Customer Success for Resellers

1. Customer Success for Resellers Chris SherwoodDirector of Professional Services Fonality, Inc. Version 1.5 - 5/22/2012

2. Customer Success • Customers, and especially large customers have unique needs, and need extra attention during the pre-sales process to ensure accuracy • The ‘Customer Success’ checklist will: • Give a clear picture of the deal • Ensure accuracy in quoting / licensing / architecture • Uncover any potential problem areas • Boost customer confidence in the Sales Rep and Fonality • Ensure customer needs are vocalized and documented Customer Success Worksheet

3. Tips for Large Customer Success • What is it? • Checklist – work with the customer to complete this. Do not send to the customer to fill out on their own, and do not fill out without consulting the customer. Use the checklist as an opportunity to build rapport and become the customer’s telephony partner, not just their Sales Rep/Reseller. • Explanations – detailed explanation of checklist items and options • When to use it? • Helpful for any customer • Especially customers over 50 seats • Any deal with special requirements Customer Success Worksheet

4. Tips for Large Customer Success Customer Success Worksheet

5. Checklist items • Users vs. concurrent calls • Carrier service • PRI • SIP • LNP • Analog requirements and faxing • POTS lines • Analog devices • Faxing • Internet bandwidth • Measuring Internet bandwidth • Call examples • Quality of Service Customer Success Worksheet

6. Checklist items (cont) • Firewall make and model • Security constraints • System architecture • Single site, single PBX • Multi-site, single PBX • Multi-site, multi-PBX • Dedicated hosted • 3rd party integration requirements • List of IT personnel and responsibilities • Customer success criteria • Timeline for implementation • Installation Services Customer Success Worksheet

7. Users vs. Concurrent Calls • 100 concurrent call limit per server • Know the approximate concurrent calls per business type • Standard business operations – between 3:1 to 4:1 phone to call ratio • Call Centers – between 1.5:1 and 2:1 phone to call ratio • Different call types have different concurrent call measurements • Extension to outside world = 1 concurrent call • Extension to extension = 2 concurrent calls • Remote extension to outside world = 2 concurrent calls Customer Success Worksheet

8. Type of carrier service • Typically PRI or SIP in a large customer environment PRI • ‘Smart’ T1 with 23 voice channels and 1 data channel • 23 concurrent calls per PRI • Generally more reliable than SIP • Not Internet dependent • Requires 1 PRI port per PRI • Don’t forget to factor in Channel Banks! Customer Success Worksheet

9. Type of carrier service (cont) SIP • Also known as VoIP, SIP trunks, Voip trunks • More cost effective than PRI (typically) • Configure SIP with registration credentials from carrier • Utilizes existing customer Internet connection, or can be a dedicated circuit • More flexible in ‘channels’ or ‘paths’ available • More flexible in pricing, and bursting options • Know the various types of SIP products Customer Success Worksheet

10. Type of carrier service (cont) LNP • Know the porting process and timeline • Advise customers to hold off on porting until PBX is installed and tested with temporary DID’s and/or call forwarding Customer Success Worksheet

11. Analog requirements and faxing POTS lines • Plain Old Telephone Service – like the phone line you have at home • Useful as backup to SIP / PRI • Connects using an analog card or channel bank • Analog card – 4 FXO ports per analog card • Channel bank – aka Rhino Channel Bank • Up to (6) 4-port modules per Channel bank • 4-port modules can be FXO or FXS in any combination • Connect to the PBX via a PRI card port Customer Success Worksheet

12. Analog requirements and faxing (cont) Analog devices • Many types of analog devices • Legacy conference room equipment • Wireless / cordless phones • Modems • Etc. • Terminate to FXS ports in an analog card or channel bank • NOT recommended for critical services such as elevators and alarm systems Customer Success Worksheet

13. Analog requirements and faxing (cont) Faxing • Fax machines and fax servers connect via FXS ports on an analog card or channel bank • Only one Fonality supported solution for inbound faxing:http://help.fonality.com/faxing • Fax over IP (FoIP) is neither supported or recommended • Fax servers work with Fonality, however may require Professional Services customization to function properly Customer Success Worksheet

14. Internet bandwidth • Dependent upon carrier service • PRI = no Internet bandwidth required for carrier connection • SIP = dependent upon Internet for carrier connection • Number of remote phones can have significant impact on bandwidth requirements • Bandwidth requirement comes down to simple math: • 80Kbps (Kilobits per second) upload and download bandwidth required per concurrent call Customer Success Worksheet

15. Internet bandwidth (cont) Measuring Internet bandwidth • Ensure that speed test results are using the correct Internet connection • Test during off-peak hours • Fonality speed test: http://cp.fonality.com/speedtest.cgi Customer Success Worksheet

16. Internet bandwidth (cont) Measuring Internet bandwidth • Dr-voip: http://dr-voip.com (more comprehensive test) • Also check MOS (Mean Opinion Score) Customer Success Worksheet

17. Internet bandwidth (cont) Types of calls • x = 80Kbps upload and download bandwidth required • Extension to extension (both phones on LAN) = 1x • Extension to extension (one phone remote) = 1x • Extension to extension (both phones remote) = 2x • Also for Connect / dedicated hosted! • Extension to remote (using PRI lines) = 0x • Extension to remote (using SIP) = 1x Assuming SIP: • Inbound caller sitting in a queue = 1x • Inbound call to local extension = 1x • Inbound call to remote extension = 2x • Conference call with 4 local extensions and 6 remote callers = 6x Customer Success Worksheet

18. Internet bandwidth (cont) Quality of Services (QoS) • What is it? • When should it be used / recommended? • LAN or WAN? • All Fonality-approved and supplied routers provide QoS Customer Success Worksheet

19. Firewall Make and Model What kind of firewall does the customer have? • Some firewalls work better than others with Fonality • Not pertinent if a customer has no remote phones and is using PRI • Fonality Support maintains a list of firewall test results • Gather firewall information and ask your Sales Engineer Customer Success Worksheet

20. Security Constraints • Fonality premise-based PBX systems use Hybrid-Hosted technology • Security conscious organizations may take issue with this • Banks and government agencies have regulations that prohibit external network communication of any kind • We can not change the Hybrid-Hosted architecture • Recognize potential issues early! Customer Success Worksheet

21. System Architecture • Understanding architecture greatly increases accuracy of quoting and provisioning • Chosen architecture should factor in future growth Common system architectures: • Single site, single PBX • Multi-site, single PBX • Multi-site, multi-PBX • Dedicated hosted Customer Success Worksheet

22. System Architecture (cont) Single site, single PBX • Most common architecture • Majority of phone traffic is on the LAN • Most flexible for carrier connection • Should always include LBS Customer Success Worksheet

23. System Architecture (cont) Multi-site, single PBX • ‘Headquarters isat least 50% of traffic • Good architecturefor customers withretail locations • Flexible carrier connection options • Higher Internetbandwidthrequirements due toremote phones Customer Success Worksheet

24. System Architecture (cont) Multi-site, multi-PBX • Fonality’s architecture • Multiple ‘main’ locationswith >10 users each • Best for independent location redundancy • Carrier failover to alternative offices possible Customer Success Worksheet

25. System Architecture (cont) Dedicated hosted • Good for customers withhighly distributed workforce • Good for customers whodo not want to maintaintheir own server hardware • Private connectionsallowed (but with caveats- see next slide) Customer Success Worksheet

26. System Architecture (cont) Private connections to Fonality’s data center • Dedicated hosted customers only (no Connect) • MPLS or VPN connections only (no point to point T1’s or other connections allowed) • Customer is responsible for interfacing with the carrier and for maintaining all equipment remotely • Additional costs involved Customer Success Worksheet

27. 3rd Party Integration Requirements • 3rd party integration requirements should always be determined during the pre-sales process. • Examples are: • CRM integration (Salesforce.com, SugarCRM, etc.) • Predictive dialers • Paging/intercom • Workforce management • Cross connections to other PBX systems • Never assume that our PBX can integrate with any 3rd party software • Send integration requests to Professional Servicesemail: professionalservices@fonality.comphone: (877) 366-2548 x6215 Customer Success Worksheet

28. List of IT Personnel and Responsibilities • Document personnel, contact information, and responsibilities • Can help determine what level of Installation services are necessary (if any) • Holds individuals responsible for the various roles necessary for a successful installation Customer Success Worksheet

29. Customer Success Criteria • What is important to the customer to consider the Fonality implementation a success? • Aka: Deal Killers • Success criteria can be: • System features • 3rd party integration • Timeline • Anything! • Get the list in writing (email) • Helps Fonality ensure success and helps the customer perform the due diligence required within their organization • Reduces the possibility of deal killers popping up post-sale Customer Success Worksheet

30. Timeline for Implementation • Document customer’s desired implementation timeline • Sets realistic expectations • Important for scheduling onsite installation services • Can be used as a sales tool to help close deals • Identify anticipated: • Purchase date • Installation and testing dates • Go-live deadline Customer Success Worksheet

31. Installation Services • Identify the installation services desired by the customer • Types of installation services available: • Customer Care – Connect/Connect+ only • Assisted – remote installation • Professional – onsite installation • For Connect and Connect+, Customer Care is included by default • For PBXtra, trixbox Pro and Fonality Enterprise/Professional, no installation services are provided by default • Channel partners do not receive installation services by defaulthttp://help.fonality.com/Fonality_Professional_Services/Installation_Services Customer Success Worksheet

32. Cover your bases! • Document all items in the checklist • Get Sales Engineer sign-off! • Email a copy to your Fonality Cannel representative Customer Success Worksheet

33. fonality.com