Customer Service Initiative

Making Vendor and Platform Decisions

4th June, 2009 - Posted by Pam -

So, you need a new phone system.  As with any technology initiative there are a lot to choose from.  The first step  should be to view it as a project and then identify dependencies this one project may have on other projects going on within your company.  Once the dependencies are identified, then prioritize.  Once you know where in your priorities this project lands, make sure  you assign resources and advisors that are aware of all the other impacting projects and what their status is - on an ongoing basis.

Please don’t  just run out and buy a phone system.  Do you need integration to other phone systems?  Do you need multiple channels like email and chat also?  Do you want integration with CRM?  Are you planning to upgrade your current CRM?  Do you have a forecasted growth that will impact the type or size of phone system that you’ll need?  It’s not just IT projects to consider - be sure to have an open dialogue with Marketing and Sales, and most importantly your executive team.

It’s not just a phone system.  It’s the door through which you welcome your customers.  Make sure it’s attractive and that they’ll want to keep coming back.