The Phoneware customer onboarding and project completion process consists of the following steps:
- Needs assessment: Phoneware VoIP consultants will work with the prospective customer to determine their needs, such as the number of phones, features, and services required.
- Proposal: Based on the needs assessment, Phoneware will create a proposal for the prospective customer. The proposal will include the cost of the services, equipment, and installation.
- Agreement: The prospective customer will review and sign the Phoneware Network Services Agreement. The agreement will outline the terms and conditions of the service, such as the monthly charges and the length of the contract.
- Letter of Agency (LOA): If the customer is porting their phone numbers from another telephone service provider, Phoneware will prepare an LOA for the customer to sign. The LOA authorizes Phoneware to port the customer’s phone numbers to the Phoneware network.
- Project launch communication: Phoneware will communicate with the customer to confirm the service details, implementation date, IT requirements, and billing account creation requirements. Phoneware will also provide the customer with an outline of the processes to be completed.
- Design worksheet / data collection: Phoneware will create a design worksheet for the customer to complete. The worksheet will collect information such as the customer’s business hours, staff names and email addresses, call routing instructions, and auto attendant scripts.
- Provisioning: Phoneware will use the information from the design worksheet to provision the customer’s account. This includes creating subscriber accounts, call routing rules, and auto attendant greetings.
- Professional recordings: Phoneware will create professional recordings for the customer’s auto attendant and name recordings to be used as initial voicemail greetings for subscribers.
- On-site installation/self-installation: Phoneware will either send a technician to install the customer’s equipment or the customer can self-install. All phones are pre-provisioned, so the installation process is quick and easy.
- Porting of telephone numbers: On the date of installation, Phoneware will port the customer’s phone numbers from their previous provider. This process typically takes only minutes.
- End-user training: Phoneware will provide end-user training to the customer’s staff. The training is typically conducted via prerecorded video training but can also be in person.
- Administrator training: Phoneware will provide administrator training to the customer’s phone system administrator. The training can be conducted online or via a virtual meeting.
- Billing: Phoneware will bill the customer on the first of each month. The first invoice will typically be higher as it will include charges for equipment purchases, activation charges, and prorated monthly charges. Customers can pay their invoices by e-check or credit card via the Phoneware billing portal, or they may send a check via US mail.
- Ongoing support: Phoneware provides ongoing support to its customers at no charge. Customers can request service or modifications by email, phone call, text message, or web chat. All requests will result in a service order and the progress of all service requests will be communicated to the customer by email.