An aging phone system can cause significant problems in your business operations. Businesses with outdated phone systems face various issues that can hinder productivity.
Common problems include frequent hardware malfunctions, dropped calls, poor sound quality, and unreliable connectivity, frustrating employees and clients. Older systems may also need modern features such as call routing, conferencing, and CRM integration, which limits communication efficiency.
Additionally, outdated phone systems often have higher maintenance costs and may not support the latest security protocols, leaving your company vulnerable to data breaches.
As technology advances, aging systems can create compatibility issues with other tools and software, making it harder to scale operations or adapt to new communication needs.
Your staff and external contacts have unique needs that you must address to ensure effective communication. Internal users, such as employees, have varying requirements based on their roles. For example, administrative staff might need advanced features, while occasional users only need a basic setup. Remote employees benefit from mobile integration and secure communication functionalities.
Step 1: Decide What Features Your Business Needs
Modern phone systems offer a plethora of features designed to enhance business communication. Distinguishing between must-haves and nice-to-haves is essential to making an informed choice.
Features like hot desking are beneficial if employees frequently work from different locations. Intra-office mobility solutions, such as DECT systems, allow employees to move around the office without losing call quality.
Mass notification systems can automate customer outreach for billing requests or special offers. Remote teleworking capabilities are crucial for businesses with remote employees, offering options like cloud solutions that enable the use of softphones or mobile devices. Mobile integration allows seamless management of both cellphone and IP calls from a single device.
Other essential features include automated attendant, directory service, and automatic call distribution, which help route calls efficiently. Unified messaging and team collaboration tools can consolidate all your communications into one interface, improving productivity.
Presence status indicators and follow-me features ensure that your team is always reachable, no matter where they are.
Engage with your team to gather feedback on your current system. Ask what's working, what's frustrating, and what features they wish they had. This valuable input will guide you in determining what your business needs from a new phone system.
Don't overlook ergonomics and ease of use, especially for those who spend much time on the phone.
External users—your customers, partners, and vendors—also play a crucial role. Their experience when contacting your business can directly impact customer satisfaction.
Assess whether calls are frequently dropped and if they can easily reach the right person quickly. Understanding their needs will help you choose a system that enhances the customer experience.
Step 2: Conduct a Thorough Technical Audit
Before upgrading your phone system, perform a comprehensive technical infrastructure audit. This audit involves assessing your servers, personal computing components, network hardware, and service providers.
Identify any bottlenecks or redundant systems that could impact the performance of your new phone system.
Examine the current state of your network infrastructure. Traditional phone systems rely on voice networks, while VoIP services use the same network as your data services. If your data network is robust, you're most likely ready for a VoIP system.
Assess the interoperability of your current components with newer technologies, especially if you're considering a hybrid solution.
Review the relevancy of your existing system. How old is it? Are maintenance costs becoming prohibitive? Understanding the limitations and strengths of your current setup will guide you in choosing a system that aligns with your future goals.
Step 3: Balance Budget and Long-Term Value
Your budget plays a pivotal role in selecting a new phone system. Businesses typically approach communications expenses as either capital expenditures or operating costs.
On-premises solutions require a high initial investment but offer amortization over time without additional monthly costs. On the other hand, cloud solutions have minimal upfront costs but come with predictable monthly fees, offering greater flexibility.
When evaluating the total cost of ownership, consider the initial purchase price, ongoing maintenance, upgrade costs, and any hidden fees. Leasing options can keep your technology current but might limit control over the product. Purchasing gives you full ownership but ties you to the technology until you're ready for another overhaul.
It's crucial to strike a balance between immediate affordability and long-term value. A slightly higher investment in a quality system can pay off in terms of better service, increased productivity, and customer satisfaction.
Step 4: Select the Ideal Infrastructure and Deployment Model
Three primary deployment models for business phone systems exist: on-premises, cloud-based, and hybrid. Each has its unique benefits and challenges.
- On-Premises Phone System: This system is ideal for businesses that prefer complete control over their communications infrastructure. It is housed on your premises and maintained by your staff. It offers high security and is suitable for businesses making most calls.
- Cloud Phone System: This system uses the Internet to deliver calls, reducing telecommunications costs and technical support needs. Cloud systems are highly scalable and flexible, making them ideal for growing businesses with multiple locations or remote workers.
- Hybrid Approach: This approach combines the best of both worlds, using traditional phone lines for local calls and the cloud for long-distance and international calls. Hybrid systems offer control, cost savings, and scalability, making them a versatile choice for many businesses.
Step 5: Implement and Train Users for a Seamless Transition
Once you've chosen your phone system, the implementation process is critical to ensuring a smooth transition. Start by notifying your staff about the upcoming changes and reassuring them they will receive expert training and support.
Take inventory of all delivered equipment to ensure everything is present. Set up a test network with a small group of early adopters to identify issues before a full-scale rollout. These early adopters can also advocate for the new system, helping other users get comfortable.
Provide comprehensive training for all users, both in groups and individually. A cheat sheet with instructions for everyday actions can be beneficial. Proper training ensures everyone can make the most of the new system, boosting productivity and satisfaction.
Selecting the right phone system for your business involves:
- Understanding your user needs.
- Conducting a thorough technical audit.
- Balancing your budget.
- Choosing the ideal infrastructure.
With careful planning and implementation, you can unlock your business's potential with a phone system tailored to your unique needs and future growth in 2025 and beyond!
If you're considering upgrading your business phone system, schedule a call with one of our experts at Business Communication Specialists. We are not here to push a solution on you—our goal is to provide you with everything you need to make an informed decision. Schedule a discovery call with one of our experts to explore your options and make an informed decision.
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