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Service and Support
 Personal Experience
Let us earn your business. The Enterprise Systems Group, a division of Wisconsin Wireless Communications Corporation represents one of the most experienced and highly trained communications organizations in the U.S. (We are the most experienced Mitel service company 24/7 Help Desk). The experience level comes from 35 years of operating independent organizations supplying voice, data, network services, and wireless communications solutions to users in the Midwest.
The company founders formerly operated Telecom North, Inc. and then founded Wisconsin Wireless Communications in 1992. The basis of Enterprise Systems Group’s value proposition to customer’s lies in its capability to evaluate current communications systems, and design, implement, and maintain state of the art technology systems. The Enterprise Systems Group, consists of some of the most highly “trained & certified” Mitel 3300 professionals in the industry.
Our team can help maintain your existing Mitel technology and guide you thru the migration process when the need arises.
In today’s world of convergence, Enterprise Systems Group offers an independent, objective view of the component technologies that comprise the enterprise communication world of today. Enterprise Systems Group’s voice communication, voice over IP applications, data communications, digital video recording, and wireless communication can bring the correct solution to the customer. In addition to providing the proper system design, Enterprise Systems Group has developed tried and true methods of installation, training and maintenance. The most complete service and maintenance package in the industry can be provided by Enterprise Systems Group with its unique (i) View service offering.
The most important benefit the Enterprise Systems Group offers to customers is security. Secure in the state of the art design, secure in a hedge against obsolesce and secure in the control of one’s own communication destiny. The Enterprise Systems Group staff is committed to this customer benefit. The rest is technology. I will be calling to set up an appointment to earn your business.
Best Regards,
Overview of Installation and Training
All of us at Enterprise Systems Group (ESG) believe that implementing a sophisticated telecommunications system is a team effort. Our implementation team is comprised of some of the most talented and dedicated people in our industry. ESG has developed the implementation concept down to the smallest details to ensure an efficient and successful installation. By working with our customers, we determine the best approach for installing each new system with efficiency, quality and sensitivity to the needs of your daily operations.
IMPLEMENTATION PLAN
You can be certain that ESG, with its years of experience in the implementation of communication systems, will manage the installation professionally and will be responsive to your needs.
PHASE I
ESG Implementation Team conduct interviews, surveys and system/network/telco analysis to gain completed understanding of system needs. During the initial implementation meeting, delivery dates, construction time frames, system configuration information and implementation considerations are discussed. From that information, specific project milestone dates are identified and agreed upon.
PHASE II
Implementation Team provides customer with a detailed recommended system design.
PHASE III
The final system configuration is presented to the customer to ensure its consistency with the customer’s requirements. The Project Manager orders the required equipment and System Interface Facilities.
PHASE IV
Based on the mutually agreed to timeline, Software Programming, System Testing and User training are completed.
IMPLEMENTATION TEAM
The ESG Implementation Team draws its expertise from a variety of resources that includes:
Senior Account Representative
Senior Account Management
Project Manager
Project Coordinator
Project Designer
Lead Technician
Project Manager oversees the successful execution of system implementation, which includes interfacing with other vendors to ensure the entire system is installed and functions as represented.
Project Coordinator facilitates implementing system features based on the system’s capabilities and customer needs. The project coordinator also develops the User Training program.
Project Designer programs the PBX and provides user training
TESTING AND INSTALLATION
As a matter of course, ESG completely tests and inspects all work performed during the implementation to ensure it has been done in a neat and professional manner. The Project Coordinator completes an Installation Checklist to verify all equipment, software and phones were tested.
CUSTOMIZED TRAINING AND SYSTEM ORIENTATION
An integral part of ESG’s System Implementation plan is a comprehensive system orientation and training program. ESG’s training programs enable employees to perform their jobs more productively through the effective use of technology. The objectives of this professionally planned and executed program are to assure:
- Transition to the new system is as smooth and organized as possible
- Total understanding, confidence and acceptance of the system by all members of the organization
- All benefits are fully realized through maximum utilization of the system’s features and capabilities
Determining Training Needs
ESG’s success in training is accomplished through careful planning and assessment of customer needs before the program is designed. Our experience in customer training has taught us that no two customer’s needs are exactly alike and our customized approach to training reflects this – we offer the utmost in flexibility in training class content, format and scheduling. We develop the training plan then present it to the customer for approval before implementation
Hands-On Training Sessions
Training sessions are scheduled to accommodate your employees’ schedules, with the heart of our programs designed around ESG’s unique hands-on approach. All classes are held in a conference room, or other kind of meeting room, using “live telephones” for hands-on training.
The Project Coordinator will organize the classes into small groups of 8-10 people with similar types of telephones and user configurations to assure individual training telephone. Each user will have ample opportunity to experience first hand the operation of the system’s many features.
Special emphasis will be placed on those features and considerations that relate to the customer’s system implementation needs. As always, your Project Coordinator will be happy to spend extra time with individual users requiring additional instruction and training during the training period.
Training Documentation
ESG supplies all users with easy-to-understand training documents during training sessions, which also serve as easy reference after the system is in operation. The documentation we provide is customized to include unique system operation instructions.
POST-IMPLEMENTATION SUPPORT
ESG operates a Help Desk to provide additional support following the system implementation. During this time, the Implementation Team is available to answer questions, giving individual attention where it is needed, and to troubleshoot issues.
Support Programs
Customer Care Program
Communications Services Provided on YOUR Terms
Overview
More than ever, communication systems are having a direct impact on your company’s productivity and profitability. So much so that many organizations have invested in staffing to assure that their needs will be met while others have forged relationship with vendors to supply key services. The Enterprise Systems Group has developed service programs that fit tightly with our clients requirements meeting their needs while providing maximum flexibility. For example, you may rely very little on Vendor support but you wish to maintain a lifeline for product knowledge as well as hardware replacement for major system components. Others may rely heavily on the Vendor and want to extend coverage to all components while others may want to be supported only on an “as needed” basis. We can provide solutions for each of these requirements.
Enterprise Systems Group has developed a pricing model in which we have separated hardware options from labor options allowing you to address your specific requirement. This means you can subscribe to what you need, no more or no less and it can be modified easily so you are able to keep pace with your changing environment.
Typical service contracts have a tendency to put the customer and the vendor at odds. This happens because each time the customer requests service it causes the profit on the vendors contract to be eroded. There is a legitimate cost associated with a vendors service commitment even if services are not rendered such as personnel cost, inventory, training etc. However, the client wants to experience some benefit for their investment. Enterprise Systems Group provides benefits to our clients even if equipment failures do not occur so there is always a return on the investment.
If your company is interested in developing a service strategy we will schedule a meeting to review your objectives. As part of this review we expect to complete a system audit of hardware, software and database. We can also incorporate cable audits to provide test results and “as built” documentation to your specifications. Based on the results of our review we will generate a proposal which outlines the benefits and cost associated with each option that is being presented.
The Enterprise Systems Group is very confident that we can meet your objectives and provide services that are cost effective. Given the opportunity we will bring your system service to a higher level of satisfaction. Thanks for allowing us an opportunity to earn your business. |
