Every client defines success differently, and it’s important to discover what that definition is before a system can be designed that fully meets their needs. That’s why we take a consultative approach, treating every client engagement as a collaboration between ourselves and our clients. We bring our expertise with the technology, and they provide insight into how their business operates, what needs they fulfill for their own clients, and what capabilities each team within their business requires to communicate effectively.
All clients have specific business requirements that define what they need, and it’s essential for solution providers to fully understand them and translate these into a set of functional requirements that can be used to develop the solution. One common mistake that suppliers make is basing their designs around components, rather than around what users need. We try to engage our clients in a way that revolves around what they are trying to accomplish, rather than discussing specific products or manufacturers. This is a far more important conversation to have, and it helps us ensure that we deliver what they need.
Another important part of the delivery process is testing. We have a very extensive staging process where we essentially build the system off site, pre-configuring and programming the system based on our understanding of the client’s business requirements. Our state-of-the-art Production Facility enables us to integrate with various video conferencing, audio conferencing, and network infrastructure so that we can closely replicate how the system will interact with technology in the client’s environment. Functional requirements are developed into use cases based on how the client will be interacting with the system. In the staging process, we are able to run through all of the client’s use cases, whether it’s video calling to other sites or making calls through their VoIP (Voice over IP) audio conferencing system, and verify that the system is functioning and providing the expected user experience. Our clients can participate in this process to provide additional feedback on how they would like the system to work. All of the work that we do reduces risk, so when we get on site, we can be much more confident that things will go smoothly and the client will be happy with the solution.
Communication, of course, is a universal need, but all clients have business needs that distinguish them. Understanding those needs is a big part of every step of our engagement with a client. Delving into the client’s business lets us create a holistic plan that’s far more likely to provide the return on investment they’re hoping for. My recommendation for any business in need of a collaboration solution is to find a partner that looks out for your needs, rather than simply trying to sell you the latest and greatest technology.