Quick Buyers Guide for SME's
If you've found yourself at this section then it's most likely you have the daunting task of finding a new telephone system. You will know already, that there is a myriad of sophisticated new technologies on offer and a growing need for specialist buying information. We are confident this section will help you but if at anytime you would like to speak to a specialist just call us on our FREEPHONE number.
Buying a new telephone system is undoubtedly one of the most important investments that any business will make. Clearly, the telephone system is an essential element in the smooth running of even the smallest business. What is often not appreciated is that, after wages and property rental, it is the biggest single cost that an average company will face over a five-year period!
So where do you start?
There are five main areas to consider - these are System Configuration, Applications, Implementation, Support and Finance. System Configuration  Before you begin your research into 'which system', consider your requirements. Start with compiling a basic user extension list. Put names and job functions next to each other, as this will help you to identify what their needs really are. Write down the problems you face, for example, can staff easily pick up other users' calls; what happens to callers if they call out of hours? Dedicate as much time to this as you can, as time spent in preparation is seldom wasted. This method of identifying problem areas will prove invaluable when the time comes to finding the right system.
Once you have a good understanding of what you need for today, consider what you will need in the future and although suggestions of VoIP may be off track for your current needs, think about how long you wish to keep the system and what that could mean long term.
Many systems are modular in design, but this does not necessarily mean you can simply add more users as and when you want to - not without cost anyway. Many systems belong to a 'range' or 'family'. This typically means that handsets and interface boards are common across the range but the actual cabinet size, containing the system, will vary dependant on the maximum number of users. Be sure that you select a system that will cope for your current, as well as your future needs.
Connection to the outside world is simple, it has to be ISDN. If you do not already have ISDN, you will have to upgrade. ISDN offers supplementary services over analogue lines; services that are imperative in today's communications. Features such as Direct Dialling, Caller ID and External Transfer are almost taken for granted. There are a number of network providers to chose from but SWAN, as your system supplier will be happy to handle this for you. Applications are the extras, the bits that don't come as standard and should not be confused with features. Features, like Group Hunting, Pick-Up, Transfer, Speedial, etc are standard on every system and are included in the cost. Voice-Mail, CTI, DECT, etc may cost extra.
It would be fair to say that most modern systems are capable of providing a solution but the key is to make sure that it can handle specific tasks. Every system will offer a similar set of features, for example, a pick up facility but the amount of users in a pick up group will vary from system to system.
Voice-Mail, Automated Answering, VoIP and DECT are a few of the more common applications. Voice Recording, Call Management and Telephony can also greatly improve staff efficiency and subsequently customer service. Once you know what you need in terms of functionality, you can then consider implementation.
For many years now, the UK market has been deregulated and the way in which telephony products are sourced has changed dramatically. Many of the world's major telecoms manufacturers have moved away from selling their products direct and now concentrate on working with telephone dealers and resellers making products more accessible, which in turn increases market share. This ultimately means that the price to end-users is lowered through increased competition but as resellers are able to purchase products via a distributor, questions sometimes need to be asked about the level of accreditation and their ability to competently fulfil your requirements.
There are several different levels of support, so it is advisable to make sure you understand the cover you require. Maintenance is more like an insurance policy. If the system breaks down, we as the supplier, will aim to fix it for you. Maintenance does not always cover standard analogue handsets, peripherals and cabling, so if you intend to purchase any third party applications, please check with us as these may well be covered separately.
Our telephone and field maintenance engineers can be made available 24 hours a day, seven days a week. The telephone, as you know, is the lifeblood of any organisation and only you can put a price on the consequences of a system failure. However, if all you want is for us to come out and fix things when they go wrong, that is no problem. Our service is tailored to your needs, not ours. An easy way to control expenditure is by leasing a system. It allows you to invest in a good system and the tax advantages often counteract the interest payments, so it really can make sense. Finding the right system can be tough so call us now for fast, free communications advice. |
