In 2015, I launched Jetbuilt out of a personal frustration with an inefficiency that many integrators like me faced daily. Back then, quoting jobs meant relying on tools like Excel, Word or outdated legacy solutions. It was a time-consuming, tedious process that required manually looking up items, calculating costs and sell prices and juggling updates.
At first, I didn’t aspire to start a software company. I pointed out the gaps in existing tools, suggested enhancements and hoped someone would fill the void. When no one took up the challenge, I decided to step in – not just for myself but for all audiovisual professionals who shared my frustrations. Jetbuilt was born as a platform that transformed an overcomplicated process into something fast, intuitive and accessible from anywhere.
As we celebrate Jetbuilt’s 10th birthday, I’ve been reflecting on the journey and the lessons learned along the way. These ten lessons have shaped Jetbuilt into what it is today and continue to guide us as we move forward.
1. Relationships Build Trust and Drive Growth
When I launched Jetbuilt, I was an outsider challenging industry norms, despite being an AV integrator myself. Our success wasn’t just about creating a great solution—it was about building meaningful relationships.
To achieve this, I surrounded myself with leaders like Tom Peters, Max Kopsho, Seth Rubenstein, Gordon Dutch and many others. These individuals, pillars of the AV industry, taught me that relationships are the foundation of this business. Their guidance and support helped establish Jetbuilt as a trusted partner in the AV world. Jetbuilt’s value is deeply rooted in these connections.
2. CEOs Come in Many Forms
Any company’s success comes from their leader understanding their strengths – and limitations. As a creative thinker, I excel in imagining solutions, not necessarily in operational execution. I prefer style sheets to spreadsheets – instincts to focus groups. But no company can be one-sided. Building a team with complementary strengths has been critical to Jetbuilt’s success, allowing me to focus on what I do best while trusting others to lead in areas where they excel.
3. Listen to Your Users
Listening has also never been one of my strong suits. While we knew we wanted Jetbuilt to be user-driven, it was easier said than done. This propelled us to launch initiatives that locked in that user feedback, such as hiring dedicated User Experience professionals, hosting the annual Jetbuilt Summit and conducting regular client check-in meetings to gather feedback on potential improvements. By listening to what our customers need, we’ve created a tool that evolves alongside them. This approach has fostered loyalty and kept us aligned with real-world challenges.
4. Openness Builds Loyalty
Just listening isn’t enough – A true connection requires openness. We realized that engaging with the AV community meant more than gathering feedback; it required transparency and meaningful dialogue. At industry events like InfoComm, Integrated Systems Europe and CEDIA Expo, plus Jetbuilt’s Global Summits, I embraced open conversations, sharing our vision while welcoming ideas and insights from others.
5. Strategic Focus Over Feature Overload
When we first started, we were fueled by countless ideas for features aimed at solving real problems – everything seemed essential at first. But after using other platforms and working through early versions of Jetbuilt, it became clear that more features create more clutter and confusion.
This taught me that bolting on excessive features can dilute a product’s efficiency. Instead, simplicity and focus are essential to maintaining its strength. At Jetbuilt, we’ve learned to stay focused, nesting the most advanced features strategically to ensure the platform remains powerful yet easy-to-use.
6. Modernize, Don’t Complicate
It’s ironic that an industry as innovative as AV which delivers the most technically advanced systems to facilities around the world relied on outdated sales and design tools for so long. The trick was to present a new, more efficient approach without alienating the community. Jetbuilt was designed to modernize without overcomplicating, bringing the industry into a new era of efficiency.
7. Customer Support Makes All the Difference
Everyone hates terrible customer support – especially when they’ve paid extra for it. I wasn’t sure how I was going to change that experience, but I knew it had to be done. Through many lessons along the way, I was fortunate to bring together an incredible team of passionate people who love Jetbuilt and have made that vision a reality. Today, we offer free support delivered by exceptionally friendly and helpful experts who respond within seconds, ensuring our customers can keep moving forward without missing a beat.
8. Global Expansion Requires Local Adaptation
As Jetbuilt grew internationally, I realized the importance of having local teams to support global clients. Bringing on Jonathan Breckon-Rowe and Davinder Singh Rai to lead EMEA, and Andy Tan to lead APAC, was a pivotal step. Their leadership has been instrumental not only in growth, but in helping us better understand and adapt to regional preferences. This approach ensures that Jetbuilt is a versatile, inclusive tool, designed to meet the needs of a global customer base.
9. Collaboration Is Uncommon but Essential
At our 2024 Summit, I was struck by the level of genuine collaboration and open dialogue among attendees. In an industry where companies often guard insights to avoid perceived vulnerabilities, true collaboration remains rare. At Jetbuilt, we’ve chosen a different path. We believe that sharing knowledge, challenges and solutions with our community isn’t a risk – it’s an opportunity. By fostering this spirit of collaboration, we’ve not only strengthened our platform but also built a network where everyone can grow and improve together. Collaboration isn’t just part of the Jetbuilt culture, it’s built into the application itself.
10. Talent Can Come from Anywhere
Some of our most impactful team members came from entirely different industries, bringing fresh perspectives and diverse skill sets to Jetbuilt. Despite their lack of prior AV experience, they quickly learned the industry, becoming experts in audiovisual solutions through their experiences. Their success fueled their growth within Jetbuilt and opened doors to other exciting opportunities for them across the industry. Even as they advanced into new roles, they continued to advocate for Jetbuilt, showcasing the lasting value of our tools and culture.
As I look back on the last decade, I’m filled with gratitude – for the team that has helped bring Jetbuilt to life, for the users who’ve shaped it with their feedback and for the relationships that have supported it. Together, we’ve transformed how projects are quoted and built in the AV industry.
– Paul Dexter, Founder and CEO of Jetbuilt