More Information :

The Process

We know with 100% certainty that CommsProvider share one thing in common with all businesses – and that is we all buy products and services. It is therefore interesting to draw from that experience and not difficult to work out why some relationships last and others become fragile.

CommsProvider has developed a process which governs all the key aspects of what we do….from ‘selling’ through to delivery and on-going support. A good example for explanation would be buying a telephone system. Consider the following ‘methods’

Example 1 – a common approach

Customer seeks supplier of new telephone system. Process goes like this:

Sales representative visits and ‘talks’ about what SUPER Comms do
Nice colour brochures tell customer what SUPER system does
Price is thrashed out and SUPER salesman goes back to base with order
A while later…..SUPER engineers turn up with boxes of products and try to work out what SUPER salesman had in mind. Normally box or two is missing and one of SUPER engineers has to go back to get missing ‘stuff’.
Meanwhile……things get installed somehow, various company staff have to spend time trying to help SUPER engineer make phones ring where they need to and generally get things working so it seems ok.
New phones start working on desks and customer staff begin to loose calls and cut folk off….generally getting quite upset…..whilst SUPER engineer says “it’s just how it is when you get a new system”. And maybe you think that’s just how these things get done…how could it be any different?.
SUPER engineers finish (and can you get rid of these boxes luv). SUPER engineer whips round telling staff how to use new SUPER phones but day is coming to an end and everyone is tired of SUPER day.
Next day….and over the coming weeks, customer learns about this SUPER system through ‘trail and error’ and a level of ‘satisfaction’ is reached. SUPER system now in place and everyone basically uses the ‘investment’ pretty much the same as they used OLD SUPER system (which is still lying about somewhere).
SUPER salesman not seen again (probably works for someone else now anyway), SUPER engineers come back when SUPER system gets upset from time to time……..and in the end, everyone goes back to normal. No efficiencies have been achieved, no real improvements and anything marvelous SUPER system can do remains a complete secret to all.

The CommsProvider Method

Initial meeting with client to survey the business premises and get an understanding of the business layout – this is important as it enables us to ‘visualise’ the various departments’ needs.
First discussion. We will have suggested a wish list is created by the customer and maybe even an internal ‘steering group’ so that lots of input is provided from different users (client permitting)
All the clients required functionality is agreed and CommsProvider confirm how these are met by our product plus some outline on enhancements available. It is usual that our experience and knowledge will add considerably to the basic requirements detailed – remembering that technology products come with limitless configurations so it would not be promoting additional cost to explain these functions.
Client is invited to CommsProvider along with key staff for a tour of facilities and operations – then full demonstration on the product geared to your specification. You see how our product would be set up in your business and staff can create a working situation.
Final specification is agreed and a price proposed.
If accepted, installation program is diarised – with pre installation training offered at CommsProvider site before the system goes live. Staff are then fully prepared, having also met the engineer in charge and the trainer who will be there on the day. Programming meeting with client so that the system configuration can be documented and mapped out.
Equipment is pre-tested and programmed days before the installation – so that it arrives working to the exact specifications and an instant ‘go live’ can be achieved.
Installation takes place with customer staff pre-trained, system programmed and all new functions understood.
Handover process agreed with engineering staff with courtesy call backs and following training diarised. The return visits and length/intensity of after sales care is determined by system size and complexity.
On going maintenance program set up. CommsProvider support desk form ongoing relationship with customer ‘system manager’ – telephone support 9am-5.30pm and system can be programmed remotely for any changes as required (could be simple things like name changes as staff move/join). Remote access reduces costs of unnecessary programming visits.
Customer gets maximum benefit from investment.