Zoom Implementation Life Cycle Overview
The guide outlines the step-by-step process for Zoom implementation with CallTower, ensuring a smooth and efficient transition for businesses.
Key Steps in the Implementation Process:
1. Assigning an Implementation Project Manager (IPM)
- The IPM is responsible for:
- Setting clear implementation expectations.
- Ensuring successful execution and delivery.
- Managing the customer experience throughout the process.
- The IPM serves as the primary contact, anticipating needs and guiding the customer.
2. Initial Setup
- The IPM creates:
- Implementation Project Plan: Tailored to the customer’s needs.
- Scope of Work (SOW): Defines roles, responsibilities, and deliverables.
- Implementation Timeline: Establishes key milestones.
- A kickoff call is scheduled to introduce stakeholders and review the SOW and project plan.
3. Kickoff Call
- Key functions of the call:
- Align customer needs and expectations.
- Review the SOW, project plan, and timeline.
- Introduce key stakeholders and their roles.
- After the call, CallTower begins ordering and setting up Zoom licences, features, and services.
4. Implementation Phase
- CallTower handles:
- Building users, call flows, and system designs.
- Early testing and readiness cheques.
- Customers are responsible for:
- Completing Zoom training.
- Ensuring network readiness for the solution.
5. Go Live
- Pre-Go Live checklist ensures a smooth transition.
- On the Go Live day:
- CallTower ports numbers into Zoom.
- Customers assist with onsite testing and verification.
- Services are activated and ready for use.
6. Post-Go Live Support
- The IPM and Customer Main Point of Contact (MPOC) continue communication to address:
- Issues or challenges.
- User adoption and training deficiencies.
- End-users should fully utilise Zoom as designed.
7. Final Phase: Acceptance & Project Close Call
- The IPM schedules a final call to:
- Fine-tune Zoom performance and access.
- Address any remaining issues or enhancements.
- Review follow-up training and user adoption.
- The project is formally transitioned to CallTower’s Service & Support Department.
- Customers provide feedback and officially close the project.
