The Client

One of the largest social media companies in the world, the US based company has more than 300 million active users. Headquartered in San Francisco, the company was launched in 2007 and today employs 7,500 people in 33 locations around the world with 5,500 in the US, working out of 12 offices. An immensely influential company, its mission is “to give everyone the power to create and share ideas and information instantly, without barriers.”

The Challenge

As a result of the company’s rapid growth and expansion, operational challenges of maintaining their AV and desktop systems throughout their enterprise arose. TRITECH was selected to develop and implement a plan that would bring needed consistency in the way systems were serviced and maintained. TRITECH assigned a series of tasks that the clients’ team deemed critical to the successful operation of their offices:

  1. As determined by each local office, weekly or monthly sweeps of all desktop peripherals including keyboards, chargers, displays, etc.
  2. Monthly AV room sweeps to test all functions of individual devices as well as system tests of main functions.
  3. Provide qualified staffing, as requested by each location.
  4. Provide ad hoc break/fix services as requested by each location, through a centralized request system.

From the outset, one of the main challenges was managing the logistics of working in heavily used rooms while trying to identify, then fix any issues. With limited time available in each location, prioritizing tasks was also a concern since each office had different priorities.  Changes to schedules, personnel and room availability added to the complexity of the project.

The Solutions

Accurate reporting of tasks to the team was critical so TRITECH developed custom reports that track completed and scheduled activities weekly.  The reports are reviewed by the team and used to assess progress and plan upcoming activities.  Progress reports are also distributed to local offices informing them of accomplishments and status of their individual projects.  As a result of the regular team meetings, critical staff shortages were identified in the NY office and TRITECH placed technicians to provide additional meeting support and address any service and maintenance issues as they arise.

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