaboration spaces.

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. 

Challenges

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. 

Solution  

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:

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.

Conclusion

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.