What Is Branch Connect With Utelogy

Branch Connect is Branch AV’s cloud focused, client facing portal for AV project tracking, real time system health, and post installation support. With Utelogy integrated into the platform, clients get a powerful combination of visibility and control.

With Branch Connect you get:
• Centralized management of AV endpoints, from displays to DSPs
• Real time alerts when devices go offline or underperform
• Proactive maintenance through usage analytics and diagnostics
• Integrated ticketing that triggers service requests directly to our support team

From meeting rooms and boardrooms to command centers and full venue environments, Branch Connect lets you see it, control it, and service it.

How Utelogy Integrates With Branch Connect

At the center of this solution is U Manage, Utelogy’s cloud based platform for managing AV and IT endpoints. Through a secure API, Branch AV has embedded U Manage alerts into the Branch Connect back end. The workflow is simple and reliable:

1. A system alert is triggered (such as a device offline or a firmware fault)

2. Utelogy logs the issue with technical details

3. Branch Connect automatically creates a ticket in our service system (ConnectWise)

4. Branch AV Tier 1 support responds within SLA or escalates as needed

5. The client views ticket progress and resolution directly inside Branch Connect

This creates a fully unified monitoring and support ecosystem.

What to Expect During Deployment

Step by Step Integration Timeline

1. Discovery and Planning (2 to 4 weeks)
   Site surveys, technical briefing, network readiness review, and BOM creation

2. Server Deployment (1 week)
   U Server and U Manage setup, on site or virtual

3. System Mapping (1 to 2 weeks)
   Device onboarding, metadata assignment, room and zone labeling

4. Branch Connect Sync (1 week)
   Link U Manage with the Branch Connect dashboard and service ticket portal

5. Testing and Validation (1 week)
   SAT testing, ticketing simulation, and UI validation

6. Training and Go Live (1 week)
   Admin training, user training, and support onboarding

Total Time Estimate: 6 to 10 weeks
Pilot Room Option: Recommended for organizations with more than 10 rooms

Inside the Branch Connect Ticket Model

Support becomes predictable, visible, and fast.

Tiered Ticket Workflow

• Tier 1: Remote troubleshooting through Branch Connect
• Tier 2: Escalation to a systems specialist
• Tier 3: On site dispatch when required

Client Visibility

• All tickets visible in the dashboard
• SLA timers tracked and reported
• Clear summaries after resolution

Automated Issue Creation

Device unresponsive? Display offline? DSP error?
A ticket opens automatically, often before you are aware of the problem.

Change Requests and Updates

Need a layout tweak, firmware update, or integration change?
Submit a ticket directly from the portal with one click.

Real World Scenarios

Proactive Fix

At 8:12 AM, U Manage flags a DSP in your boardroom that failed to boot. Branch Connect logs the event and opens a ticket. At 8:35 AM, the issue is resolved remotely. Your 9 AM meeting proceeds without interruption.

Data Driven Upgrades

Usage analytics reveal one room is underutilized while others are consistently overbooked. Branch AV recommends adjustments to room control profiles and automates the updates, all recorded through the same dashboard.

Best Practices for a Smooth Rollout

• Standardize room profiles early to set expectations
• Keep VLAN and port documentation ready for multi site deployments
• Assign an internal admin or power user for long term efficiency
• Use the pilot period to validate ticket workflow and support speed

Conclusion

Branch AV’s combination of real time monitoring, proactive troubleshooting, and integrated ticketing redefines how organizations manage their AV infrastructure. Branch Connect with Utelogy is more than an improvement. It is a modern approach to AV lifecycle management.

If you would like a demo or pilot deployment, contact your Branch AV Account Manager or email info@branchav.com.