Choosing an AV Partner –
What to look for when hiring an AV integrator

By John Wesley Nash, Biamp Systems, 14 July 2009
Originally published in the Guide to working with AV integrators, an AV Technology supplement

No two AV projects are ever the same, and there is no such thing as a "normal" project. Sure, there may be general system types and applications in common, but every project has unique challenges and special circumstances, so it's critical that the AV system integrator for your project has the right combination of skills and experience. Finding the right AV systems integration company for your specific project depends on many factors.

Experience

Among the first questions to ask your prospective AV integrator is their experience with projects similar to the one that you're embarking on. Determine if the firm has successfully completed projects of similar scope and size. Most AV integrators work with customers from multiple vertical markets, but many also concentrate in one or a few specific niches such as education, government, or others. Through experience, they have learned many of the procurement nuances of certain markets. Find out if they have specific knowledge of working with organizations like yours; especially when it comes to understanding the RFP process, invoicing, and delivery requirements.

Professional AV firms have learned the value of developing expertise in project management. Inquire about the firm's approach to this critical aspect of their business. They should have a well-defined and proven methodology that is adaptable to any project size. And ask about personnel – will they assign one project manager to your project who will remain from start to finish?

Some AV companies have been in business for decades, and some are relatively new. Regardless of their tenure in the industry, it's important for you to know their history. Can they cite a number of satisfied, long-term clients? Satisfied customers are the best possible testament to a firm's capability.

Technical Competence

Depending on the complexity of your project, you will want to find a firm that can handle most (if not all) of the various engineering services that will be required. Engineering expertise in areas like mechanical, systems, console design, acoustics – all under the same roof – can make your project go more smoothly in "crunch time." Also, be sure that they have current knowledge of emerging technologies.

The final stage of any AV project is the actual installation. Have your prospective integrator review with you their staff capabilities and qualifications, functional experience, and real-world expertise

Turnkey services

AV systems integration firms are used to offering a complete range of products, systems, and services. If they can't offer a turnkey approach, be cautious. Most reputable integrators have knowledge of – and access to – many types of products and vendors. To protect against product obsolescence, they also should maintain an awareness of trends in product development. They should have some sense of pricing trends, product delivery schedules, and warranty programs. This type of product knowledge is the result of good vendor relationships. If they can't demonstrate knowledge in these areas, they probably do not have the type of positive vendor relationship that you'll need to ensure a successful project outcome.

You should also look for operational capabilities in your prospective AV systems integrator. They should be able to demonstrate an ability to organize and track shipments to the job site. AV systems are comprised of a myriad of parts, components, materials, and subsystems. The AV firm should have an established and comprehensive asset management process to track all of these items.

It's also entirely appropriate to assess their physical presence. There should be adequate space for receiving, assembly, testing, and storage of subsystems before delivery to the job site. Once subsystems are ready to go, can they assure reliable delivery to project location? Do they have professional movers who specialize in transporting technical equipment?

Final Assembly and Commissioning

Once the systems are installed, the project isn't complete until it's been fully commissioned. Make sure the integration firm has staff specialists who perform the final assembly work and commissioning of the system (along with any AV consultants who may be on the project.) They should also offer to provide detailed documentation of all systems. And don't forget to ask about raining programs; any good integrator knows that systems aren't fully utilized – and customers aren't satisfied – unless the ultimate end-users know how to actually use the gear, and are comfortable doing so.

Service and Support

Finally, be sure that the AV firm offers a complete program of after-sale service and support. Ask to tour their service department and get an introduction to their staff. What kind of equipment do they have? Do they have experience with systems and products like the ones you may be buying from them? Ask about long-term maintenance agreements and extended warranty options. Any AV systems integration company who takes pride in their work and whose goal is a satisfied customer should offer these types of customer care programs.

John Nash is executive vice president and COO of Communications Engineering, Inc., a global media communications integrator based in Newington, VA.

Six Key Qualifiers (source: TV Magic)

1. Get references and find out if the integrator has successfully completed any projects similar to the one you're planning.
2. Look for a company with strong vendor relationships and past experience working closely with architects and contractors.
3. Find out if the company uses a well-established and highly detailed methodology in approaching each project and following through to completion.
4. Ask about how design decisions and the actual installation will be documented – done in AutoCAD with a soft copy on DVD or CD, for example – for future reference or troubleshooting.
5. Work with an integrator whose overall service includes engineering, installation, training, and ongoing support and warranty of the system design for a set period of time.
6. Make sure the integrator has the licenses and insurance necessary for doing work in your state.

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