Implementation Life Cycle Overview
CallTower’s Webex implementation process is managed by an assigned Implementation Project Manager (IPM) who ensures clear expectations, successful execution, and a smooth customer experience.
Key Steps in the Implementation Process
- Assigning an IPM:
- The IPM is briefed on the customer’s environment, purchased solution, and business needs.
- They create an Implementation Project Plan, Scope of Work (SOW), and Timeline.
- Kick-Off Call:
- Introduces key stakeholders and reviews the SOW, Project Plan, and Timeline.
- Aligns customer needs and expectations with the implementation process.
- System Setup and Testing:
- CallTower facilitates Webex setup, licencing, and feature installation.
- Early testing and readiness cheques are conducted.
- Customers complete Webex training and network readiness tasks.
- Go Live:
- Numbers are ported into Webex, and a Post-Port Go Live Checklist is completed.
- On-site testing and verification ensure full functionality.
- User Enablement and Adoption:
- Users and groups are enabled to adopt the solution.
- The IPM addresses any issues, training deficiencies, or adoption challenges.
- Finalization and Optimization:
- Fine-tuning Webex performance and access settings.
- Follow-up training and addressing user adoption challenges.
- Acceptance & Project Close Call:
- The IPM reviews the implementation, gathers feedback, and transitions the account to CallTower’s Customer Success & Support team.
Final Steps
- Transition to Support:
- Customers are introduced to support processes, resources, and escalation paths.
- Project Closure:
- The implementation is officially closed after customer acceptance and feedback.