When it comes to designing and installing an A/V system, no matter how complex or unique, few firms can boast the breadth of experience and success in various vertical markets of HB Communications.

The North Haven, Conn., company was founded in 1946 as a projector sales and repair operation and has since become one of the most respected and highly sought-after integrators in the world - and one we’ve deemed System Design Integrator of the Year.

One of HB’s most impressive and popular jobs was at Patriot Place, the Foxborough, Mass., shopping, dining and entertainment complex that’s next to Gillette Stadium, home of the New England Patriots and New England Revolution. HB outfitted CBS Scene with 136 displays. They also installed several of the interactive exhibits in the Hall at Patriot Place, which serves as the football team’s Hall of Fame and museum.

“I’m blown away by their knowledge base,” says Rob Christensen, general manager at CBS Scene. “This is a very intricate system, and they know how every piece of it works and how to fix it when it breaks.

“Any time there’s a glitch, their response time is very quick. They diagnose it and fix it right away. That’s huge for us, because without our system functioning, our whole concept goes away,” he says.

While that sort of praise is certainly nice to hear, it’s not an unusual reaction to HB’s work. Unlike many other dealers who install the system and largely leave it up to the customer to figure out how to maximize it, HB stays involved years later with its systems.

Photos: Best HB Communications Installs

George Bing, vice president of systems contracting for HB Communications, says the company is “still very involved,” more than three years after wrapping up the CBS Scene install, which was completed just in time for a Bruce Springsteen concert at Gillette Stadium in August 2008.

VP of systems contracting George Bing (left) and CEO Dana Barron

After 65 years in various forms and under a handful of names that reflected the company’s willingness to follow shifts in the marketplace, HB Communications is now among the industry leaders in A/V integration in the K-12, higher education, government, health care, corporate and broadcast vertical markets.

With 75 or 80 percent of HB’s revenue coming each year from repeat customers, clearly they’re doing something unique.

“You’ve got to be able to deliver very high levels of customer service,” says CEO Dana Barron, whose father, Mackey, started the company and still has an office in its headquarters. “That’s a definite differentiator.”

Another differentiator for HB is its internal help desk, which centralizes all customer service issues, and offers three levels of customer service contracts at various prices. Service contracts and other recurring revenue streams became a high priority for HB about three years ago, with the company moving closer to its goal of having that piece be about 10 percent of its overall annual revenue stream.

“For us, it’s important to have a professional, consultative engagement. We educate the client as much as possible. We believe having them very involved means you’ll be in line for success,” says Barron. “We don’t do anything that’s so different, but I’d like to think we do it better.”

View the 9 photos attached to this entry

             

View photos

About the author

D. Craig MacCormack

Craig MacCormack is a veteran journalist with more than 15 years experience covering local and national news and sports as well as architecture and engineering. He joined Commercial Integrator in January 2011. Follow him on Twitter: @CraigMacCormack.

View all posts by D. Craig MacCormack