December 19, 2025
Introduction
When Mac Campbell became Executive Director of the Baltimore Convention Center, he inherited a 1.2 million square foot facility running on infrastructure that hadn’t been significantly updated since the early 2000s. The building still relied on copper phone lines, and its network was so outdated that high-tech events wouldn’t even consider Baltimore as a venue option.
Today, less than a year after implementing a comprehensive technology overhaul, the convention center has transformed into an industry leader, attracting new business segments like e-gaming. The journey offers valuable lessons for IT decision makers facing similar infrastructure challenges.
When Legacy Systems Become Business Barriers
We were in a pretty unique position coming out of COVID,” Campbell explains. “All of our revenue partners’ contracts had expired and were on extensions.” This created an unexpected opportunity to reimagine their technology infrastructure from the ground up.
Philip Costa, Deputy Director, describes the pre-transformation state: “We hadn’t had an upgrade to our network in a number of years.” The outdated infrastructure wasn’t just a technical problem—it was directly impacting business. Events were hesitant to book Baltimore, questioning whether the facility could meet their technological needs. The sales team found themselves avoiding technology questions rather than leading them as a competitive advantage.
Strategic Approach: Partnership Over Vendor Relationships
Baltimore’s leadership sought a true partner who understood the convention industry’s unique demands. “There’s a reason why we don’t call Hospitality Network a vendor. They’re partners,” Campbell emphasizes.
The RFP process prioritized operational impact and industry expertise. As Campbell notes, “We wanted somebody to be able to prove that they not only had the experience in this particular segment of hospitality but really had a hunger to partner with us to drive unique experiences and not just an order form transaction.”
The Implementation: Massive Scale, Minimal Disruption
The infrastructure upgrade scope was staggering:
- 220 new wireless access point
- 15 miles of Cat 6 and fiber optic cable
- 12 new network closets
- Complete server equipment replacement
- Transition from copper phone lines building-wide
Working in a 1979 building, the team frequently discovered that paper maps didn’t match reality. Rather than letting obstacles derail the project, they collaborated to find solutions. The implementation team worked through holidays and weekends. Campbell recalls: “They were here first thing in the morning, even though it was probably their 10th hour on the job that day to meet me in my office to let me know the progress... even though I wasn’t even requiring that.”
Immediate Returns: From Pain Point to Selling Point
The transformation’s impact was immediate. Technology shifted from being avoided to becoming a primary selling point. Costa notes they now actively pursue e-gaming conferences: “We’ve already gone on sales missions with HN to go to other conferences and brought them along.”
The upgrade enabled new use cases. In one example, the convention center hosted 911 call centers from Washington D.C. “They were able to take 911 calls and do real time dispatching from the convention center and all of that went off flawlessly,” Costa reports.
Beyond Infrastructure: The Service Component
Baltimore’s transformation demonstrates that infrastructure alone isn’t enough. “You could have the best network in the world, but if you don’t have customer service or the onsite skillset to make things happen, then that network isn’t going to be fully utilized,” Costa observes.
The facility now has three full-time technicians plus a general manager on-site, backed by remote support teams. Campbell notes: “The ability to look at the network in real time and address maybe any hiccups that are happening during the event... has made a meaningful difference.”
Measuring Multi-Stakeholder Success
For Customers: Events experiencing previous connectivity issues found a dramatic improvement. “There have been some that have come back here since the upgrade... and have indicated that it has been night and day,” Costa reports.
For Staff: Executive offices, break rooms, and kitchens received enhanced connectivity.
For Partners: Other service providers benefited from reliable connectivity for point-of-sale systems.
For the Business: New market segments opened, strengthening competitive position.
Key Lessons for IT Decision Makers
1. Transform Crisis into Opportunity
The pandemic-driven contract expirations became an opportunity to reimagine technology strategy completely.
2. Prioritize Partnership Over Price
Baltimore prioritized finding a partner who understood their industry and would invest in their success.
3. Plan for Flexibility and Scalability
The infrastructure was designed for future requirements. Campbell notes, “I am very confident that during the term of Hospitality Network’s contract, we’re going to be looking at significant renovation and expansion of our building.”
4. Make Technology a Business Enabler
Rather than viewing IT as a cost center, leadership positioned technology as a revenue enabler and competitive differentiator.
5. Embrace Collaborative Problem-Solving
When challenges arose, teams worked together to find solutions. Campbell observes, “Hospitality Network acted with nothing but grace and really partnered well.”
Looking Forward: Continuous Innovation
Baltimore’s leadership recognizes transformation isn’t a one-time event. “Making sure that we’re continuing to have innovation and stay on top of the latest trends is something that we’re really excited for,” Costa acknowledges.
The convention center is exploring next-generation technologies, including enhanced digital signage and expanded outdoor connectivity. The infrastructure investment created a foundation supporting whatever emerging technologies the events industry demands.
Sustainability and Environmental Impact
Baltimore’s approach included careful attention to sustainable practices. When decommissioning old equipment, the team ensured proper recycling and disposal. “Sustainability has been a priority of our facility for a handful of years... it’s something that we pride ourselves on,” Costa notes.
Technology as Economic Catalyst
For a city-owned facility with a mission to drive economic impact, the transformation delivered on its promise. Campbell articulates: “The role of a convention center is really to be an economic catalyst, not only for local businesses, national businesses, but to create jobs for folks to really drive prosperity for not only the city but for the whole state.”
The technology upgrade directly supports this mission by attracting events bringing visitors who generate tax revenue. “When we’re doing good, then so are the restaurants and the local places around us,” Costa explains.
Final Thoughts
Campbell summarizes the transformation success: “I am very happy to say that I have an outlier, a positive one. Oftentimes we talk about the outlier usually being, oh, well, we don’t have a good story to share. Hospitality Network has been able to fulfill every promise... and has made a transition that hasn’t happened since the early 2000s a really smooth one.”
For IT decision makers, Baltimore’s experience demonstrates that with the right approach, even decades-old infrastructure can become a competitive advantage. The key is to view technology as a strategic enabler of business objectives.
Costa reflects on the impact: “It really did change the entire landscape for the building and what we’re able to sell and talk to clients about. And it really gave our sales staff and the sales staff at Visit Baltimore something to be excited to brag about.”
The message is clear: legacy infrastructure doesn’t have to be a liability. With clear vision, strong partnerships, and commitment to excellence, even the most daunting infrastructure challenges can be overcome—and turned into competitive advantages. The Baltimore Convention Center’s transformation from tech laggard to industry leader shows the way forward.
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