Buying A Telephone System Doesn't Have To Be Taxing! (Part Two)

by Amy Osler

2. Multiple year warranties on the systems.

Most manufacturers offer at least a one-year warranty on their equipment that vendors will pass on to the buyer. However, over the last several years a multiple year warranty through an outside company has evolved and proven to be very beneficial. Traditionally when you bought a phone system, you received the one year maintenance agreement free. After that, the vendor would come back and try to sell you a maintenance agreement for the next year. The industry average cost for maintenance agreements is usually around $3-4 per port, (phone and/or line) and an additional charge for voice mail or any peripheral equipment. Because your phones are so very important, maintenance can be a very good idea, depending on the plan. These multiple year warranties are offering, for example, a five-year warranty on the equipment and an optional maintenance plan for years two through five at a discounted rate. The plan the writer is familiar with even offers free remote maintenance. This is a great savings, especially for systems with thirty or more phones. They can also offer guaranteed prices which can help you budget your telecommunications costs for the next five years. Bottom line - extended warranties are a benefit with good maintenance.

3. Continual customer education on the system.

The biggest complaint you hear is, "Once I bought the phone system from my salesperson, I never saw him again". Not to be redundant, but the long-term relationship is so very important. You need to know, before you buy, what the vendor does to further the relationship after the sale. I'm a big believer in having an account representative that is in touch with you at least one to two times a year, just to see what is happening with your business. This will allow him to make recommendations for your business' growth.

Phone systems run on software, and the manufacturers release updates to enhance features and capabilities. You need to be made aware of these, when they become available, and what they offer. Then you will be able to make an educated decision whether it will be of benefit. Several companies produce a newsletter with updating information or hold seminars on specific systems and what they can do. Remember that when you buy the system you may not presently have a need for a particular feature, but that may change down the line. You are making a big investment in your telecommunications systems, and you should be very informed on its capabilities today and in the future.

Needless to say the vendor you choose should have a strong service department with proven experience and happy customers. The company needs to be proactive with suggestions on new technology as it arises. They are asking you to make an investment in their company, and they need to make an investment in your company and be your technology partner.

4. Last but certainly not least, the vendor should be a one-stop shop.

Has this ever happened to you? You pick up the phone to make a long distance call and there is static on the line You grudgingly finish your call, and then contact your long distance carrier. They check the lines, say it's not them causing the problem, and suggest you call your local line provider. They may feel the need to come out and check your lines. Two days later they come out ( you still have static on your lines) and tell you it is not in their lines and that you should call your equipment vendor. This can be very frustrating, not to mention a waste of valuable time.

This is why you want a vendor who is a one-stop shop. First of all, they are experts in their equipment. They work on it everyday and know how it interfaces with all types of lines. Second, they should be an authorized agent for a reputable local line provider. This will assist you in not only calling for service problems but also in ordering lines directly. An additional service an authorized agent should offer is free analysis of your current lines and recommendations for alternative options. There really are some great new options available.

Finally, the vendor should be an authorized partner with a reputable long distance company. What all this means to you is that you make one phone call to one company for all your telecommunications needs. You may still need each different provider checking for the problem, but you don't have to orchestrate it!

Your telecommunications decision is very important to your office. It doesn't have to be overwhelming. Today's technology can really increase productivity. With the right technology partner, your choice can make you the office hero!

Amy Osler is Vice President of Marketing at Mercury Communication Services, Inc. located in Dallas, Texas. She can be contacted at (214) 637-4900 or www.mercurycomm.com.