How Ross Video Earns Customer Trust Through Commitment and Experience 

Broadcasters’ needs change, but trust is a constant priority when choosing the right technology partners. Production teams need to trust the technology they use and the vendor support behind those tools. Without trust, confidence erodes, and teams become less comfortable in their ability to deliver exceptional viewer experiences for their audiences.  

Experience is one of the foundations of trust. It shows that the vendor can provide robust and steady platforms that broadcasters rely on and that they have the knowledge and resources needed to solve problems as they occur. Experience builds trust, which is why 55% of respondents to a recent Forrester survey said they trust companies that have existed for a long time. 

When broadcasters work with an inexperienced or short-term-focused vendor, that trust can quickly erode through recurrent technology failures and inconsistent support.  Choosing the right partner, therefore, isn’t just about the latest features—it’s about long-term stability, expertise, and a commitment to customer success.  

This article explores why commitment and experience matter in broadcast technology partnerships, the risks of working with unproven vendors, and how Ross Video’s track record of innovation and reliability ensures long-term success for broadcasters worldwide. 

The risks of choosing an inexperienced vendor 

New or unproven vendors often lack the technical depth, infrastructure, and industry expertise needed to meet the rigorous demands of live production. Without proven workflows, a track record of success, and reliable support systems, broadcasters risk downtime, costly inefficiencies, and disruptions to critical content delivery, all of which can have immediate and long-term impacts on their operational and financial health.  

Here are three key risks of working with an inexperienced vendor:

1. A weak operational foundation leads to unreliable service 

Live production environments require seamless technology integration and immediate troubleshooting support. Vendors without a well-established operational foundation often fail to meet these critical needs, leading to instability and frustration for broadcasters. 

Specific issues include: 

• Untested technology may not integrate smoothly with existing production systems, causing workflow disruptions and unexpected technical failures. 
• The lack of long-term support plans leaves broadcasters without necessary upgrades, security patches, or software fixes, increasing the risk of outdated and vulnerable systems.
• Underdeveloped support teams result in slow response times, inconsistent troubleshooting, and unresolved technical issues that disrupt live broadcasts.

Without robust technology and a support system designed for live production, broadcasters are left exposed to system failure.

2. Short-term business models create long-term instability 

Some vendors focus on quick sales and short-term market trends rather than building sustainable, long-term partnerships. This approach often leads to disruptive business decisions directly impacting a broadcaster’s ability to operate smoothly. 

This leads to problems like: 

• Frequent product discontinuations force broadcasters to invest in costly and unplanned technology replacements. 
• Sudden pricing changes and hidden fees create financial uncertainty, making it difficult for broadcasters to budget effectively for long-term growth. 
• Shifting corporate priorities can result in outsourced or deprioritized customer support, leaving broadcasters scrambling for solutions when technical failures occur. 

A stable, experienced vendor, on the other hand, ensures that customers have predictable upgrade paths, clear pricing, and a consistent level of service—not unpredictable disruptions. 

3. Operational inefficiencies increase costs and risks 

When vendors lack deep industry experience, broadcasters spend more time troubleshooting and less time producing high-quality content. Without well-integrated, scalable technology solutions, production teams must work around inefficiencies, leading to higher costs and lost productivity. 

• Technical failures lead to on-air disruptions, increasing pressure on the broadcast team and forcing quick, often imperfect workarounds.
• Slow support response times force production teams to sacrifice creativity and attention to detail with last-minute workarounds to keep broadcasts running. 
• Inefficient workflows limit scalability, making it difficult for broadcasters to expand without reinvesting in completely new infrastructure. 

Choosing a vendor with a proven track record, robust support systems, and a long-term commitment to customer success is essential to maintaining consistent, high-quality broadcasts. 

The value of experience in broadcast technology partnerships  

An experienced vendor is more than just a provider—they’re a strategic partner who adapts alongside the industry.  

Decades of experience bring stability, a refined product portfolio, and a deep understanding of broadcast challenges, ensuring broadcasters receive reliable, scalable, and built-to-last solutions. 

When vendors get to this stage, customers reap the benefits in the form of:  

• Customer-driven product developments that ensure updates, features, and improvements are designed to address real broadcaster challenges, not just market trends. 
• Well-structured support systems that deliver faster response times, expert troubleshooting, and hands-on assistance, minimize downtime and disruptions.
• Predictable pricing and service agreements allow broadcasters to plan, eliminating the risk of unexpected costs or last-minute contract changes. 
• Seamless integration with emerging technologies, providing scalable, forward-thinking solutions that broadcasters can rely on for years to come. 

Of course, experience isn’t just about the amount of time spent in the industry. It’s about the vendor’s commitment to ongoing improvement and collaboration with the industry, coupled with a desire to provide the best products and support possible for their customers. Experience, above all, is a mindset and a value system that translates sweat equity into excellence.  

To reach this stage, vendors need years of hands-on experience combined with the right culture and in-house expertise. This creates the technical foundation and institutional knowledge needed for industry-leading products and service offerings.  

This is precisely the blend of capabilities and value systems that Ross Video has painstakingly built over the past 50+ years. 

How Ross Video converts experience into exceptional customer service    

Unlike vendors that chase short-term trends, Ross Video has built a customer-first business model, prioritizing long-term relationships, continuous reinvestment, and a commitment to evolving with industry needs. 

We’ve parlayed over 50 years of experience into a portfolio of broadcast technology products and support systems that provide unmatched, industry-leading capabilities for the world’s biggest broadcasters.  

For example, that long-term mindset was crucial in QTV’s rapid expansion.  

As Scotland’s largest outside broadcast provider, QTV needed a scalable, cost-effective routing and switching solution to accommodate its growing operations. Leveraging decades of institutional knowledge, Ross Video delivered a flexible and scalable infrastructure solution tailored to QTV’s specific needs—helping them expand production capabilities while maintaining rock-solid reliability. 

The result? QTV grew from £1.7 million in turnover in 2018 to £5.3 million in 2023, reinforcing the impact of working with an experienced vendor that prioritizes stability and long-term success.  

Built-in support for long-term success

Our customer success teams are focused on fast, effective responses to issues and work closely with broadcasters to prevent recurring challenges. Ross ensures that broadcasters are set up for success as industry requirements change.  

Ross Video’s customer feedback loops play a vital role in shaping new solutions, and prioritizing updates to existing ones. By working closely with broadcasters, we continuously refine our technology, workflows, and support services to match real-world production demands. 

This proactive approach significantly improved Record TV Rio, one of Brazil’s leading broadcasters, when it upgraded its production infrastructure. 

 Ross didn’t just provide new technology—it ensured a seamless transition with hands-on, in-person training for the production team. This helped Record TV Rio maximize system performance from day one, eliminating disruptions and streamlining their workflows. 

---

“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, Record TV Rio. 

---

Technology built for long-term adaptability 

Broadcasting technology must scale and evolve to keep up with industry demands. Ross Video’s solutions are designed for long-term adaptability, ensuring that broadcasters can expand operations without needing to overhaul their entire infrastructure. 

Here’s how. 

• Flexible platforms enable scalability, allowing broadcasters to upgrade at their own pace. 
• Backward compatibility ensures smooth transitions, reducing the risk of workflow disruptions during upgrades. 
• Continuous investment in R&D keeps Ross Video’s solutions at the forefront, helping broadcasters stay competitive in a changing media landscape.

A stable company with a vision for the future 

Ross Video’s commitment to financial and operational stability—in addition to product development—makes it one of the most reliable broadcast technology partners in the industry. 

A snapshot of Ross Video’s long-term stability:  

• Ross remains family-owned, meaning it operates with a customer-focused, long-term vision rather than shareholder-driven decision-making. 
• 33 consecutive years of growth highlight Ross Video’s ability to adapt, innovate, and maintain financial stability in a rapidly changing industry. 
• Ethical business practices and clear pricing protect customers from unexpected disruptions, hidden fees, or forced upgrades. 

This stability and long-term thinking were crucial for Austin PBS, a nonprofit public media institution serving as a vital cultural and educational resource for Central Texas. 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 overcome those challenges. They needed partners who could bring expertise, resilience, and trust to the table.  

---

“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

---

Choose a trusted partner, backed by meaningful experience 

Broadcast technology partnerships go beyond the tools you use in your production workflows. They rely heavily on the expertise, empathy, and experience of the people behind those products.  

The best technology partnerships combine exceptional products with long-term reliability, exceptional support, and a mutual desire to create greater viewer experiences. Broadcasters owe it to themselves, and their viewers, to actively seek out vendors who will deliver on these promises.  

We’re biased, but we truly believe that Ross Video’s proven track record, customer-first culture, and industry-leading technology portfolio make us an ideal partner for broadcasters prioritizing stability, scalability, and seriously amazing viewer experiences.  

If you’re looking for a vendor with deep industry experience and long-term commitment, talk to a Ross Video expert today to see how we can support your broadcast operations for years to come.