The time has come, folks. We’re finally at the end. You’ve evaluated your organization’s needs, researched contact center software, compared vendors, and reviewed case studies. Are you ready to put all that work into an actionable roadmap? We’ll work through a process to develop a clear action plan to purchasing and implementing your chosen contact center software.
Let’s outline a few steps to create a buying action plan.
Why you need a buying action plan
An action plan helps you ensure a smooth software purchasing process from start to finish. With a clear action plan you’ll be able to:
- Build alignment across departments.
- Stay on schedule to avoid delays that may be costly.
- Drive fast adoption with proper preparation.
- Ensure measurable ROI through clear business goals.
Your action plan is a bridge that connects the decision-making process to effective and impactful implementation.
Step 1: Summarize your findings
It’s important to get stakeholders on the same page with all of the information you’ve uncovered throughout the process. This includes:
- Business challenges and goals. Clearly restate your organizational challenges and how a new software will solve for them.
- Vendor comparisons. After evaluating vendors, highlight their strengths, weaknesses, and the value each solution may add to your organization.
- Financial reasoning. Make clear justification for new software purchases with ROI projections, efficiency gains, and cost savings.
- Stakeholder feedback. Recap input and concerns from stakeholders across your department.
Pro tip: Create a comparison matrix with vendor information and organizational needs for a clear visual of how each vendor scores against your criteria.
Step 2: Outline buying journey milestones
Cleary define milestones in the decision-making process with a step-by-step timeline that's aimed to keep your journey on track. Some trusted vendors can even build decision-making outlines for you based on your organizational needs.
Your decision-making milestones should include:
- Vendor selection. Choose your solution and secure internal approvals.
- Contract negotiation. Collaborate with your legal and procurement teams alongside your vendor to align on contract terms, pricing, and SLAs.
- Implementation. Set clear timelines of implementation kickoff with confirmed vendor support throughout the process.
- Training plans. Develop the when and how your team will train to stat using the new software.
Pro tip: Assign someone to champion for each milestone throughout the project to keep the process on track.
Step 3: Build an implementation checklist
To ensure a smooth deployment, you’ll need to thoroughly prepare for software implementation.
Consider adding the following items to your checklist:
- Validate system readiness, integration capabilities, and compatibility with IT
- Develop a user-friendly training plan focused on adoption to ensure your team is ready and feels supported.
- Clearly communicate deployment goals and timelines to stakeholders across your business.
- Align with your vendor to ensure they provide onboarding and post-launch support
Pro tip: Your vendor should be a partner in success and should work closely with your organization during implementation. Don’t be afraid to ask your vendors for implementation plans to save time.
Step 4: Address potential risks
The process of purchasing and implementing new contact center software may come with challenges. Anticipate these and plan mitigators where you can.
Some common risks that pop up during the process include:
- Delays. Setting realistic timeline goals and communication early on with key decision-makers
- Integration complications. Start early conversations with IT and vendors early to identify integration roadblocks.
- Low adoption. Address staff concerns than may impact adoption rates through clear communication and thorough training.
Pro tip: Vendor experience is invaluable when addressing risks and challenges. Ask how they’ve handled similar challenges with other companies.
Step 5: Create a success framework
Successfully deploying a new contact center software doesn’t end once it’s live. That’s just the beginning. Create a post-launch plan that helps continuously measure ROI and added value to your business.
Items in your framework can include:
- Tracking KPIs to ensure your software is meeting expectations.
- Gathering feedback from teams to address any concerns and optimize adoption.
- Utilizing ongoing vendor support to ensure you’re getting the most out your software.
Organizing a structured action plan will ensure your software purchase is strategic with measurable outcomes. With a detailed action plan, you’ll stay organized and ready to set the stage for better business outcomes in your contact center.
Need help building a plan? The Aspect team is here to help. Whether you’re beginning to evaluate vendors or ready for implementation, our team of experts can guide you throughout your journey.
Gather your contact center challenges and workforce goals, give us a call or email, and learn about how we can help you optimize your operations.
The right plan + the right software + the right team = contact center success. Let’s make it happen.
