Ross Video’s Commitment to Customer Satisfaction   

Great broadcasting is built on precision. Teams, technology, and workflows converge to create seamless experiences that delight viewers and deliver great content. But while great technology can make great production teams better, it’s only as reliable as the support behind it. 

When live productions demand split-second execution, an unresponsive or inexperienced vendor can mean costly downtime, lost viewership, and operational chaos. Too often, broadcasters face slow response times and unresolved technical issues, forcing production teams to scramble for solutions. The impact extends beyond technical issues, creating internal pressure, affecting team morale, and straining the overall production culture.

In this article, we’ll explore why a vendor’s commitment to customer satisfaction is critical, the risks of inadequate support, and how Ross Video’s customer-first approach ensures long-term success for broadcasters worldwide. 

The risks of poor customer support in broadcasting    

Vendor reliability is just as critical as the technology itself. When support is slow, inconsistent, or ineffective, broadcasters are left vulnerable to technical failures, production delays, and reputational damage. Poor vendor support doesn’t just cause frustration, it can impact revenue and erode audience trust.

How vendor neglect impacts live production 

Live broadcasting requires fast and effective issue resolution. When a technical issue arises in the lead-up to a live event, there’s no time to waste. Yet, many broadcasters experience slow or unhelpful vendor support, forcing teams to troubleshoot issues on their own while trying to get on the air. 

When this happens, the issues pile up. 

• Unresolved technical issues put productions in jeopardy.
• Slow response times force production teams to create last-minute workarounds, increasing stress and the risk of further errors. 
• When vendors are slow to engage broadcasters are left exposed to recurring failures. 

While broadcast engineers are the first line of defence in keeping systems running— when issues go beyond internal fixes, responsive vendor support helps reduce stress and keeps production teams focused on the show.

The hidden costs of unreliable vendor support 

The effects of poor vendor service extend beyond on-air disruptions. They can create instability throughout a production team, leading to long-term operational issues. 

• Production teams experience unnecessary stress, increasing the risk of burnout and errors. 
• High vendor staff turnover results in inconsistent support experiences, forcing broadcasters to re-explain their unresolved issues to different representatives. 
• Short-term service models prioritize sales over customer success, meaning vendors are more focused on acquiring new clients rather than maintaining long-term relationships. 

It’s important to note that the negative impact of poor customer support doesn’t need to be felt during one, enormous outage or workflow failure. Consistent, minor hiccups in production workflows—coupled with more issue resolution support—have an eroding effect on broadcast teams, causing them to lose confidence in their systems over time. In aggregate, minor issues can have just as significant an impact on a broadcast company as single, catastrophic events. 

No broadcast vendor is perfect, but they should resolve issues in a timely manner. A true broadcast technology partner provides fast and effective support, long-term reliability, and a commitment to customer success. Without this level of dedication, even minor disruptions can lead to operational inefficiencies and lost revenue.

What true customer commitment looks like in broadcasting 

A reliable broadcast technology partner does more than just provide technical support, they take a holistic approach to customer success.  

True commitment means ensuring broadcasters have the tools, knowledge, and support to stay ahead of industry challenges. This level of service helps minimize the risk of disruption, builds long-term trust, and ensures technology investments deliver real, lasting value. 

A holistic approach to customer success 

Customer commitment starts before problems arise. The best vendors listen closely to industry needs, stay informed on evolving workflows, and develop solutions that address real-world broadcast challenges. 

Here’s what that looks like: 

• Reliable support means that vendors provide timely updates, well-documented best practices, and access to ongoing training to ensure broadcasters reduce risk and avoid recurring issues.
• Customer-driven development means technology evolves with industry needs. Vendors that actively collect broadcaster feedback and refine their solutions ensure that updates and innovations are practical and beneficial. 
• Seamless onboarding and training set broadcasters up for long-term success. A true partner provides hands-on implementation support, thorough training, and workflow customization to ensure that new systems integrate smoothly into existing operations. 

The importance of real-time, expert support 

When technical issues do arise, every second counts. The best vendors offer real-time, expert support from professionals who understand live production challenges. 

This includes: 

• 24/7 global assistance to prevent broadcast interruptions, ensuring a lack of support doesn’t compromise critical production moments. 
• Fast, knowledgeable technicians to ensure rapid troubleshooting and resolution, preventing minor technical issues from escalating into major failures. 
• Dedicated account managers available for customers with complex workflows or long-term service needs, offer an added layer of personalized support. 

Long-term customer relationships, not just transactions 

A true partnership extends beyond the initial sale. The best vendors prioritize customer retention and ongoing satisfaction, ensuring that broadcasters continue to receive value long after implementation. 

Here’s what that looks like in practice. 

• Consistent service, regular check-ins, and mutual trust strengthen vendor-broadcaster relationships over time. 
• A focus on customer retention over acquisition ensures that vendors remain invested in their customers’ long-term success rather than prioritizing short-term revenue. 
• Predictable service agreements and clear upgrade paths remove uncertainty, allowing broadcasters to plan for the future with confidence, knowing their technology will be supported for years to come. 

Ethical business practices that reinforce trust 

Trust is built on transparency, accountability, and the ability to deliver on promises. Ethical vendors prioritize their customers’ success over short-term profits, ensuring that service agreements are fair, pricing is clear, and quality rather than sales quotas drive product development.

• Clear pricing and contracts help customers understand what they’re getting—avoiding surprises and supporting long-term planning.
• A commitment to “not shipping crap” reflects a dedication to quality control and long-term accountability. 

Vendors that take responsibility for challenges, rather than shifting blame, earn long-term customer confidence and maintain strong industry reputations. 

Support that goes beyond troubleshooting 

A true broadcast technology partner does more than fix problems, they help broadcasters maximize the value of their technology investments. 

Ongoing support, training, and industry insight ensure customers stay ahead of new challenges.  

Here’s what the gold standard looks like. 

• Regular training, software updates, and advisory services empower broadcasters to optimize their workflows and make the most of their tools. 
• Proactive customer engagement means the vendor actively seeks feedback, refines solutions, and continually improves its offerings based on real user needs. 
• Industry leadership and knowledge sharing allow customers to anticipate trends, adopt new technologies confidently, and future-proof their operations.

Watch: Rethinking Newsroom Efficiency: Trust & Technology

How Ross Video was built on customer satisfaction  

At Ross Video, customer satisfaction isn’t just a priority, it’s embedded in the company’s DNA. Here’s how the Ross team lives and breathes customer satisfaction across all departments in our organization. 

A culture of customer service at every stage 

From initial consultations to post-implementation support, Ross ensures that broadcasters receive tailored guidance, clear communication, and dedicated assistance every step of the way.  

Unlike vendors that treat customer service as an afterthought, Ross takes a collaborative and cross-departmental approach, bringing together sales, product development, and support teams to provide customers with solutions that fit their unique needs. 

For Record TV Rio, a major broadcaster in Brazil, this hands-on approach made all the difference during a crucial technology upgrade.  

While adopting new broadcast infrastructure can be disruptive, Ross Video’s in-person training and direct customer support ensured a seamless transition. Instead of facing technical hurdles or workflow disruptions, the Record TV Rio team was able to quickly adapt and maximize the system’s capabilities from day one. 

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“The comprehensive in-person training enabled a smooth transition to the new system. This partnership-driven approach has added immense value to Record TV Rio’s operations,” said Julio Abreu, Director of Operations at Record TV Rio. 

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Ross Video’s focus on long-term partnerships rather than one-time sales means customers aren’t just purchasing a product. They’re gaining a trusted technology partner committed to their success.  

Responsive and effective service 

Ross Video takes a responsive, customer-informed approach to long-term success. It gathers feedback, implements improvements, and helps broadcasters stay ahead of emerging production demands. 

With ongoing technical guidance and system updates, Ross helps customers prevent downtime before it happens. This strategy includes regular check-ins, customer feedback loops, and ongoing system improvements that keep broadcasters ahead of industry challenges. 

For ESL and Drone Champions League (DCL), Ross Video’s responsiveness was a game-changer as they transitioned their drone racing broadcasts into a fully virtual format.  

The Rocket Surgery Virtual Productions (RSVP) team—Ross Video’s dedicated virtual productions division—provided real-time remote configuration, troubleshooting, and expert technical support, ensuring the seamless integration of Voyager and XPression graphics solutions into their live esports broadcasts. 

Ross Video’s ability to deliver hands-on, real-time technical assistance ensured that ESL and DCL could execute flawless virtual drone racing events without production delays or technical disruptions—an essential factor in an industry where live content must be executed with absolute precision. 

A strong, stable company with a long-term vision 

Ross Video’s commitment to customer satisfaction is backed by a history of stability and continuous innovation. With 50+ years of family ownership and 33 consecutive years of growth, Ross provides the financial and operational security that broadcasters need to ensure long-term success. 

This stability and long-term thinking were crucial for Austin PBS, a nonprofit public media institution. As production standards evolved and audience expectations with them, Austin PBS embarked on a long-term project to build a new media center. The project, years in the making, faced a series of daunting setbacks: COVID-related delays, global equipment shortages, and a once-in-a-generation Texas freeze that flooded much of the newly installed infrastructure. 

Austin PBS needed more than vendors to successfully overcome those challenges. They needed partners who could bring expertise, resilience, and trust to the table.  

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“Ross is not a company that is chasing shiny things. It is instead iteratively improving on what its core business is…That’s what we look for in a company that we believe we can trust with something that is critically important — ultimately funded by our neighbourhood.” – Chris Ostertag – CTO Austin, PBS

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More than a vendor—Ross Video is a partner 

For Ross Video, customer commitment means more than technical support. It’s about being a reliable, long-term partner that broadcasters can depend on for years to come. Whether through tailored service, dependable problem-solving, or industry-leading stability, Ross ensures that customers receive not just the best technology but also the best support to maximize their success.

If you’re looking for a vendor that prioritizes customer success, talk to a Ross Video expert today to see how we can support your broadcast operations for years to come.