Zoom Implementation Guide

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.

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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.