Discovery

1. Discovery

2. Discovery Discovery Objective Objective: Establish broad contact base at decision influencer/maker level. Desired Outcome: Collect all necessary user requirements, configuration requirements and financial info needed to design solution and prepare business case.

3. Discovery Dos • Ask, Probe, Listen • Make the Discovery meeting a separate meeting from the 1st Appointment. • Have a conversation with IT and give an overview of Telekenex architecture before drilling into the details. • Be sure to speak with the ‘receptionist’ during this process – they know how the business is run. • Do Site Survey as early as possible in the process. • Ask about Remote Workers – often overlooked because too busy trying to catch the elephant. • Investigate thoroughly customer’s requirements and expectations. • Look for opportunities to quantify the financial impact of productivity/soft dollar savings the Telekenex solution will provide. • Reiterate the ‘Rule of Two’ before asking for the commitment to move forward.

4. Discovery Don’ts • Focusing only on Business alignment or Technical alignment. • Projecting the customer’s problems or solution into the questioning. Making assumptions. • Leaving without scheduling the next appointment. • Forgetting to ask questions about: • Auto Attendant Requirements • Multiple Locations • Remote Workers • ACD Requirements • Retaining of current PBX • Whether customer wants data services • Whether customer wasn’t to port more #s than expected • Dialing plans – 4 digit more or less

5. Discovery Questions Business Alignment Executives: CEO, COO, President, CMO • How would you describe the strengths of your business in the marketplace today? • You’re in XX business, tell me about the goals this company wants to accomplish over the next 12 months to 2 years. • What are the obstacles standing in the way of achieving those goals and accomplishing those priorities? • What are the top 2 – 3 most urgent priorities in the company today? • What is the company’s primary method of communication? • Who are your customers and how do you interact with them? • What is your most costly expenditure in relationship to your communications system? • Describe some of the communications problems that you are experiencing today. • What are the implications of that problem to the business, your organization, your customer base…? • If you had to quantify the ‘cost’ of not solving this problem, what would that be? • What will be the benefits to you of solving this problem? • What is an impending event within your organization that would drive you to change your current communications systems? • What keeps you up at night? • What is the criteria that you use for determining the success of a vendor relationship and the solution that they propose and implement?

6. Discovery Questions Financial Alignment Exec & Mid Level: CFO, Purchasing Manager • Tell me about your role & responsibilities. • What is your most costly expenditure in relationship to your communications system? • Where are you looking to streamline or cut costs within your company? • Describe some of the communications problems that you are experiencing today. • What are the ‘cost’ implications of that problem to the business, your organization, your customer base…? • If you had to quantify the ‘cost’ of not solving this problem, what would that be? • What will be the financial benefits to you of solving this problem? • What keeps you up at night? • What is the criteria that you use for determining the success of a vendor relationship and the solution that they propose and implement? • What is the decision-making and signature process within your company? • What level of approval is required for this type of decision?

7. Discovery Questions Technical Alignment Mid Level Managers: VP or Director of IT, Telecom Manager, IS Manager • Tell me about your role & responsibilities. • What are the top 2 – 3 most urgent priorities in your department that must be achieved this year? In the immediate future?. • What are the top 1 - 2 biggest obstacles that must be overcome to achieve those priorities? • How many employees work at this company? Where are they located? • How many locations do you have? • What type of phone system are you currently using? At HQ? At Remote Offices? • How old is the current PBX? At HQ? At Remote Offices? • How are your sites networked for voice & data:? • Who is your local phone carrier? • Who is your long distance carrier? • Who provides your internet connectivity? • Ballpark, what is your total Telcom cost spent per month? • Are you currently under contract? • When does your contract expire?

8. Discovery Questions Technical Alignment cont’d • What is the maintenance contract you have on your existing phone system? • Do you own your current phone system or are you leasing it? • How do you maintain your current PBX system? • What types of phones do you have? • Who makes moves, adds, and changes? • How many moves, adds, changes do you perform each month? • Are you able to keep up with PBX equipment and software upgrades? • How many fax machines to you have? • How do you handle conferencing? • Have you used web conferencing? • Do you have an 800 #? Who uses it? • - how much is your 800# service? • Can I get copies of telephone bills so we can better access the value of our solution to you? • What is the criteria that you use for determining the success of a vendor relationship and the solution that they propose and implement? • Who is the person within your organization we would work with to ensure a successful implementation? • What is their contact information?

9. Discovery Questions Departmental Alignment Staff: Department Managers, Mid-level Managers, End-User • Tell me about your role & responsibilities. • What are the top 2 – 3 most urgent priorities in your department that must be achieved this year? In the immediate future? • What are the top 1 - 2 biggest obstacles that must be overcome to achieve those priorities? • Describe the way your department communicates – internally and externally? • Describe some of the communications problems that you are experiencing today. • What are the implications of that problem to your department or company? • If you had to quantify the ‘cost’ of not solving this problem, what would that be?

10. Discovery Questions Departmental Alignment cont’d • What will be the benefits to you of solving this problem? • Do people in your department use audio or data conferencing collaboration? If yes, how is that done today? Is it an effective tool? • How would your employees react if you were to implement an improved communication system? • Is there pressure in your department to reduce travel expenses or communications expenses? • Is there a current requirement or need for multiple ACD groups? • Do you have specific lines that need to appear on more than one telephone set? • What keeps you up at night? • What is the criteria that you use for determining the success of a vendor solution that is proposed and implemented?

11. Discovery Questions Remote Workers • Do you have remote workers? • Where are they located? • What is their primary responsibility? • Do they travel a great deal? • How do they communicate with headquarters? • How do they communicate with their customers? • What type of communication systems to they have?