Transcript Customer Success Worksheet - Fonality Knowledge Base

Customer Success for Resellers
Chris Sherwood
Director of Professional Services
Fonality, Inc.
Version 1.5 - 5/22/2012
Customer Success
• Customers, and especially large customers have unique needs, and
need extra attention during the pre-sales process to ensure
accuracy
• The ‘Customer Success’ checklist will:
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Give a clear picture of the deal
Ensure accuracy in quoting / licensing / architecture
Uncover any potential problem areas
Boost customer confidence in the Sales Rep and Fonality
Ensure customer needs are vocalized and documented
Customer Success Worksheet
Tips for Large Customer Success
• What is it?
– Checklist – work with the customer to complete this. Do not send to the
customer to fill out on their own, and do not fill out without consulting the
customer. Use the checklist as an opportunity to build rapport and
become the customer’s telephony partner, not just their Sales
Rep/Reseller.
– Explanations – detailed explanation of checklist items and options
• When to use it?
– Helpful for any customer
– Especially customers over 50 seats
– Any deal with special requirements
Customer Success Worksheet
Tips for Large Customer Success
Customer Success Worksheet
Checklist items
• Users vs. concurrent calls
• Carrier service
– PRI
– SIP
– LNP
• Analog requirements and faxing
– POTS lines
– Analog devices
– Faxing
• Internet bandwidth
– Measuring Internet bandwidth
– Call examples
– Quality of Service
Customer Success Worksheet
Checklist items (cont)
• Firewall make and model
• Security constraints
• System architecture
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Single site, single PBX
Multi-site, single PBX
Multi-site, multi-PBX
Dedicated hosted
3rd party integration requirements
List of IT personnel and responsibilities
Customer success criteria
Timeline for implementation
Installation Services
Customer Success Worksheet
Users vs. Concurrent Calls
• 100 concurrent call limit per server
• Know the approximate concurrent calls per business type
• Standard business operations – between 3:1 to 4:1 phone to call
ratio
• Call Centers – between 1.5:1 and 2:1 phone to call ratio
• Different call types have different concurrent call measurements
– Extension to outside world = 1 concurrent call
– Extension to extension = 2 concurrent calls
– Remote extension to outside world = 2 concurrent calls
Customer Success Worksheet
Type of carrier service
• Typically PRI or SIP in a large customer environment
PRI
• ‘Smart’ T1 with 23 voice channels and 1 data channel
• 23 concurrent calls per PRI
• Generally more reliable than SIP
• Not Internet dependent
• Requires 1 PRI port per PRI
• Don’t forget to factor in Channel Banks!
Customer Success Worksheet
Type of carrier service (cont)
SIP
• Also known as VoIP, SIP trunks, Voip trunks
• More cost effective than PRI (typically)
• Configure SIP with registration credentials from carrier
• Utilizes existing customer Internet connection, or can be a dedicated
circuit
• More flexible in ‘channels’ or ‘paths’ available
• More flexible in pricing, and bursting options
• Know the various types of SIP products
Customer Success Worksheet
Type of carrier service (cont)
LNP
• Know the porting process and timeline
• Advise customers to hold off on porting until PBX is installed and
tested with temporary DID’s and/or call forwarding
Customer Success Worksheet
Analog requirements and faxing
POTS lines
• Plain Old Telephone Service – like the phone line you have at home
• Useful as backup to SIP / PRI
• Connects using an analog card or channel bank
– Analog card – 4 FXO ports per analog card
– Channel bank – aka Rhino Channel Bank
• Up to (6) 4-port modules per Channel bank
• 4-port modules can be FXO or FXS in any combination
• Connect to the PBX via a PRI card port
Customer Success Worksheet
Analog requirements and faxing (cont)
Analog devices
• Many types of analog devices
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Legacy conference room equipment
Wireless / cordless phones
Modems
Etc.
• Terminate to FXS ports in an analog card or channel bank
• NOT recommended for critical services such as elevators and alarm
systems
Customer Success Worksheet
Analog requirements and faxing (cont)
Faxing
• Fax machines and fax servers connect via FXS ports on an analog
card or channel bank
• Only one Fonality supported solution for inbound faxing:
http://help.fonality.com/faxing
• Fax over IP (FoIP) is neither supported or recommended
• Fax servers work with Fonality, however may require Professional
Services customization to function properly
Customer Success Worksheet
Internet bandwidth
• Dependent upon carrier service
– PRI = no Internet bandwidth required for carrier connection
– SIP = dependent upon Internet for carrier connection
• Number of remote phones can have significant impact on bandwidth
requirements
• Bandwidth requirement comes down to simple math:
– 80Kbps (Kilobits per second) upload and download bandwidth required
per concurrent call
Customer Success Worksheet
Internet bandwidth (cont)
Measuring Internet bandwidth
• Ensure that speed test results are using the correct Internet
connection
• Test during off-peak hours
• Fonality speed test: http://cp.fonality.com/speedtest.cgi
Customer Success Worksheet
Internet bandwidth (cont)
Measuring Internet bandwidth
• Dr-voip: http://dr-voip.com (more comprehensive test)
• Also check MOS (Mean Opinion Score)
Customer Success Worksheet
Internet bandwidth (cont)
Types of calls
• x = 80Kbps upload and download bandwidth required
• Extension to extension (both phones on LAN) = 1x
• Extension to extension (one phone remote) = 1x
• Extension to extension (both phones remote) = 2x
– Also for Connect / dedicated hosted!
• Extension to remote (using PRI lines) = 0x
• Extension to remote (using SIP) = 1x
Assuming SIP:
• Inbound caller sitting in a queue = 1x
• Inbound call to local extension = 1x
• Inbound call to remote extension = 2x
• Conference call with 4 local extensions and 6 remote callers = 6x
Customer Success Worksheet
Internet bandwidth (cont)
Quality of Services (QoS)
• What is it?
• When should it be used / recommended?
• LAN or WAN?
• All Fonality-approved and supplied routers provide QoS
Customer Success Worksheet
Firewall Make and Model
What kind of firewall does the customer have?
• Some firewalls work better than others with Fonality
• Not pertinent if a customer has no remote phones and is using PRI
• Fonality Support maintains a list of firewall test results
• Gather firewall information and ask your Sales Engineer
Customer Success Worksheet
Security Constraints
• Fonality premise-based PBX systems use Hybrid-Hosted technology
• Security conscious organizations may take issue with this
• Banks and government agencies have regulations that prohibit
external network communication of any kind
• We can not change the Hybrid-Hosted architecture
• Recognize potential issues early!
Customer Success Worksheet
System Architecture
• Understanding architecture greatly increases accuracy of quoting
and provisioning
• Chosen architecture should factor in future growth
Common system architectures:
• Single site, single PBX
• Multi-site, single PBX
• Multi-site, multi-PBX
• Dedicated hosted
Customer Success Worksheet
System Architecture (cont)
Single site, single PBX
• Most common architecture
• Majority of phone traffic is on the LAN
• Most flexible for carrier connection
• Should always include LBS
Customer Success Worksheet
System Architecture (cont)
Multi-site, single PBX
• ‘Headquarters is
at least 50% of
traffic
• Good architecture
for customers with
retail locations
• Flexible carrier
connection options
• Higher Internet
bandwidth
requirements due to
remote phones
Customer Success Worksheet
System Architecture (cont)
Multi-site, multi-PBX
• Fonality’s architecture
• Multiple ‘main’ locations
with >10 users each
• Best for independent
location redundancy
• Carrier failover to
alternative offices
possible
Customer Success Worksheet
System Architecture (cont)
Dedicated hosted
• Good for customers with
highly distributed
workforce
• Good for customers who
do not want to maintain
their own server
hardware
• Private connections
allowed (but with caveats
- see next slide)
Customer Success Worksheet
System Architecture (cont)
Private connections to Fonality’s data center
• Dedicated hosted customers only (no Connect)
• MPLS or VPN connections only (no point to point T1’s or other
connections allowed)
• Customer is responsible for interfacing with the carrier and for
maintaining all equipment remotely
• Additional costs involved
Customer Success Worksheet
3rd Party Integration Requirements
• 3rd party integration requirements should always be determined
during the pre-sales process.
• Examples are:
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CRM integration (Salesforce.com, SugarCRM, etc.)
Predictive dialers
Paging/intercom
Workforce management
Cross connections to other PBX systems
• Never assume that our PBX can integrate with any 3rd party
software
• Send integration requests to Professional Services
email: [email protected]
phone: (877) 366-2548 x6215
Customer Success Worksheet
List of IT Personnel and Responsibilities
• Document personnel, contact information, and responsibilities
• Can help determine what level of Installation services are necessary
(if any)
• Holds individuals responsible for the various roles necessary for a
successful installation
Customer Success Worksheet
Customer Success Criteria
• What is important to the customer to consider the Fonality
implementation a success?
• Aka: Deal Killers
• Success criteria can be:
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System features
3rd party integration
Timeline
Anything!
• Get the list in writing (email)
• Helps Fonality ensure success and helps the customer perform the
due diligence required within their organization
• Reduces the possibility of deal killers popping up post-sale
Customer Success Worksheet
Timeline for Implementation
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Document customer’s desired implementation timeline
Sets realistic expectations
Important for scheduling onsite installation services
Can be used as a sales tool to help close deals
Identify anticipated:
– Purchase date
– Installation and testing dates
– Go-live deadline
Customer Success Worksheet
Installation Services
• Identify the installation services desired by the customer
• Types of installation services available:
– Customer Care – Connect/Connect+ only
– Assisted – remote installation
– Professional – onsite installation
• For Connect and Connect+, Customer Care is included by default
• For PBXtra, trixbox Pro and Fonality Enterprise/Professional, no
installation services are provided by default
• Channel partners do not receive installation services by default
http://help.fonality.com/Fonality_Professional_Services/Installation_Services
Customer Success Worksheet
Cover your bases!
• Document all items in the checklist
• Get Sales Engineer sign-off!
• Email a copy to your Fonality Cannel representative
Customer Success Worksheet
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