Mission Critical to Mission Accomplished

Tom Sheeran, Senior Vice President of Constant Technologies, spoke about the increased demand in logistics and how command and control centers handle the situation.

“Logistics demand has skyrocketed over the last few years for services such as Amazon, FedEx, UPS and other online services, especially during a pandemic,” Sheeran said. “A lot of people are putting even more and more stress on those types of logistics services, not only for personal use but also for corporate use.”

These services and functions have to run uninterrupted, and that is where operation centers come into play. These centers manage and monitor everything from security and network operations to IT and data centers.

“If these critical services aren’t running, it can take down a portion of the logistics industry and result in business risk and slowdown,” Sheeran warned.

With the increase in demand for logistics come increasing challenges.

“We’ve seen a lot of challenges moving materials from point A to point B while providing predictable and reliable information to assess those risks,” Sheeran said. “The monitoring and command centers help to alleviate a lot of these challenges and risks.”

Hospitals that had built-in command centers had a leg up, said Gip Sisson, Senior Project Manager for Constant Technologies. With data already at administrators’ fingertips, they were able to plot the best course of action and quickly react as things changed.

“The front of these work groups allows the staff to see the entire overview of the hospital in real time. The central location allows for better communication, faster decision-making and, using predictive-type software and the information getting fed into the hospital system, they can see the hospital data and project it out one day, one week or one month in advance,” he said.

“This is something that improves the hospital efficiency. The key is to spot the potential bottlenecks before the happen. Providing them the tools to do that is something that Constant has taken some pride in and enjoyed working on.”

With command centers proving a savvy investment for so many hospitals as they cope with the pandemic, Sisson said more around the world might follow suit.

“I think any time you can prove that the efficiency gained through a command center results in a bottom line, a hospital is going to take a strong look at that. So, in that sense, I think these command centers are going to continue to catch on,” Sisson said.

“One thing that we’re extra aware of now is the flow of people in an operations center,” said Heather Conover, Senior Project Manager for Constant Technologies. “We’re trying to be aware of entrances, exits, corridors, anywhere there could be a traffic jam in a room where people are trying to social distance. Another thing we’re seeing that’s popping up everywhere is added signage in an operation center to maybe show social distancing or arrows on the floor to show you, when you exit, which way you can go.”

While the name of the game is about keeping people further apart, we all hope for the day when we once gain are able to be within six feet of each other. With that in mind, many of Constant’s designs are allowing for that space to be utilized in the future as something different once the need for social distancing lessens.

“Things are really going to get spaced out more, and, in those spaces, we’ll find ways to provide more storage or maintain a distant space so, in the future, if they want to add on to their room, they’re already set to add these new positions in,” said Ron Costa, Director of Console Operations at Constant Technologies.

President of Constant Technologies Brad Righi knows the mission-critical industry isn't immune to the COVID-19 pandemic's challenges.

As Righi pointed out, while many employees have worked remotely during the pandemic, mission-critical centers are the nerve center of businesses and must operate 24/7.

“The unique challenge for us to guarantee uptime and, at the same time, not have full access has caused us to pivot our service department and ramp up,” Righi said.

That also means more remote support.

“We typically perform on-site,” he said.

Constant Technologies has supplemented solutions with lots of videos and remote troubleshooting to ensure clients have complete uptime during the pandemic.

Adapting and changing to meet the needs of the pandemic also means pivoting with the client's needs. Righi knows the key to Constant Technologies’ success lies in its client partnerships.

“The pandemic gives most of our clients a chance to take a fresh look at offices they may not staff in the same way in the future and where they are going to plan their operation center,” Righi said.

And Constant Technologies will work with its clients to create the right solutions during and after the pandemic.

What does Righi think the future of mission-critical environments might look like after the pandemic is over?

“I always envision, even in the future, the actual operations center still being within a brick and mortar building,” Righi said. “What I think will change is the security and the information shared in and out of that room.”

Danny Sasseville has been with Constant Technologies for 23 years. Originally an architect and structural engineer for the company, he's now the VP of Project Engineering.

Sassevillle joined host Lukas Cox to talk about implementing systems for quality control, the benefits of these systems and his experience with them at Constant Technologies.

After the company evolved into the AV space, Sasseville moved to AV design. He said that his background is actually a benefit and that the projects he works on have more to do with architecture than engineering.

One way that Constant Tech sustains its culture and grows as a company is by being purpose-driven. Making sure everyone is informed and on board with the overarching mission is important.

Sasseville said that he and his engineering team developed their quality control system from the ground up. They took in many different perspectives to make sure anyone involved in the process can fully understand and implement their drawings.

He said that the company has started a new position for quality control: a Director of Installation services. This position oversees all installations, making sure every action is done the same way for every project and process.

The goal of the position, said Sasseville, is to implement and “follow a systematic sense of rules.”

Sasseville said that making sure all departments are involved in what's going on in a project is “vital to our success.”

When it comes to operations center solutions, some vendors may handle the audiovisual needs of the center, while others may be console manufacturers. Constant Technologies offers both, providing a complete solution for your operations center. Heather Conover, Senior Project Manager at Constant Technologies, joined this episode of Mission Critical to discuss the needs of operations centers and how Constant provides a turnkey solution.

One of the essential factors in operations center design is recognizing the needs of the operators who work long shifts. The day-in, day-out, 24/7 use of these rooms require comfort and durability in the console furniture they will utilize in the room, said Conover. In terms of the AV systems, they, too, must be able to handle the rigors of a round-the-clock environment.

“Not only does all the equipment need to be robust,” Conover said, “but it needs to be easy to operate.”

Conover noted that each operations center has its own unique needs, and these rooms come in all shapes in sizes. Constant Technologies’ goal is to create a total solution that puts together the right equipment and furniture designed to meet the specific needs of the customer.

“We’re not trying to push a product that may or may not meet a customer’s needs. We’re trying to find out what works best them in bringing that system together,” Conover said.

Ryan Wolstencroft, Principal Support Analyst at Constant Technologies, joined this episode of Mission Critical to Mission Possible to talk about how businesses can keep their operations centers running efficiently, 24/7.

Careful planning and consideration of a business’ needs is the first step in building a command center.

“Do that,” Wolstencroft said, “and you already avoid complications that could arise down the road.”

The Constant Technologies team trains on-site staff on how to use the equipment during the setup process. The internal staff can then address smaller issues without a service call.

Wolstencroft recommends annual preventative maintenance for his command centers. During these maintenance visits, Wolstencroft said Constant Technologies service teams inspect everything top to bottom, and provide additional training, or refresh training, for any new employees that are working in the center.

A piece of advice Wolstencroft offered, “When planning and developing a command center, consult with the people who will be working in the room and using the equipment.”

And Wolstencroft said that Constant Technologies has a team of design engineers on hand to ensure the right command center setup is in place, without unnecessary equipment a company doesn’t need.

As for what’s new in operations center technology, Wolstencroft said LED video wall technology is less expensive and more expansive than ever, and companies want to take advantage of these capabilities.

Data knows no borders. Business is becoming increasingly globalized, implementing advanced technologies and instantaneous communication. As such, companies are developing outposts around the world. On today’s episode of Mission Critical to Mission Accomplished by Constant Technologies, we were joined by Constant Tech’s CTO Steve Sullivan, who discussed how and why the company is making its way overseas.

Whether it’s a U.S. company dipping a toe in an international market, or a global corporation looking to set up regional centers around the globe, Constant Technologies is the mastermind behind mission-critical command centers on five continents. Sullivan explaind that behind every American client follows several foreign clients.

“Every project we have has its own challenges to work with,” said Sullivan of collaborating with clients from all countries. Be it logistics, time changes, customs, country-specific certificates, or discrepancies in voltage, Constant Technologies adapts to all kinds of contingencies.

Conducting business internationally always necessitates learning the customs and traditions that are important to clients in other parts of the world, something Constant Technologies continues to do with each new client. According to Sullivan, no matter what country or industry you’re in, mission-critical command centers offer an invaluable asset to global business—the ability to “monitor information and react very quickly to it.”

In today’s fast-paced, data-driven world, instant global communication and presence are at the core of what drives value for Constant Technologies’ customers.

On today’s episode of Mission Critical to Mission Accomplished, we explored the evolving role of command centers with guest Kelly Okerson, Sales and Marketing associate at Constant Technologies.

“Command centers are mission critical hubs, and mission critical varies by industry. Traditionally, a command center was really only thought of in terms for emergencies or crises. Now, any company that collects and monitors large amounts of data can find an application for command centers,” Okerson said.

The industry has seen more adoption of command centers in these more unique use cases, including cybersecurity, social media monitoring, and hospital operations. “With so much data captured by businesses, a command center gives them a central place to track it and identify any actions that need to be taken in real time,” she said.

Okerson gave the example of a recent command center installation Constant Technologies did for Carnival Cruise ships. This fleet operation setup allows administrators to understand each ship’s performance, location, full usage, and more.

She also noted that there are misconceptions about command centers, especially around installation. “Many companies don’t realize the scope of what is included in command centers. For example, many think you can just consumer grade LEDs for your video wall. But a command center is a 24/7 operation, so it’s necessary to use commercial grade. It can be overwhelming, but when businesses partner with us, we make it much easier.”

So, what’s the right approach to creating a command center? For Okerson, that answer is more flexible than one might expect. “The right approach comes down to the goals of the company. That will inform your software, hardware, and setup.”