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August 1, 2023

How PIVIUM Never Loses Sight of the Customer Experience


For the innovative ways it’s able to pivot to prioritize clients, PIVIUM was named a 2023 Excellence in Business award winner in the Customer Experience category.

As a boutique AV firm, PIVIUM may be small, but its size is a definite advantage in many ways. For one, it allows the company to quickly adapt as client needs and technology changes advance over time.

PIVIUM constantly seeks out new and innovative ways to improve the client experience. In fact, it has an entire team dedicated to it. And when the company experienced significant growth in 2022, it wanted to make sure the client experience wasn’t forgotten.

To support massive upward growth and better serve its commercial and healthcare clients, PIVIUM decided to redefine and reshape what its client experience team was all about.

First, a new position was created to lead the team in the right direction. This role was filled by Dan Yort, who’s been with PIVIUM for 22 years and now serves as the director of client experience. He supports the expansion of the company’s regional and national footprints.

In addition, the company promoted a second veteran team member by naming Zach Schacht as the western region project manager. Finally, the company redefined the roles of its service experience manager and client fulfillment specialist positions.

To further improve the customer experience, PIVIUM unveiled a new partner portal as well, which was integrated into the existing client relationship management system in 2022. “The portal has tremendously improved communication with our network of service partners to ensure the timely, successful delivery of client service requests,” says Yort.

But repositioning to support customer experiences wasn’t the only transformation PIVIUM underwent last year. The company also made a shift to respond to technological changes created by today’s workforce.

By expanding its pro AV division, including engineering and field technician resources, PIVIUM is now better positioned to support the modern AV needs of collaborative teams, from displays and digital signage to digital art and wayfinding.

To support this initiative, the company welcomed John Campanella, an AV industry veteran, AVIXA trainer, and Master Certified Crestron Programmer. In this role, he directs the growth and development of the company’s new division, which tackles projects and service requests outside PIVIUM’s legacy business and is supported with a design-build approach. He also established a talented field team made up of a lead AV technician and junior AV technician.

“With the new resources and talent developed within this unit, we are committed to designing and building more spaces focusing on what matters most: the human experience,” says Yort.

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