Sales Manager

How QSC delivers award-winning Customer Service | Quest for Quality 2025. Published: October 29, 2025 Author: Alyssa Borelli In its industry, where technical precision and project deadlines are paramount, the quality of customer service can make or break a partnership. This year, integrators and dealers have spoken, and their message is clear. QSC has earned the highly coveted 2025 Quest for Quality award for Best Customer Service - General Communication, a testament to the company's deep commitment to its partners. This crowdsourced award, voted on by the dealer channel itself, singles out QSC for its exceptional support and communication. To understand what sets QSC apart, Dan Ferrisi, Group Editor at Emerald, sat down with Mandy Spencer, Vice President of Sales, Operations & Enablement, and Derek Kuntz, Senior Manager of Customer Care for the Americas. The conversation offered a look into the philosophy and practices that drive QSC's award-winning customer experience. Building on a foundation of partnership. For QSC, exceptional service isn't an add-on; it's the core of their operational mindset. "At QSC, everything starts with the partnership mindset," explains Kuntz. This isn't just a corporate slogan. It translates into a proactive, solutions-first approach. The customer care team is armed with deep product knowledge, allowing them to anticipate needs rather than just reacting to problems. Kuntz emphasized the high stakes involved for their integrator partners. "We know that our integrator partners have one chance to get things right for their customer," he says. "We are your experts. We are your hand-to-hand to make sure that we deliver for the customer." This sense of shared responsibility is the backbone of the trust QSC has built. It's a collaborative effort that ensures a consistent and reliable experience, creating what Kuntz calls "moments that reflect our customer-obsessed culture." Fostering a "customer-obsessed" Culture. The term "customer-obsessed" is more than just buzz; at QSC, it's a strategic imperative that strengthens relationships with both integrators and end-users. Spencer views integrators as a direct extension of the QSC brand. "They are true partners delivering value to our customers," she says. This perspective drives the company's communication strategy. Recognizing that clear, fast and accurate information is critical for winning projects and ensuring success, QSC prioritizes its partners' ability to thrive. "When they thrive, we thrive," Spencer adds. "And that's how trust is built." This mutually invested attitude, where success is shared, has proven to be a powerful formula. It creates a dynamic where QSC is not merely a supplier but a genuine ally, shoulder-to-shoulder with its partners in the field. Scaling personalized service on a global level. Serving a worldwide customer base presents a significant challenge: how do you maintain a personal touch at scale? QSC tackles this by blending local insights with global consistency. Spencer explains that much of the customer service team is structured at a regional level. This allows team members to develop intimate knowledge of their specific integrators, the markets they serve and any unique requirements needed for customer satisfaction. This localized expertise is supported by a framework of standardized processes, systems and training. "We make sure that every interaction we deliver is consistent no matter where the customers are," Spencer says. This dual approach ensures that while the experience feels personal and tailored, the quality of support remains uniformly high across the globe. The secret ingredient: investing in people. When asked about the key to their success and what advice they would offer others, the answer from QSC's leadership was unanimous and clear: invest in your people. The principle of employee experience (EX) equals customer experience (CX) is a core value the company lives by. "We have regular one-on-one meetings with our employees," Spencer shares. "During those discussions, we talk about business issues as well as... their development interests." This commitment to open and frequent dialogue ensures employees feel heard, supported and empowered to excel. By creating an environment where "the best people can come to do their best work," QSC cultivates a team that is genuinely motivated to deliver outstanding service. This internal focus extends to advice for their partners. Spencer encourages integrators to "treat your suppliers as part of your brand." By providing consistent feedback - both positive and constructive - integrators can build the trusting relationships necessary to grow and capture more business together. The 2025 Quest for Quality award for Best Customer Service is more than just an accolade for QSC. It is external validation of an internal culture built on partnership, proactivity and a profound respect for both its people and its partners. As the pro AV landscape continues to evolve, QSC's model for customer care provides a powerful blueprint for success.

QSC expands Q-SYS Full Stack AV Platform with new product launches. QSC, an AV market provider in audio, video and control, expands the Q-SYS Full Stack AV Platform with the launch of NC-90 and NC-Pro15x network cameras, high-density QIO Series audio I/O models, new Space Utilization features for Q-SYS Reflect, the Q-SYS Library, and expanded NS Series Gen 2 switches. "We are excited to empower our customers to enable enhanced hybrid collaboration and power mission-critical live events when combining these new products and features with a true Full Stack AV Platform," said Sanjay Kulkarni, VP of Product Management, QSC. Expanding into new spaces with NC Series cameras. Q-SYS adds two network cameras, the NC Series NC-90 and NC-Pro15x, built for the Q-SYS Full Stack AV Platform. NC-90 is the next-gen network ePTZ camera that combines onboard AI with enhanced optics to deliver an automated collaboration experience in smaller, wider collaboration spaces. The NC-Pro15x is a network PTZ camera, built by Canon, that expands Q-SYS video capabilities to high-impact spaces requiring elevated production-grade elements. Scaling audio with high-density QIO Series models. To meet growing demand for large-scale audio integration, Q-SYS introduces new high-density audio I/O expander models to the existing QIO Series, including QIO-ML24i, QIO-L24o, and QIO-24f. Each new model features support for analog audio connections, 8x8 GPIO ports, and dual network connectors. These expanders reduce complexity for large installations such as event venues, hospitality environments, and judicial spaces. Smarter insights with Q-SYS Reflect. The upcoming Space Utilization feature in Q-SYS Reflect helps organizations optimize meeting spaces and technology investments by combining calendar data, sensor insights, and system usage metrics. Without requiring hardware changes, Reflect reveals how and when spaces are used, enabling better space management, reducing "ghost meetings," and improving workplace experiences. Build smarter with the Q-SYS Library. The Q-SYS Library is a one-stop hub for verified ready-to-use assets such as Q-SYS plugins, UCI templates, and sample designs. Replacing the legacy Asset Manager, it offers curated, cloud-native resources optimized for seamless integration with Q-SYS Designer. With tested assets supported by Q-SYS and partners, organizations can save time, deploy with confidence, and access resources anywhere through a streamlined browser-based experience. Q-SYS Reflect-enabled assets further extend monitoring and management, helping IT teams and integrators work smarter and scale deployments more reliably. Expanded NS Series Gen 2 network switches. The Q-SYS NS Series Gen 2 network switch portfolio now includes NS26-480+ and NS40-960+, providing modernized networking solutions for Q-SYS systems. These switches deliver the best out-of-the box experience and add to a robust portfolio of NS Series network switches to ensure there's a right-sized switch for every customer.