Is it time to update your company’s switchboard and telephony services? There are things to keep in mind – so you don’t fall into any of the common pitfalls. Here are four classic mistakes to watch out for.
1. not setting the right requirements for the supplier
One mistake many people make when it comes to buying telephony and PBX services is not being a sharp enough specifier at the start. In the worst case, you may sign a contract thinking you are buying something that the provider cannot deliver. To see the real benefits of the service you are considering, you need to get an insight into how it works in reality. Ask for a test environment that includes direct contact with people working in the system on a daily basis.
A good example is to set up a joint test group where both the supplier and you as a customer are represented. In this way, you make demands on the supplier at an early stage and you get “best practice” for your particular business. Remember that the supplier is the expert and that there are no stupid questions.
Read more: Small business PBX: How to choose the right provider
2. Wrong people in the decision-making process
Being thorough and involving the right people from the outset is a critical factor when purchasing new solutions. A common mistake is to simply set up an isolated project team for the work, or for the management, steering committee or IT department to handle the whole process on their own. But these are not the only people who will end up working on the solution.
Instead, make sure to involve users from different parts of your business at an early stage – otherwise, there is a high risk that many of them will miss essential features when everything is activated.
3. too much focus on costs
A common mistake in all forms of procurement is that decision-makers tend to put too much emphasis on costs – and forget to think about the bigger picture. It’s not just traffic prices or license costs that should determine which solution you choose, but how everything will work in the long run, as your business evolves. It may not matter if browsing is a few dollars cheaper if all users have to spend a lot of time on a complicated system.
Look after your supplier – they should be able to help and tell you how telephony and PBX will adapt over time and grow with your business. When you get a long-term and comprehensive perspective, the price tag on the quote will not be as crucial.
Read more: Your old gear costs more than you think
4. Expectations that everything will run smoothly
When you are presented with a great project plan and a nicely packaged product, it is common to expect a flawless journey – but there will always be pitfalls along the way. Taking a long-term view in procurement is therefore not only important for growing your business, but also for making sure that your supplier can follow you all the way.
Set requirements for follow-up right from the start – for example, do you want to be able to change the queuing system and make adjustments in the switchboard on your own in the future? Then the supplier should demonstrate the possibilities for this now. Choose a partner who can withstand a little criticism and make the advanced easy. Then the journey will not be as bumpy.
Read more: Toxic grew by 700% and Telavox supported throughout the journey
Summary: Proactive work is the key to good results
Telephony and PBX are at the heart of many businesses and can easily result in high costs, dissatisfaction and alienation if you are not careful. Involve several employees from the start and choose a partner who can tailor the solution to your business – both today and in the future. The key word is proactivity.
Take a little extra time to do a proper needs analysis and a clear set of requirements before you decide, and make sure to work closely with the supplier. Good cooperation = happy customers!
