Part 2 - Best Practices when migrating customers to a UCaaS solution - Practical steps 

Introduction

In part 1 of this blog series, we discussed the groundwork for preparing a quality UCaaS solution for customers. In part 2, we will explore the practical steps involved in migrating customers to a UCaaS solution, using examples from the CallSwitch One partner portal. These include customer creation, system configuration, testing, and porting, which are all crucial for a comprehensive and smooth migration with as little stress involved as possible for end users.

Leveraging a UCaaS vendor’s platform is key for resellers to effectively manage their customers’ migrations, whilst enhancing any existing infrastructure and minimising downtime. This is true of seasoned resellers and newcomers, and this guide will provide a foundation for the basic steps of a successful UCaaS deployment.

1. Creating customer profiles 

At this stage, it is key for resellers to understand how their customer’s previous telephony system worked. For example, are they migrating from one UCaaS solution to another, or from a PSTN line? If the latter is true, there may be features available to them now that they were unaware of.

How did their previous call routes work? For example, did they use pre-recorded messages? Were there key options designated to specific departments, or perhaps they had call queues in place?

It is useful to create a visual map of the customer’s existing call queues and communication flows to ensure this can be replicated, or better still, improved upon and streamlined. It may be beneficial to ask the customer questions to allow them to consider features they may not have thought of before. These could be:

• How long do your callers usually wait in queues before they are redirected to voicemail or asked to call back?

• How are calls distributed, i.e., by experience, by time since last call, by call duration?

• Are any self-service options currently available to callers?

Use this set-up stage as a key opportunity to show customers the options available to them to improve customer satisfaction and efficiency.

Begin by creating a customer in the portal. All customer contact details will need to be filled in, including the appropriate licence plan (i.e., the number of licences and their duration). Whether the customer requires any hardware, such as deskphones, also needs to be considered. Once this process has been completed, a text or email can be sent to the customer asking them to download the UCaaS app directly, speeding up the onboarding process.

2. Configuring and deploying the UCaaS system 

The first stage of the set-up process is to configure the customer’s account and system. Often, this is the most time-consuming step but an essential part of the process, as once these users are created it is easier to configure other areas such as call queues, extensions and hardware. The partner portal provided by the UCaaS vendor for this set-up process should be user-friendly, and easy to manage with simple steps and drag-and-drop options. 

Devices and hardware will need to be configured across all offices and remote working locations depending on the company’s set up. It is crucial to ensure end users understand how calls, messages, and other communication features work on whatever devices they will primarily be using, whether these are laptops, deskphones, or mobile apps. 

When configuring hardware and assigning specific devices to customers in the portal, the administrator will be asked to enter the serial number and MAC address for each device, and then send this to the assigned user. Alternatively, they could send out hardware in bulk, and ask the user to send these details over at a later stage, however this could delay the usr set-up process. 

For environments using hot desking, there will typically be a separate area in the portal to set up shared or flexible hardware options,Ensuring the set up of these devices is handled properly creates ease of adoption for end users - it is crucial to ensure they are comfortable eight he technology and can use it effectively from the moment they receive it.

In many quality UCaaS solutions, there will be a few different deployment options to choose from, depending on what would best suit the business. These could include both automatic and manual deployment, which suit different needs, security requirements, and preferences. Here is a breakdown of automatic and manual deployment models and their differing factors:

Automatic deployment:

• App invite & login - the customer will receive a unique code via text or email which allows them to download the software and log in immediately.

• Instant feature access - Once logged in, the app will be ready for them to use, and they can begin making and receiving calls, and messages, instantly.

• Minimal need for IT involvement - Since this process is automated and simple, it minimises the need for IT professionals, which makes it ideal for companies with dispersed workforces and limited internal support. 

• Scalability - Automatic deployment is suitable for larger businesses too, as it can be rolled out quickly, to many users at a time, and can easily be adjusted to suit needs.

Manual deployment:

• Company code authentication - Users are provided with a company code to enter when accessing the platform for the first time. This ensures only authorised individuals can initiate the account setup.

• Admin approval - Once a user logs in with their company code and unique details, the account will need to be authorised by an admin, who can then approve access, which provides an extra layer of security.

• Enhanced security features - The additional steps make this process ideal for businesses involved in industries with strict regulations and data protection. It allows for more granular control over who can access the system and its data.

3. Testing the system 

Testing the setup once these stages have been completed is absolutely vital to ensure business proceedings can go ahead as normal and users can get settled and familiarised with their new technology. 

With CallSwitch One, a free number can be assigned to every user, so our trainers often recommend using one of these as a testing tool to ensure everything is running smoothly. It is key for resellers to run tests such as simulating calls from a customer’s perspective, to ensure features such as queue, voicemail, and routing paths work as intended. It is key to ensure that any advanced features, such as CRM integrations, also function correctly and are easily accessible for users. It can be useful to deploy the system to a small number of users during testing, to ensure everything works before deploying to a whole business,

After this initial testing, it can also be helpful to ask for feedback from users and stakeholders, to refine the system settings and fix any potential pain points before a full deployment takes place and all users have access. Vendors should provide knowledge and resources that allow resellers to support their customers with comprehensive end user training, which ensures uptake of services and also reduces the amount of support tickets down the line. 

4. Porting existing numbers and migrating data

Once testing is complete and the UCaaS system is functioning properly and to a high standard, the next step is porting over any existing phone numbers the customer wishes to retain, as well as data such as phone books. Every business is different, and while some may wish to take on new numbers, many will opt to port their existing ones. This process can take a few days to complete, and it requires careful planning to ensure businesses maintain continuity with customers by keeping established numbers and minimising downtime as to not negatively affect customer relations or reputation.

Here are the key steps involved in this stage of the migration, once testing is complete:

• Initiating the number porting process - Access to customer accounts on the UCaaS platform and navigate to the section where phone numbers are managed. This will of course vary depending on provider, but there will often be a separate section to port and transfer numbers. You will need to provide details related to the existing phone line, including the registered address, current service provider, and any account numbers that may be tied to the line. It is key that all of this information is accurate to avoid delays. Once this is submitted, resellers are able to choose a date that works best for their customers, and the process can be initiated.

• Considerations to ensure minimal downtime - Porting numbers can take a few hours to a few days, depending on circumstance. During this time it is crucial to minimise distribution, by leaving existing lines active or using temporary numbers where applicable as a back-up option. This ensures businesses do not lose business by missing any calls even if there are unexpected delays or complications.

• Completing the port and final testing - Once the porting is finalised, it is key to test the numbers and ensure everything is routed correctly through the newly configured UCaaS system. In many cases, businesses will also need to port phone books or contact data, which can usually be done through a one-click / n-code process to ensure a seamless process, with no manual entry.

By following these procedures, businesses can ensure continuity and no downtime. This helps to avoid any potential misunderstandings or issues and ensure businesses stay fully operational during this time.

5. Customer access and ongoing support

Some customers, particularly those with internal IT teams, may benefit from direct access to the UCaaS portal, in order to manage certain aspects of their own accounts, rather than relying on the support teams of the resellers. Resellers are able to grant this access to customers whilst managing which aspects customers cannot change or toggle. 

In the portal, resellers can invite their customers to be members by filling out their personal information. They are then able to create ‘roles’ such as ‘billing admin’ or ‘support manager’, and assign specific access controls to these depending on what they would like their customers to be able to manage. For example, the billing admin may have access to invoice information and payment methods, but not be able to modify any system configurations, while a support manager may be able to handle customer queries but not have access to billing information. This means they are able to manage simpler areas of their accounts without accidentally altering more crucial settings and causing unnecessary issues. 

Additionally, customers can be pointed towards the UCaaS vendor’s help centre or FAQ page, which can reduce the burden of answering simpler issues for the support team, who can focus on more complex troubleshooting.

Ongoing training can also  be helpful, to ensure users are fully utilising the system to its highest potential. This could involve refresher sessions, check-ins or webinars, which are particularly useful when the system has updated or new features are added. 

Final thoughts 

Migrating customers from a traditional phone system to UCaaS is a strategic process that requires careful planning and execution, as well as ongoing support from the vendor and the reseller to ensure no issues arise further down the line, and to ensure end users get the most out of their product. For resellers, the migration process is about ensuring end customers fully understand their new solution, and are able to maximise its potential to improve their communication and collaboration capabilities.

It is crucial to choose a reliable UCaaS vendor who offers a robust product with high quality support, as well as scalable pricing models that are able to align with the evolving needs of both the reseller and the end customer. Vendors also need to provide comprehensive support at the training stage to foster higher rates of user adoption and satisfaction. 

However, it is not just about the product - the reseller plays a crucial role in maintaining customer satisfaction in this area. When end users are equipped to understand the product, prepared well, and are trained to be knowledgeable on best practices, they will see benefits which leads to a more successful deployment. Down the line, this support remains a priority, to reduce churn and build long-term relationships with these businesses. Resellers that go the extra mile to offer a personalised service, resolve issues quickly, and keep open lines of communication will see stronger retention and a more positive reputation.

Overall, migrating customers to a UCaaS solution goes beyond the technical steps, and it becomes about delivering an experience that is seamless and stress-free, as well as preparing and training  users well. With the right approach and a quality vendor, resellers can position themselves as trusted advisors and contribute to the success of their customers, as well as their own.

Learn more about our reseller platform, and discover the most flexible, secure, and cost-effective way for channel resellers to deliver UCaaS to their customers.