Attitudes toward collaboration have evolved dramatically over the past few years. Fueled both by technology advances and pandemic-imposed requirements, organizations of all stripes have come to realize that the hybrid workplace is here to stay. More than that, they’ve zeroed in on what a dispersed workforce needs from collaboration technology: simplicity, reliability, and scalability.

Switching over to a game changer

Recently, we completed the first phase of a project for a high-profile entertainment company with locations worldwide. The assignment: to develop a videoconferencing standard that can be adopted organization wide. At the heart of the solution we provided was the Q-SYS audio, video and control platform. The fact that we chose Q-SYS over some well-established alternatives says a lot about what a game changer QSC has created. 

Perhaps the best way to understand the value of the Q-SYS platform is to look first at how we approach each project. It involves listening to the client, gaining a keen understanding of all their pain points and strategic goals, and coming back to them with a solution that not only addresses the needs they’ve identified, but all the considerations that have popped up on our radar screen. Our goal is to be a trusted partner to our clients – an ally they can count on to keep their technology infrastructure performing at peak levels. And that means really THINKING on their behalf about the entire project life cycle from design through launch to end-of-life.  

Easy to use. Easy to choose

In this case, we had a client with far-flung operations that required constant, multi-party collaboration among a large number of users. Rather than treating each room or facility as a standalone project, the client wanted to establish a standardized conferencing solution that employees only had to learn once and could then navigate successfully at any of the company’s myriad facilities. They also wanted a system that wasn’t just easy to operate but also simple to troubleshoot and service.  

Another key project requirement was that the solution be deployable quickly. The organization’s current system was not performing well and the need for multi-party collaboration was growing by the day. 

Our research took us in a new direction

We dove DEEP into possible solutions, and at every turn we landed at Q-SYS. As we investigated Q-SYS with our client, they were struck by the simplicity and elegance of the solution it provided. Q-SYS, our client discovered, was designed both for ease of use and for ease of integration. 

There are some very robust UC platforms out there, but you pay a price for all that capability. Ultra-powerful systems typically require custom coding and programming. That level of specialization takes time, costs money, and can lead to expensive fixes and upgrades down the line.

Great enough to win our trust

Let’s go back to where we started: From single-location organizations to global enterprise clients like this one, organizations today want simple, reliable, and scalable solutions. The beauty of 

Q-SYS is that it studiously avoids overkill. It might not be the answer for absolutely every application, but it’s a powerful performer that won’t break a sweat while meeting the needs of 99% of users.  

“Today Q-SYS may not be the answer for, say, a full matrix assembly room where you have multiple inputs and outputs, but for small, medium and large conference rooms, it’s a reliable and very flexible solution that enables a substantial degree of customization without complicated programming,” says ClearTech CTO Joe Perez.  “Moreover, Q-SYS plays well with all the manufacturers we know and trust.”

Continues Perez: “Maybe you’re thinking that we chose Q-SYS for this client because it was ‘good enough” for most uses. But ‘good enough’ doesn’t do this technology justice. It’s great enough to have earned our admiration and trust. Just as important, the Q-SYS platform has earned raves from our client, who is eager to adopt this standard across its communication infrastructure.”

The lessons we’ve learned again and again

So what’s the lesson here? There are a few, the first one being: Listen to your clients. Get a real handle on what they need and take the time to anticipate how those requirements will evolve over time. Second, never settle for the status quo. Bring a fresh perspective to each project and start the process of solution creation with a blank slate. Technology is evolving rapidly. New paradigms can arise. If you’re serious about being a trusted partner to your clients, you owe it to them to explore every option, both established and ascendant.  

ClearTech’s new sales lead marshals a passion for solving client business problems

Equipped with a deep background in technology, proven track record of in managed services, and a law degree to boot, Dahlia Abrams, our new Director of Sales, brings a remarkable set of skills to ClearTech, spearheading efforts to build and strengthen our client relationships.

Not only does Dahlia understand the power of combining cutting-edge collaboration technology with customized managed services offerings, she will also be essential to providing our clients with safe and secure solutions that are easy to use and manage with her technical and legal acumen – along with her background in software as a service.

We talked with Dahlia about her career background, what led her to ClearTech, and her vision for building client relationships.

Can you tell us a little bit about the arc of your career thus far?

Sure. I’m from New York City, born and raised in Queens, and I went to college and law school out east. I started my legal career at a pivotal time – when the digital and legal worlds were colliding. Being part of that evolution and developing creative, cost-effective ways to solve for this new challenge fueled my passion for technology. Since then, the impact of technology has become even more pervasive. With hacks becoming more and more prevalent and impacting private corporate communications and business operations, privacy and security measures are paramount, and are evolving to meet the current landscape. Compliance regulations are evolving as well, and AI is developing at an astonishing rate. My passion for the convergence of law and technology has led me to develop effective go-to-market strategies, grow new markets, and work with some of the largest global organizations across multiple verticals to address and get ahead of these challenges by implementing the right tech stack. I get a lot of satisfaction from working with clients to solve for business needs by providing transformative solutions.

What is it that drew your attention to ClearTech?

I’m really excited about what ClearTech brings to the table for our clients. One thing that sets us apart is our commitment to being a trusted business partner that forges lasting relationships with each client. We take pride in offering personalized attention and a white-glove service approach, understanding their needs, and refining and adapting our solutions to meet their evolving demands. I was also excited about ClearTech’s ability to serve clients of all sizes, from fast-growing startups to multi-location enterprises, which are a big part of my background.

Another thing I love about ClearTech is the sense of urgency and creativity the company brings to solving clients’ problems. My background as an attorney has taught me the value of urgency and efficiency. My background in technology has taught me the importance of leveraging configurable right-sized solutions and being creative and visionary when putting together custom solutions, anticipating solving the needs of today, while anticipating needs down the line. Getting right to the point, and getting things done is just a part of who I am. That’s a good mindset to have with our clients, because time is of the essence when it comes to AV and collaboration. 

That’s part of why I’m so excited to lead the charge in bringing customized managed services to our clients – they’re an exceptionally powerful tool to propel growth and fuel productivity.

Tell us more about that.

I see managed services as a huge value add. For example, when you partner with us to monitor, manage, and report on your AV infrastructure, you’ll have experts focusing on the technology – people who know what’s needed to solve any AV-related issue and keep everything performing at peak levels. This empowers your existing IT team to focus on what THEY do best. That makes a high-cost workforce more productive, and increased productivity translates into money saved. And speaking of increased productivity, think about the value of having an AV system that’s always going to be there when you need it – that won’t fail when you’re having an important executive meeting, company town hall or investor call. And then there’s simply the peace of mind that comes from having a trusted partner whose sole mission is to keep your system running. Managed services, in fact, are all about peace of mind with predictable costs and constant service.

Additionally: While there are a lot of advantages, there are also concerns with software increasingly operating in the cloud. Having a partner with expertise in monitoring and managing your communication infrastructure helps to ensure all the necessary security measures are in place, and always functional.

More importantly, customization is pivotal in managed services because every business in every industry is unique with each organization having different goals, needs and preferences. Our entire business model is built on becoming a trusted partner to our clients, meaning we don’t just dump an off-the-shelf solution on them; instead, we get to know them, we commit to them, and together, we work to provide optimal solutions to meet their changing needs. I love creating that kind of impact in my business relationships.

You sound pretty passionate about this.

I am EXTREMELY passionate about solving business problems and using technology to make business operations more efficient and even fun. We’re constantly upgrading the tech in our personal lives, and there’s more and more of a growing expectation for that in our work lives. I enjoy bringing cutting-edge solutions to businesses in order to make them more effective. But it’s more than just the solutions. They’re put in place to help people, and that’s what really lights me up– meeting and helping people get what they need to be successful.

My role at ClearTech will center around developing new business relationships, but I’ll also focus on maintaining and growing existing ones. Fundamentally, I just want to provide value to the people we have relationships with. And I think that’s about more than just checking in with them; It’s about understanding what it takes to make them successful, and then arming them with tools and information to make their lives easier. 

Tell us a bit about your life outside of work.

Despite being a native New Yorker, I’ve fully embraced life as an Angeleno. I have a 16-year-old son who aspires to be an aerospace engineer. This is a great place for him to embark on that journey, and I love living here, enjoying a wide range of activities this city has to offer with my son. When I’m not working, I enjoy hiking, searching out the best sushi, and reading up on all things AI. I also enjoy spending my time volunteering for causes I’m passionate about – ending homelessness and providing more educational opportunities to underserved youth. In his spare time, my son tries to get me to learn Python coding, but I’m not nearly as good as he is!

I’ll tell you something else I’m passionate about: I love that ClearTech is a woman-owned business with an exceptionally diverse and talented team, and that we are a mission-driven company with a commitment to bettering our communities and advancing sustainability.  I’m excited to be a part of ClearTech and help chart our future. 

As diverse as our clients are, this year they’re reporting remarkably similar experiences: The workplace and educational landscapes are transforming before their eyes; change is the only constant; and labor shortages and supply-chain issues are preventing them from making progress as rapidly as they’d like. They’re eager to move forward and are frustrated by the forces holding them back. In the face of these pressures (which we’re feeling as well), ClearTech is determined to be a catalyst for our clients’ progress rather than another impediment. 

To that end, we’ve been growing and strengthening our team, enlarging and optimizing our tech support and warehouse spaces, and investing resources in improving our customers’ service experience ­– particularly in the area of on-site support. The way we see it, even if megatrends and supply chain issues are beyond our control, ClearTech can make a significant difference in our corner of the world. And we’re doing that by going “all in” on client service. 

Here’s a peak into our strategic plan:

Nothing beats hands-on support. 

This is particularly true for enterprise clients, where change is coming fast and furiously. As they scramble to transform the workplace and adapt to a hybrid world, they’re more reliant than ever on their collaboration technology.

Recognizing the stakes for our customers, we resolved to ramp up customer support accordingly. And one of the most effective ways to do that is by providing dedicated, superior, on-site support.

At one of our clients, a large utility company, we have two staffers on location. One provides overarching support to addresses issues that may come up at multiple locations. The other provides executive support (among many other services) based out of the client’s corporate headquarters.

“Our onsite technicians require a combination of skills in addition to technical knowledge. For one thing, you have to be a sleuth,” says ClearTech Service Manager Matt Sher. “Glitches can occur on the user end, somewhere deep inside IT, and anywhere in between. When it’s not obvious where the issue is, you’ve got to be dogged about getting to the source of the problem.” 

One thing Matt has learned about executives: “They can be demanding and impatient, but if they know you’re actively pursuing the resolution to a problem, they’ll be understanding. The thing is, you can’t just pay lip service to providing support. The client has to SEE that you’re as invested as they are in resolving the issue. So, on top of everything else, this position demands a real problem-solving mentality.”

That insight is one of the reasons Matt has been promoted to Service Manager. All our on-site executive team support team members will be looking to him for the guidance and support they need to provide the same caliber of service that has made Matt a jewel in our service crown. 

When new equipment is scarce, ensure that current equipment performs at its peak.

We live in a time of planned obsolescence with shorter and shorter AV technology life-cycles. Many manufacturers care about quality only insofar as it will keep their gear functioning until the next iteration is rolled out and they can score another sale. 

One of the consequences of this kind of thinking is the horrific amount of e-waste our industry generates. And one of the best ways to counter the scourge of techno-trash is by extending the life of existing gear via repair and reuse. 

But the story doesn’t end there. Now that supply chain issues have dried up the supply of new gear, fixing and repurposing usable devices and peripherals really is the only option for many organizations who rely on that equipment for business continuity. And here is where ClearTech can have a direct impact. We’re staffing up to provide repair services. We’re also expanding our warehouse and workshop spaces. Furthermore, we’re taking advantage of the additional space to stock more inventory. 

Hire for character, work ethic and responsiveness.

Technical knowledge can be imparted. Character ­– and caring – cannot. A major reason ClearTech often beats out much larger integration firms for enterprise accounts is because of the type of people on our team. 

Say we’re providing live event support for a corporate client’s critically important investor meeting. “You need someone with the skills to make sure the event goes off without a hitch,” says ClearTech Director of Technical Services, Adam Mejia, “but that’s just part of the equation. Personality, problem-solving acumen, social skills, and a smooth and steady demeanor are all essential to instilling confidence and trust. A large number of our c-suite clients will ask for ClearTech support staffers by name. That’s an indication that we’re providing real value to them.” 

Incidentally, ClearTech Live support is one of the industry’s great bargains. “There are companies dedicated to providing services of this nature, and they charge many thousands of dollars for them. For all but the most elaborate events, however, our executive support team can set up, produce the meeting, and handle the teardown for a fraction of the cost,” says Meija.

Be a career destination.

The demand for technology professionals is hotter than ever, and large employers are paying top-dollar for talent. So how is it that ClearTech hasn’t just created a team of AV pros, but is adding to it every day?

One of the reasons is we strive to be a career destination – a place where individuals are celebrated and collaboration is prized, where each person can discover where their talents and passions lie, and every team member has the opportunity to realize their potential. 

“What’s also important,” says ClearTech founder and President Christina De Bono, “is to have a real mission as an organization – a purpose that elevates work beyond the transactional. We’re serious about cultivating the potential of individuals, but we’re also devoted – deeply – to bettering our community, and planet, by founding SAVe, Sustainability in AV, a non-profit organization dedicated to bringing stakeholders together in the AV industry to take concerted action in achieving the 2030 Sustainable Development Goals.”

Bottom line: People need to have a reason to work hard and provide genuinely great service to clients. For that to happen, they need both to be valued as individuals and given the opportunity to reach beyond themselves.

ClearTech is committed to advancing sustainable development. Learn about the actions we’re taking.

Talk about an honor: Our industry trade association, NSCA, has given ClearTech its 2021 “Stepping Up Award” for Community Outreach. We have always believed that our business will only be as successful as the communities that nurture and sustain us. In fact, this conviction is a core principle of ours, one we’ve practiced since our founding twelve years ago. We invite you to watch this brief video about some of our outreach efforts in 2020. We think it does a great job of explaining how ClearTech and our larger community support one another.