The #5 Key Point we discuss in the "Winning Strategies for Purchasing IT Help Desk and Customer Service Software or Cloud Computing" webinar is to document your feature needs and requirements.
Documenting feature needs and requirements is the most important step in the process of purchasing a new call tracking system. It is also the most difficult step. It is important to solicit feedback on requirements from all the people that will be using the system. Using this approach, all the stakeholders will be part of the purchase process and feel ownership for the new system. They will be much more inclined to fully embrace and use the new system. There is often organizational inertia that has to be overcome with a new call tracking system. Getting people to do things differently is sometimes hard to change.
Click "Download White Paper" to read more about how to document your feature needs and requirements.