“In a little over a year, together, we have delivered the foundation of what has the potential to be a market-leading solution. The partnership, commitment, and skill of the Softjourn team enabled us to navigate this product transformation effectively. The Softjourn relationship will remain an important and strategic part of our team as we grow.”
Enhancing Pivot’s User Experience With Configurable Dashboards and Smarter Features
Creating a more intuitive, customizable, and efficient AV management platform.
ABOUT THE CLIENT:
Project:Developing Configurable Dashboards and Smart Features
Industry:Technology Services
Client since:2023
Headquarters:Toronto, Canada
The Challenge
Pivot’s AV management platform delivered strong core functionality but lacked flexibility for different user roles due to static dashboards, data conflicts during collaboration, and limited alerting. As Pivot scaled, these limitations slowed workflows and made it harder for teams to act on insights quickly.
The Solution
Softjourn introduced configurable, role-based dashboards, real-time collaborative editing, smarter rules-based alerts, and flexible data imports, all supported by a streamlined UX. Multiple static views were consolidated into a single, intuitive dashboard designed for faster decision-making.
The Benefits
- Tailored insights for each user role
- Faster, conflict-free collaboration
- Proactive monitoring and lifecycle tracking
- Simplified workflows with less manual effort
Introduction
Pivot is a Canadian-based platform designed to help organizations manage and monitor their audio-visual (AV) systems at scale. Acting as both a system of record and a system of actions, Pivot centralizes AV asset information and provides visibility into device health and status across locations.
Softjourn has partnered with Pivot for nearly two years, focusing on features that improve usability, streamline collaboration, and empower different user types to get the insights they need faster.
The Challenge
Pivot’s existing platform offered valuable functionality but lacked flexibility in how information could be presented, updated, and acted upon.
- Dashboards were static, offering the same view to all users regardless of role.
- Collaboration on device data was slowed by conflicts and overwrites.
- Monitoring tools required more sophisticated rules and alerts.
- Importing external data demanded manual rework.
To meet the needs of diverse users and support growth, Pivot set out with Softjourn to make the platform more customizable, collaborative, and user-friendly.
Eric Rauch, Co-Founder of Pivot
The Solution
Together, we introduced several key enhancements:
1. Configurable Dashboards for Different User Roles
Softjourn redesigned Pivot’s dashboards into a library of widgets that can be customized and saved as presets. Technicians, service providers, and clients can now each create tailored views that surface the data most relevant to them.
Previously, Pivot’s dashboards were spread across multiple static pages with limited analytics and limited configuration options. We streamlined this into a single, unified dashboard page, introduced role-specific defaults (service manager, client review, lifecycle), and added new widgets to expand analytic capabilities. Users can also drill down directly from dashboard metrics into detailed reports, turning high-level insights into actionable data.
2. UI/UX Redesign for a Streamlined Experience
Our UX team enhanced the platform with cleaner navigation, simplified monitoring tools, and a consistent look and feel across features, making insights easier to access and workflows easier to manage. The redesign also reduced complexity by consolidating multiple static pages into a single dashboard view, improving usability and eliminating unnecessary navigation friction.
3. Live Editing of Device Data
We implemented real-time editing capabilities for Pivot’s Device Master List. Similar to a collaborative spreadsheet, multiple users can update device records simultaneously without overwriting each other’s changes. This ensures teams always work with the most current data while avoiding costly duplication or conflicts.
4. Smarter Alerts With Rules Engine
To support proactive issue management, Softjourn developed a flexible rules-based alerting system. Pivot’s teams can now configure sophisticated conditions – from monitoring individual device signals to cross-room configurations – and receive timely alerts when discrepancies arise.
In addition, the new Lifecycle Dashboard helps teams proactively track firmware versions, warranty status, and end-of-life timelines by pulling data directly from vendor websites and comparing it with installed devices. This capability surfaces outdated or at-risk devices before they become operational issues.
5. Flexible Data Imports
We improved Pivot’s import process to allow custom mapping of data columns. Instead of forcing users to conform to a rigid template, the system now lets them map their own file structure into Pivot’s format. This flexibility reduces manual effort and makes it easier to integrate data from external asset management systems.
The Benefits
By focusing on user experience, Softjourn helped Pivot transform its platform into a more intuitive, collaborative, and proactive solution. The enhancements gave teams the tools they need to work faster and with greater confidence:
- Personalized Insights for Every Role
Configurable dashboards ensure each user type sees the information most relevant to them. Role-specific defaults (service manager, client review, lifecycle) and the ability to add/remove widgets give users a tailored experience. Drill-down reporting lets them move from high-level metrics to detailed device data in just a click. - Faster, Conflict-Free Collaboration
Live editing allows multiple users to update device data simultaneously, keeping records accurate and eliminating overwrites. - Proactive Issue Management
A flexible rules-based alerts engine helps Pivot’s teams catch and resolve issues before they escalate, improving uptime. The Lifecycle Dashboard further strengthens this by automatically identifying outdated firmware, end-of-life devices, and warranty expirations, so problems are addressed before they impact operations. - Streamlined User Experience
Softjourn’s redesign introduced cleaner navigation, simplified monitoring tools, and a consistent look and feel across features — consolidating multiple static pages into one unified dashboard for easier access. - Simplified Data Workflows
Customizable import mapping makes it easy to integrate data from different sources, reducing manual rework.
Conclusion
Our collaboration with Pivot has evolved into a true strategic partnership.
By introducing configurable dashboards with role-based views and drill-down analytics, real-time device list editing, smarter alerts powered by a flexible rules engine, and custom data imports, Softjourn gave Pivot a platform that is far more adaptable to user needs.
Together with a refreshed UX that consolidated pages, simplified navigation, and improved monitoring tools, these enhancements created a more user-friendly, collaborative, and proactive solution for managing AV operations at scale.
The redesigned dashboards, with role-based defaults and drill-down analytics, and the new Lifecycle Dashboard for firmware and warranty tracking, have given teams clearer insights and a stronger ability to act on them.
Pivot’s leadership praised Softjourn’s contributions, highlighting the strategic value of our BA and QA specialists, the expertise of our solution architect, and the successful launch of Pivot V2.
As Co-Founder Eric Rauch put it:
“In a little over a year, together, we have delivered the foundation of what has the potential to be a market-leading solution. The partnership, commitment, and skill of the Softjourn team enabled us to navigate this product transformation effectively. The Softjourn relationship will remain an important and strategic part of our team as we grow.”
We’re proud to continue supporting Pivot as they expand their roadmap, rearchitect their platform, introduce AI-driven innovations, and bring new capabilities to more clients.
Partnership & Recognition
