SDH moving users to new services over IP networks change, as any change in the parties asked, "What does this mean for me," get clear answers to this question is the first number of important steps for a migration successful network.
For the network operator to encourage customers to opt for the hand: Closing expensive legacy networks and consolidating services over IP platform. For customers moving to IP, however, is not good news. To begin with, the existing network topologies have integrated solutions and features that are repeated or replaced. The cost of change can vary trivial - a single router configuration - a major - the replacement of the CPE on various sites, to reconfigure networks and applications, the installation of adequate safety testing and end to end IP performance. In light of all this work, the initiative to change the term of the services configuration SDH network operator if the customer is satisfied with its current configuration.
In conjunction with the operator and customer, there is another aspect to consider: the distribution channel. He received the chain's commitment to promote the need and benefits of migration need to motivate customers to action. This can be a challenge, with direct sales, it is unlikely that much time on this issue, such as engineering, not to form a commission. For resellers and indirect channel agents, the risk of embarrassment for the client to explain why the client has to change, and understand the mixed motivations, as business partners make their money. For some it is the margin of a single network service, for others it is consulting or hardware sales.
Each member of the changing needs of the impetus for change. Normally, the network operator, leading to a change, as the economic justification of the need for traditional networks to close completely. Customers get the advantage of faster, more reliable and flexible IP-based services. And oil the wheels, the operator may need to share some of their profits to the distribution channel in the form of commissions to customers - is "better", the network is interesting, but "better, cheaper" is not convincing .
To act on the recognition of the need for incentives for customers and the channel, there are two considerations for successful implementation of the immigration program - education and process.
IP-based networks SDH than can be understood by network engineers, but perhaps less evident, with some accounts of customers for an indefinite period, benefits. Education is important, therefore, the first channel and then on the client. Since most of its customers to obtain information about what happens when a provider sales team does not have good contacts in the forefront of current and articulate in a position to determine the technical and commercial benefits of migration to IP.
This is a classic learning situations in which the seller must be able to change the client needs to develop and respond to objections and obstacles to action as they arise. The good news in the migration program that treats its customers with the old technology, and most likely those who have been neglected by the network operator. This makes the customer calls to the needs of engineering management and business and desires - exactly the issue that you need to create a positive situation for the up-sell.
For the operator is a technical management of the project is near the net. However, each network offers a wide range of users who do not respond to the question may be variable, so that the quality of CRM data. Thus, the process plays an important role in managing the migration of customers. Each person must be customer relations through a project plan with the same care and attention to detail that led to changes in web sites, media, routers and links are preserved. At the top level, which means an idea of the number of customers affected and that the "fire" status, for example, "was contacted and agreed to go," "contact and discussion" and "not available". At the tactical level, this could be a lot of cleaning around the right person for customers who had many contacts to find for years. Finally, the operator must, again by certified mail, return receipt requested to "IT Manager", has officially warned by the change ahead, and that means a loss of service, if not against the measures.
Thus, the migration of Ethernet service clients rather than a technical question about a project or a presentation, the increase in customers for cooperation. Overcoming inertia requires education to customers and channels and incentives for action, while the strict control of the processes necessary to ensure that no customer is ignored or an error about the consequences of forced migration .
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