:: How to buy a business telephone system ::

This is the most important ten minutes of your decision

An efficient communications system that allows the continual flow of accurate information is the heart of all business operations. The process of choosing the best telephone system for your business may appear confusing. To make the right decision, you need the right information. The following guidelines are provided to assist you through the process.

1. Regardless of how many vendors you decide to shop, you must be certain that you are comparing apples to apples. It is not uncommon for different manufacturers to provide the same functionality from a given feature, with the actual feature name or implementation of the feature being completely different.

2. When interviewing a potential vendor, be especially on the lookout for tangible signs of the vendor's integrity, length of time in business, experience with the offered product line, factory certification of technicians, and training programs offered for your employees at initial installation and as follow-up.

3. Your salesperson should be attempting to uncover operational problems that exist within your organization in order to design the best overall solution for you. Look for a system that provides more than the ability to operate as a telephone system.

4. Post-installation changes are quite normal when installing a system that offers more features and newer technology than your existing system. For this reason, determine your vendor's policies on adds, moves, and changes within the first 30 days of system operation. Additionally, ensure that your selected system is equipped with a remote modem so your vendor can make programming changes off-site. Be sure that both your system and voice mail can be programmed remotely. This will save you countless first-hour and trip charges over the life of your new system.

5. Protect your investment. Your company is likely to grow throughout the life of the system. Be sure that there is adequate growth potential in your selected system. A good rule of thumb is 30% - 50% growth. If you anticipate that your company will undergo tremendous growth above this guideline, make certain (and get it in writing) that at least the telephone instruments themselves can be used on the next larger sized system. Since the cost of the telephone instruments represent the largest part of your investment, the migration of telephones from one system to the next within a manufacturer's product line is critical.

6. Insure yourself against technology changes that may occur within the next 7 - 10 years. While no one can predict what technology will be in the coming years, look for a system whose basic platform (or architecture) is flexibly designed. In this way, you can invest in newer technologies on your timetable without losing a significant portion of your initial purchase price. As an example, using the Internet as telephone lines is an emerging technology that becomes more viable weekly. Ask your vendor if the system he/she is proposing is capable of supporting voice over the Internet (VoIP).

7. Examine all available payment options, including:

  • a. Cash payment - How much down payment is required? Do you have to make interim payments throughout the installation phase? Is there a discount for cash payment?
  • b. Leasing - What end-of-lease options do you have? Do you have to carry a minimum level of insurance on the equipment throughout the lease? What are the tax ramifications for your business when leasing?
  • c. Rental - Is the equipment you are receiving new, or was it previously installed for another company? Is there an original warranty period? How much termination notice must you give your vendor?

8. As with any other piece of sophisticated office equipment, you will likely elect to carry a maintenance policy after the manufacturer's warranty expires. Determine what your vendor's maintenance program includes, if there is a discount for annual renewal versus quarterly renewal. Do you receive any supplementary training for your employees while covered by a maintenance contract?

9. If you intend to integrate your telephone system with your computers for outbound dialing and incoming answering convenience, be sure to ask what interfacing protocol is offered by the vendor's system. If you are not sure whether your computer system and dialing applications will work properly, ask your IT person to get involved in this portion of the sales process. If you do not have an IT person, ask your vendor to simulate this feature for you (if possible).

10. Make sure you are comfortable with your salesperson . . .
Does he or she:

  • a. Demonstrate integrity?
  • b. Appear honest?
  • c. Respond promptly through the sales process?
  • d. Understand your needs?
  • e. Provide a solution to address your needs, preferably with a live demonstration of the proposed system?

Does the company:

  • a. Offer quality products and services?
  • b. Have a location you find sufficiently close to your facility?
  • c. Provide post-sale policies that are agreeable to you?
  • d. Have a published trouble response time for regular and emergency service?
  • e. Have a willingness to provide you with both good and bad references?

If you have done your due diligence, and properly evaluated the salesperson, the vendor, and the proposed telephone system, you're assured of having made a worthy decision that is good for your company.