Transcend has nearly 50 people in our professional services group. We offer complete Engineering, Project Management, Technical Integration and End-User Training. Our philosophy is you can buy the best technology and have a mediocre deployment team and your project will fail. However, you can acquire a mediocre technology and have a great deployment team and your project will be a success.
Our overwhelming success in achieving an over 98.22% customer satisfaction rating is a result of having the best of both; technology and deployment team. Our certified professionals great attention to detail and documented project process sets us apart from the competition and ensures we will deliver the promise of technology.
Services Process
Sales
It all starts with Sales and having a roadmap of crucial customer information to pass along to the project team. Our sales approach is all about making sure that we are selling a solution and not just a phone system. We will spend a lot of time in the sales cycle to get a Snapshot of your environment and outline things such as Improvement Opportunities, Return On Investment and a clear Statement of Work. The outcome of the snapshot process is a roadmap our Project Team will use to deliver on the solution.
Assessment
Our mantra is fail to plan and plan to fail!
During the assessment phase of the project, the Transcend Project Manager will provide consulting on how best to maximize the system efficiencies and to realize the outlined improvement opportunities and ROI. Additionally, our project manager will work to document the entire solution leaving the customer with comprehensive documentation on their new phone system. Some tangible results of the assessment process are; Auto Attendant, prompts, call flows, system design document, project plan, timeline, risk assessment and a contact matrix.
Design
In the design phase of the project the customer can sit back and relax while the Transcend team takes care of ordering all the equipment, installing the hardware, configuring and programming the system and scheduling end user training.
Implementation
Once we reach implementation most of the heavy lifting is done and what remains is to do very thorough system testing, Training for the end users and performing the Cut Over
Acceptance
There will not be a cut and run with our project process, we want to make sure there is global acceptance of the new system. We will be there in force during the first day of business to manage issues and provide end user support. After that we will stay in touch to make sure that all open issues are resolved quickly and effectively with little impact to the organization. Before we close the project we will perform a customer satisfaction survey and review the original project goals & objectives to make sure that we delivered on everything that was outlined during the sales process.
Key to Success — 98.22% Customer Satisfaction!
“We are excited about our new ShoreTel IP telephone solution from Transcend. We feel it is making us a better business.”
—Barry Todd, Partner, Haigh Todd and Associates
Transcend’s Project Triangle
The Transcend team strives for a “10” in each area.
