When organizations decide to upgrade their communication systems, the transition can seem overwhelming. Integrating a new system, training staff, and ensuring that operations continue smoothly are significant concerns.
At Landis Technologies, we understand these challenges and have developed a specialized onboarding framework tailored to the unique needs of educational institutions. Our approach ensures a seamless transition, minimizes disruption, and empowers institutions to maximize the benefits of our solutions from day one.
1. Initial Project Planning: Laying the Groundwork
Effective onboarding begins with thorough planning. Our process starts with understanding the institution’s current telephony setup and identifying key objectives. Whether you are aiming to enhance first call resolution rates, reduce wait times, or improve agent collaboration, it is crucial to establish a clear project scope. This phase includes:
- Current System Analysis: We collaborate with your team to analyze the existing phone system, understanding the routing and caller experience to identify any potential limitations or unique challenges.
- Objective Setting: Define specific goals aligned with your institution’s needs, such as improving internal communications, or ensuring reliable remote support. Clarifying these objectives will help answer many common questions, like the following examples:
- What and how many queues are needed?
- What IVR (Interactive Voice Response System) is needed?
- What custom call flows could automatically handle calls?
- Is call recording or listen-in capability needed for quality assurance?
- What supporting configurations need to be considered? Hours of operation, holidays, voice prompts, music on hold, informational recordings, Agent Status profiles, etc.
- What management reporting is key to go live?
- Roll-out Strategy: Develop a detailed roll-out plan that outlines the deployment stages, especially if a phased approach is preferred to minimize disruption.
2. Technical Implementation & Testing: Ensuring a Smooth Transition
The next step is the technical build-out, where we integrate the Landis Contact Center with your Microsoft Teams environment. Our seamless integration with Microsoft Teams simplifies this process, reducing the complexity typically associated with such transitions.
- Integration Setup: We handle the creation of the Landis Contact Center within your Microsoft 365 environment, ensuring all necessary permissions are granted, and the platform is fully operational. Our professional services are not only familiar with the Landis Contact Center, but also Microsoft Teams & Microsoft Teams Phone features and configuration, so that enabling contact center can be effortless.
- Configuration & Customization: Setting up queues, IVRs, Microsoft Teams resource accounts and assigning necessary licensing resource accounts to fit your institution’s specific needs.
- Quality Assurance: A critical component is testing—both from our side and yours. We perform extensive tests, simulating real-world scenarios to ensure everything functions as expected. This phase involves your call center management teams to review and refine the setup based on actual user experiences.
3. Training & Empowerment: Enabling Confident Use
Training is where the real power of the Landis solution comes to life. Our training sessions are designed to build confidence among your staff, ensuring they are fully prepared to use the new system effectively.
- User Training: We conduct comprehensive sessions with end-users and agents, tailored to their roles. For larger institutions, these sessions can be divided into smaller groups to allow for focused, hands-on training.
- Managerial Training: Separate sessions for managers focus on the live call panels and historical reports, enabling them to effectively monitor and manage the new system.
- Ongoing Support: We provide additional training and resources to your administrative and IT staff, ensuring they can offer first-line support and maintain the system post-deployment.
4. Go-Live Support: Seamless Transition to Daily Operations
The transition to live operations is where careful planning and preparation pay off. On the first day of going live, a Landis consultant will be available to ensure everything runs smoothly. We understand the importance of this phase and prioritize minimizing any potential disruptions.
- Live Monitoring: Our team will be on standby during business hours, ready to address any issues that might arise as the system goes live.
- Immediate Adjustments: Any necessary changes or adjustments based on real-time feedback will be promptly implemented to ensure continuous operation.
5. Post-Deployment Follow-Up: Continuous Improvement and Support
After the initial go-live phase, we remain committed to your institution’s success. Our post-deployment support ensures that any challenges encountered are quickly resolved and that your staff continues to grow in confidence and capability.
- Follow-Up Training: Additional training sessions are offered to address questions and provide deeper insights into the system’s capabilities, particularly as your staff begins to use the system in earnest.
- Ongoing Support: For the first six weeks post-deployment, your institution will have a direct line to a dedicated Landis consultant for any technical inquiries. Beyond this period, our support continues through our standard protocols, ensuring you always have access to the assistance you need.
Conclusion
Landis Technologies offers more than just a communication solution; we provide a comprehensive, tailored onboarding experience designed to meet the specific needs of your organization. Our approach ensures that your transition is smooth, your staff is well-trained, and your institution can fully leverage the benefits of our advanced telephony solutions.
By partnering with Landis, you gain a trusted, powerful, and familiar solution that integrates seamlessly with Microsoft Teams, ensuring a stable and efficient communication environment for your entire community.
For more information or to schedule a consultation, reach out to us here.