There’s a tendency in our industry to think of a successful implementation in terms of “does it work as promised?" However, in today’s economic climate and with technology taking a “consumerization" direction, there is now a second element that determines a successful implementation — are end users using the new tools so that the customer is actually realizing the promised benefits? If the solution works but no one is using it, is the implementation successful in the eyes of the customer?
The following 10 steps to a successful UC implementation ensure that both goals will be met — the solution will work and the benefits will be realized.
1. Pre-contract Audit. Perform a network and equipment audit as part of the sales process. What existing equipment can be leveraged as part of the new solution? (Customers are happy to know that their initial investment will be protected and included in the new solution wherever possible.) This avoids any major surprises for you and for the customer once the contract has been signed.
2. Engage/Communicate. Ensure that there is support for the project/implementation from the top down, and develop a plan for communicating with end users before, during and after implementation.
3. Product Selection. Vendors say their products works together and that they they’re committed to interoperability. However, if you are adding new product elements into your solution, be sure that they’re compatible with the other components.
4. Set/Confirm Expectations. Have the customer sign off on expectations and performance requirements. Meet with all appropriate customer stakeholders — those who “own" the problems/issues that your solution is going to resolve. What are their expectations once the solution has been implemented? What results do they expect to see? Do they foresee any obstacles to employees using the new “tools" (technology) that you’re going to be providing? Will the proposed solution meet their expectations?
5. Reconfirm. Double-check the design/configuration with your own staff and the customer’s IT staff.
6. Manage/Monitor. Develop a detailed project plan and share it with the customer. The plan should include not only the steps that your company will follow in the implementation process but also steps that the customer needs to take to ensure a successful implementation. Have the customer sign off on the project plan.
