Methodology & Process

Telecommunications can be complex but it's not Rocket Science, at least not to us. By understanding the needs of our clients and by taking advantage of CRM we methodically run both the Sales & Service Divisions of our business. From start to finish we plan every aspect of every job. Dedicated personnel ranging from Professional Sales Consultants through to Account & Project Managers, Swan deliver only the very best.

We take pride in what we do; we hold ISO accreditation, Expert Alcatel Accreditation and have quality procedures in place throughout our entire organisation. We are Investors in People; members of both The CMA (Communications Managers Association) and The TPMA (Telecommunication Project Management Association) and constantly seek to improve. Need we say more?

Well now that we mention it...

We even remove and recycle your used phone equipment properly, - everything from a small business phone system to the largest PABX. The law concerning electronic waste continues to tighten so to help do our bit, Swan now operate to Environment Agency Standards and have recently applied to become a Licensed Waste Carrier.  There, we said it.

Swan's 20 Step Process

Our lead times, from point of engagement (1) through to fulfilment (17) are as follows:
OmniPCX 15 Days, BiCS 30 Days & Enterprise Solutions 30-45 Days

1. Engage: It starts with a simple phone call.
    
2. Telephone Consultation &  Fact Finding Exercise: We'll work with you to uncover the challenges you face as a business and then collaborate, as a team, in order to find the right solution. Simple lines of questioning will quickly determine whether or not Swan communications are in a position to assist you.
    
3. Opportunity: Once we have established a 'good fit', we create the opportunity and focus on tangible results.
    
4. Face to Face Meeting - Discuss & Present Solution: We always try to keep things simple, the format we use for presenting our costs are open and fair.
    
5. Live Demonstration & Solution Revision: Whether offsite, at your offices, or onsite at our head office Showroom Swan deliver fully demonstrable and customisable solutions. We practice what we preach.
    
6. Financial Presentation & ROI: Whether the project is to be funded as a single Capital Purchase or a Managed Service over time, Swan provide all the financial information you need to satisfy your FD.
    
7. Order Placed or Opportunity Closed: Once your completely satisfied that the ALU solution is the right one, we'll close the opportunity and create your Order.
    
8. Technical Sign Off: Before progressing through to deployment, your Order is fully vetted and then signed off by our Technical Services Director. No stone is left unturned.
    
9. Handover/Project Management: Every new installation is properly managed, in-house, using PRiNCE 2 methodology to ensure minimum disruption and successful deployment.
    
10. Conduct Data Collection: We use our bespoke tools, with simple GUI's (Graphical User Interface) to make the data collection process simple, yet effective.
     
11. Order Agreed/Amended: Following Data Collection and prior to Pre Configuration & Testing you'll have the opportunity to add/amend your order as required without impacting on the BIS (Brought Into Service) date.
     
12. Training Schedule: Bespoke Training programs that cover End User, System Administrator & Switchboard Operator. Training can be delivered virtually, via My Teamwork, onsite or offsite at our Training Centre of Excellence.
     
13. Network & 3rd Party Liaison: As BT wholesale partners, Swan ensure that Number Porting, New Lines, DSL, MPLS and/or Disaster Recovery requirements are properly co-ordinated and managed in house.
     
14. Pre-configuration & Testing: 90% of the bespoke configuration required to deploy your new VoIP solution is done by our expert Technicians, in-house, in our own Lab, 2 weeks prior to BIS.
     
15. Delivery & Deployment: When the time comes to deploy, everything we need to ensure the successful migration from 'old to new' has already been covered during the Project Management process. As a contingency our Field Engineers carry a wide range of replacement component parts and will often cutover out of normal working hours.
     
16. Disposal of Redundant Hardware: As licensed waste carriers, Swan will responsibly pack up, remove and fully dispose of your old electronic waste.
     
17. Sign Off: Once the project is fully complete, and you are completely satisfied will we ask you to sign the project off.
     
18. Handover to 24x7 Service Team & Internal Account Manager: our relationship doesn't end here, it starts. All our clients have access to a 24x7 fault reporting centre with a defined SLA (Service Level Agreement) and Direct Dial capabilities straight to your Internal Account Manager.
     
19. Feedback: We welcome your feedback as it is by this, and other means, that we continually strive to improve upon procedures and excel with our levels of Customer Service.
     
20. Build on Relationship: We'll keep you informed with regular News Letters & Product Updates.