Proactive AV Support with Xyte
Citadel Edge is a Melbourne-based Australian integration business specializing in AV, collaboration, and managed support solutions. The company helps organizations simplify and support technology across meeting rooms, boardrooms, lecture theatres, and other collaboration spaces.
Industry
Audio&Video
Challenge
Customer expectations shifted sharply after Covid, with more people working remotely and relying on connected spaces across offices, schools, and other sites. Citadel needed a way to maintain uptime across conference rooms, lecture theatres, and meeting spaces while reducing the time engineers and technicians spent diagnosing issues.
Approach
After first connecting with Xyte at ISE 2025, Citadel looked for a partner that could go beyond basic device management. The goal was to turn device data into practical, actionable insight that technicians could use to identify issues faster and respond more efficiently.
Solution
Xyte provided Citadel with a more forward-looking, data-driven approach to monitoring and support across devices, brands, and suppliers. By combining agnostic device visibility with AI-driven insight, the platform helped Citadel move toward proactive service, where technicians could understand likely problems before arriving on site.
Results
- Reduced time spent troubleshooting and diagnosing room and device issues
- Improved uptime for conference rooms, lecture theatres, and meeting spaces
- Enabled more proactive support before end users were affected
- Helped technicians arrive on site better prepared to fix known issues
- Created opportunities to lower downtime-related costs for customers
"If we can understand what’s happening in the room overnight and we can solve problems before they even get to work or get to a lecture, we’re ahead of the curve. And this is what people are looking for now. Up until the last 12 months, there hadn’t been products that allowed us to do this agnostically, across all brands and suppliers."
