When considering a new business phone system, most companies focus on features, functionality, and price.
And understandably so.
But there are two other important considerations that don’t always get the attention they deserve: the implementation process and ongoing support.
Let’s start with support.
Today’s VoIP phone systems are incredibly reliable. So, in most cases, service and support aren’t about fixing something that’s broken.
More often, it’s about everyday requests such as:
- Updating system settings
- Adding or removing users
- Changing names, extensions, or passwords
- Modifying call routing or automated attendants
- Troubleshooting network issues or service interruptions
These are routine requests. But when you need something done, how quickly your provider responds can make all the difference.
“Responsiveness is one of the most important qualities a service provider can offer.” ~ John Dolan
And unlike many things in business, it’s something we have direct control over.
Now, let’s talk about implementation.
Here’s something that might surprise you.
When purchasing a new VoIP phone system, YOU may be responsible for more of the installation than you realize.
Some providers handle the entire process remotely, guiding you through the installation over the phone or through online meetings.
Others may expect you to unpack, assemble, connect, and even help configure your new phones.
And while there’s nothing inherently wrong with a remote implementation, it’s important to understand what’s expected of you before making a commitment.
After all, the last thing you want is an unexpected responsibility when it’s time to install your new phone system.
The same goes for employee training.
Will someone be there to personally train your staff? Or will your employees be expected to learn the system through instructional videos and online materials?
These are important distinctions that aren’t always discussed during the sales process.
Here are 6 questions worth asking before making your decision.
- Can you walk me through your entire implementation process? From the initial planning stages through system programming, installation, testing, porting phone and fax numbers, and going live.
- What level of involvement will be required from our company? Will our employees or IT personnel be responsible for any part of the installation or configuration?
- Will you come on-site to install our new phones? Or will we be responsible for unpacking, assembling, connecting, and setting them up?
- How is employee training handled? Do you provide live, on-site training with multiple sessions, or is training limited to videos and online materials?
- What happens when we need changes after installation? Are changes included in our service agreement, or are they billed separately? If included, for how long?
- What’s your typical turnaround time for service and change requests? And who will we be dealing with when we need assistance?
The bottom line…
A new phone system is an investment in your company’s communications.
But the technology is only part of the equation.
How it’s implemented, how your employees are trained, and how well you’re supported afterward can have just as much impact on your overall satisfaction and peace of mind.
That’s why it’s worth asking these questions upfront.
And if you’re considering a new phone system and haven’t made your decision yet, we’d welcome the opportunity to learn about your needs and explain how IDeACOM approaches implementation, training, and ongoing support.
Just reach out. We’ll be happy to answer all 6 questions, and anything else you’d like to discuss.
Because choosing the right phone system is important. Choosing the right company to stand behind it is just as important.
Recent Comments