Today, the virtual telephone system is becoming a staple of businesses large and small. The benefits of moving toward a VoIP system are many, and the costs may actually be less than you expect. The virtual telephone system is extremely versatile and can be scaled to any size organization with a wide range of optional features included.

VOIP

VoIP stands for voice-over-IP, which essentially means that your phones will be connected to your network and place calls using the internet rather than a dedicated phone line. It was designed as part of the process of moving toward a more integrated communications system overall, allowing your phones to interface with your computer and gather more information than traditional systems. VoIP systems can be hosted locally using a virtual access point at your office location, or they can have a dedicated server on-site. Cloud-based VoIP allows more dynamic scaling with less equipment on site.

MODERN FEATURES AND FUNCTIONALITY

The most important thing to know about your virtual telephone system is that it is capable of doing much more than traditional phones can. It doesn’t particularly matter whether you choose to host your VoIP system locally or in the cloud, as the software remains largely the same across all three hosting options. This makes it possible for small scale businesses to take advantage of the same advanced features that were previously only available to large corporations. These features include things like:

• Hybrid Solutions: Combining old and new technology so that your heaviest phone users get the newest equipment and upgrades while keeping old hardware in place for areas that don’t see as much phone traffic (i.e. giving your front desk and customer service agents an upgrade while other offices keep their old phones).
• Mobile Support and BYOD: Allowing users to bring their own mobile devices to work, or offering company cell phones to employees out in the field. Not only can you expand your viable up time by keeping more people connected more of the time, but you can also use the dynamic extension feature to have both phones sharing a single number. This way, if the office phone is not picked up, it automatically transfers the call to the mobile phone.
• CRM Integration: A most useful tool for data gathering, analysis and customer management, CRM software has become a major part of day-to-day operations for most companies. Allowing your phone system to interact with your CRM will ensure that you can quickly identify customers the second they call and provide them with the help they need more efficiently.
• Personalization: Another, often overlooked, benefit of virtual telephone systems is the ability for individual users to personalize their phone settings to meet their needs. Even employees who share phones can have separate accounts each saved with their preferences. As they log in with their credentials each day, the phone will automatically pull up their saved settings for higher productivity and comfort.

Virtual telephone systems now provide more communications solutions than ever before. By integrating with your network and adding tons of new features, these systems are about more than just placing calls. They offer a better way to do business and reach your customers.

No investment is ever made without significant thought given to costs. Phone technology for business is no different. In the past, a new phone system upgrade for your business could cost thousands of dollars and required lengthy installation and rollout processes. When assessing phone systems today, you must look at not only the cost of the equipment but also the cost of maintenance and the value of the time you will save with a more efficient workflow.

COST OF EQUIPMENT

Many companies remember the days of spending $20,000 or more up front to have new phones and land lines brought in. Technology and the phone industry have come a long way since then. It is cheaper than ever to manufacture new phones, and many phone service providers would rather have you sign a two year installment agreement than pay for the phones up front. This translates into a lower monthly payment that you can stretch out over several years rather than making a lump sum payment. The benefit is that this service agreement also typically includes regular updates and other perks that were not available with older phones.

It is also wise to remember that you are going to need a thorough assessment done by a qualified phone technology provider. They will be able to tell you which parts of your current system can be salvaged and reused and which parts need to be replaced. You may find that many of your existing lines can be kept in place, minimizing the amount of new equipment you will be paying for.

COST OF MAINTENANCE

The idea of making a monthly payment for a subscription service may be daunting to companies who are used to paying for their phone technology for business up front. However, the lower monthly payments could still be a cost savings year over year if you take a step back and tally up the real costs of keeping your old system in place. Consider the following:

• How much are you spending annually on repairs to old equipment?
• Are the cost of repairs getting higher as your old equipment becomes obsolete?
• What happens if you have a major failure and you need to make an emergency upgrade on short notice? Does the cost multiply due to urgency?

Often, companies become so used to paying for repairs on their equipment that they fail to add up how much they are really spending when compared to the cost of simply having brand-new phone technology for business needs. The total could be shocking.

VALUE OF YOUR TIME

Since today’s phone technology for business is so much more advanced than previous generations, it provides a whole new level of integration and communication. Many companies see a huge boost in their productivity when they switch to a modern phone system because of all the new tools at their disposal. How much is that additional work worth when it comes to evaluating a new phone system investment? In addition, if you are no longer having to deal with downtime and repairs on old equipment, how much more productive time do you gain?

When it comes to doing a complete cost analysis on your new phone system upgrade, it is important to look at all aspects of what the phone system will provide. Since today’s phone systems include far more functionality than older systems, you may be surprised to see how far your money goes within your organization, even if it seems like an expensive project at first. Don’t forget to account for miscellaneous costs when comparing your options.

In the last several years, modern phone technology has gone through some major changes. As the technology has advanced, some businesses have been slow to get on board with what they see as expensive, overly complicated VoIP and cloud-based technology. A number of myths have arisen that often drive people away from these services, and we are here to put those fears to rest.

NEW TECHNOLOGY IS LARGE BUSINESS ORIENTED

One of the most common complaints from small and mid-sized businesses is that all of the latest and greatest technology is aimed at major corporations. Small business owners are often intimidated by these systems because they don’t believe they have enough users or infrastructure on hand to make the move. In reality, VoIP is a remarkably flexible service that can be extremely beneficial for small business owners. VoIP office phone systems are scalable and you pay a flat monthly fee based on your current size. Adding new lines in the future is simple and may minimally increase your monthly payments until you reach the next size tier.

IT IS TOO COMPLICATED FOR THE AVERAGE USER

In the beginning, VoIP systems had to work out a lot of kinks with interfaces and commands. However, now that VoIP has become a staple in nearly every major industry, manufacturers of software and hardware have done an excellent job of making VoIP systems intuitive and easy to learn. The average VoIP device is easier than your current smartphone.

CALL QUALITY WILL SUFFER

As with anything else in technology, the quality of your hardware is really what determines the quality of the calls you are placing. Hiring a consultant to integrate your new office phone systems and test them before they go live can help ensure that all of the components in your system are providing adequate service and call quality will not suffer.

NEW PHONE SYSTEMS ARE ONLY FOR OFFICE EMPLOYEES

With all of the discussion about how phone calls can be placed over the internet, many people have come to believe that modern office phone systems are only applicable in specific office environments. This is not the case. VoIP phone systems include a number of advanced features that allow you to reroute calls between multiple offices or field sites. Employees can also pair their mobile devices with their office phones so that calls to their office will automatically go to their cell phones while they’re traveling. It is a perfect technology for traveling crews, allowing you to keep your phone numbers in place no matter where you are working from.

If you have been considering new office phone systems for your small to mid-sized business, but you still have questions, now is the time to call a professional and learn more. Taking advantage of modern phone technology can save you a ton of money in the long run and greatly improve the flexibility of your phone system internally and externally.

The way you approach your phone technology for business is just as important as the type of equipment you actually use. In order to make the most out of your communications system, you must have a clear-cut strategy for solving problems and achieving results. Whether you choose to try a DIY approach or you contact a professional consultant, here are a few things to keep in mind.

CHOOSE A CHAMPION

Trying to update your phone technology for business without having a plan in place can be costly. It often leads to buying too much or too little hardware, or even buying the wrong hardware altogether. The very first thing you need to do is appoint someone to lead the project. They need to have a set of guidelines and objectives to work toward, and they will be in charge of learning the ins and outs of the system, working with contractors to get things done and keeping management informed of the progress. Having a single point of contact to lead this project will ensure that everyone is on the same page and that information isn’t getting lost between multiple parties.

GATHERING INTEL

Once you’ve selected a strong leader for your phone upgrade, it is time to set your goals. You may already have a good idea of which new features you want to have available, or you may be overwhelmed looking at the dozens of options on the market. If you are unsure of which direction you should be heading in, spend some time gathering intel about your competitors and the communications technologies they are using. You can even call them directly and see how easy it is to navigate their phone system as compared to your own. Visit them online and see how their chat support works. Take notes of how well they deliver to their customers and what you would change to make it better, and then implement those plans at your company.

DIY VS. CONSULTANT

Now it is time to decide whether or not you want to stake your phone technology for business on a DIY approach or hire a professional to help you out. The allure of DIY installation is the idea that you can save money on the install and buy components from discount sites. However, it is important to note that phone technology for business comes in many different types, some of which are not compatible with one another. Even products that claim they support the same protocols may only work with other products from the same manufacturer. Whoever is in charge of leading your project will need to do a significant amount of research to learn how each piece of the puzzle fits with the others.

On the other hand, hiring a professional consultant can save you time and money thanks to the expertise they bring to the table. A consultant can also point you in the direction of smaller brands on the market, which may have better pricing but less recognizable names. They can also help you identify any features that you may be missing that would put you ahead of your competitor.

Whatever you do, when it comes time to invest in phone technology for business, you should always make sure that your project has a committed leader who is looking out for the best interests of the company. Next, you will want to do some research on your own to get an idea of what you are looking for and what you’ve been missing. Last, you will have to decide whether or not to take on the install on your own.

I WILL ACT WITH INTEGRITY. I will do the right thing. I will tell the truth. I will admit when I’m wrong, ask forgiveness, and do what I can to make it right. I will do what is right, even when no one is looking.

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Great story from Bill about Briarwood: Over 25 years ago we had a contract with Briarwood to cable their new building and move them. We had 6 miles of cable to pull and it was a six month contract. The customer said, “Make sure you get us moved before Christmas.” We committed to complete the job by Christmas, because it was their busiest time due to the large number of phone calls with end of the year contributions.

When we got within a couple of days of the move I realized that we were not going to complete on time. I went to Tom Leopard and told him that I let him down, I had told him I would get him moved and completed on time. We were going to get him moved but it was going to be very messy—not all the phones were going to be working because the cabling hadn’t been punched down. I thought I would get fired and loose the customer. I told him I would stay on-site until the job was completed. I literally stayed on-site around the clock for 2 or 3 days. We got the customer moved. Obviously there was a lot of pain that first day that they moved, and we worked through it.

About 5 years later I got a call from a person that said they had been checking our references and wanted to get a quote from me. I asked who the reference was from and they said Briarwood. I asked what they said and he told me that Tom Leopard had told him that “Whatever I said he could take it to the bank.” I was very surprised by the high compliment. I thought to myself that it was just exactly the opposite of what had happened. I didn’t complete it on time. I didn’t do what I told him we would do, yet I took ownership and didn’t deny it or blame anyone.

In the customer’s eyes, my owning up to the problem before they felt the pain allowed them to adjust their expectations. In the end, it built integrity.

It was amazing the impact this had on me. I was convinced that I was going to lose their business. I could have waited until the cutover, but that didn’t seem like the right thing to do. I wanted them to have time to make another decision. If they wanted to fire me, they could. That was 25 years ago and an experience that really shaped me early on in business. It made me realize the importance of owning the problem and telling the truth. 

Luke 6:31 “Do unto others as you would have them do to you.”

I WILL BE THE THIRD EGG. I will find ways to create value for customers through economical means. I realize I make the difference in a customer’s satisfaction. I will not describe things as “easy” but will instead reinforce the value of what we do in each interaction with our customers.

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After attending a small conference in Vermont, Jimmy decides to grab breakfast at a local restaurant on his way out of town. He finds two quaint little restaurants across the street from each other on Main Street. Seeing that the one on the left has a full parking lot, he decides that must be the preferred place in town to eat. He is seated and has a very nice breakfast. The service and food were both great, but there seemed to be something more he couldn’t quite put his finger on. He notices that the name tag on the guy filling his coffee cup is the same as the name on the door, so he starts a conversation with him:

This short story illustrates the simple truth that we must constantly find ways to increase our value to our customers in ways that do not cost the company a lot of money. For Slappey, the #1 way we do this is through YOU! The thing that makes Slappey head and shoulders above our competition is our people and our attention to our customers. We are a customer focused company. You are the third egg. We must find those small things we can do to take our value up a notch each time we interact with the customer.  Here are a few quick examples:

• Describe what we have to do for a customer with the true level of complication and experience that it takes but remind the customer it is at no charge under Managed Services.
• Remember small personal details (like that their daughter plays soccer) and ask how it is going the next time we see them.
• Always demonstrate a positive attitude and be consistent with the company with phrases like “I would be glad to help you” or “it’s my pleasure” or “is there anything else I can do for you?”
• The way we handle emergencies focuses on solving the customer’s business problems, not just their technology problems, and being proactive in solving those problems.

So what do I say when someone asks me “What’s the third egg?” I say this: When you go to a diner and order eggs you expect to get two, but at Slappey we give you three.  While we don’t serve actual eggs, we do go above and beyond through the quality of our people. That’s why we say “I am the third egg.”

I WILL DO MY BEST. I will take pride in the quality of everything I do. I will ask myself, “Did I do my best work?” Everything I do has my signature, and I will make it excellent.

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In the Movie Facing the Giants, the coach pushes Brock to do his best. It’s easy to see in this short clip where Brock wanted to give up but pushed through the difficulty and gave it his all.

I know you do what it takes to make customers happy. But the real question is, did you do your best? I like to think of this as similar to putting icing on a cake. The present isn’t quite the same without finishing the job. I could make a great sale but fail to hand it off and I wouldn’t have done my best.

One of the greatest enemies to “doing your best” is “doing too much.” In my personal experience, the number one thing that prevents me from doing my best is that I am trying to do too much at once. And many of the things I do may have little to no real impact in terms of being productive. We need to focus on what each of us can really be the best at and stop doing the things that are unproductive.

For each of us it’s different, but the point is this: You should strive to do your work in such a way that if a sign reading “work done by you” was placed on it, you wouldn’t be embarrassed.  So do your best and encourage others to do the same.

Colossians 3:23-24 “Whatever you do, work heartily, as for the Lord and not for men…”