Procure Telephony Services the Right Way

Quick reply

To successfully procure a business phone system, you first need to describe how your business actually operates, then formulate requirements in the form of scenarios, compare prices using a standardized template, choose the right platform, review the contract carefully, evaluate options using a simple scoring system, and plan the rollout in a step-by-step manner.

It sounds straightforward, but in practice, many procurement processes end up being unnecessarily expensive because the bids aren’t comparable. That’s why many companies choose to seek professional help early on. Advisera helps our clients procure phone service contracts every day, and both our consulting and procurement services are free of charge.

Step 1, 3: Preliminary work, requirements, and price comparison

Don’t start by asking how much a certain number of subscriptions will cost. Instead, start by discussing your current situation, goals, and scope. This will make it easier to determine whether you only need mobile phone service or also a PBX, Teams calling, a contact center, support services, and administration.

A common mistake is to write long lists of features. It’s often better to describe scenarios—for example, how customer service should handle peak call volumes, how a salesperson should be able to make calls in areas with poor indoor coverage, or how eSIM issues should be resolved in the event of an emergency phone replacement. This makes it clearer what the provider actually needs to deliver.

If you want to save time internally right from the start, it’s a good idea to have an independent specialist organize the documentation. This reduces the risk of excessive requirements, gaps in the scope of work, and bids that look good but are difficult to compare.

• Current situation and goals: Total number of users, expected growth over the next 12 and 36 months, and areas you want to improve, such as costs, coverage, administration, or customer service workflows.
• User profiles: Divide the organization into a few profiles—such as basic users, sales, customer service, and management—so that needs are clearly defined without the system becoming overly complex.
• Current agreement: Please list what you are actually paying for today, including contract terms, notice periods, discounts, additional services, and support levels.
• Numbers and call flows: List main numbers, direct extensions, function numbers, business hours, menu options, queues, and call transfers that must be operational from day one.
• Coverage in the real world: Start with offices, warehouses, stores, vehicles, and other critical locations where you know that coverage or capacity affects operations.
• Price Proposal: Please submit a separate price sheet in which the supplier must list one-time costs, monthly costs, and variable costs, and feel free to include a sample invoice.

When requesting quotes, ask suppliers to indicate “yes” or “no” for each requirement and include a brief comment. This makes it easier to distinguish between items that are actually included and those that require additional work or special implementation.

Steps 4 and 5: Choose a platform and review the agreement

The choice of platform should be guided by need, not buzzwords. For some companies, mobile telephony with basic PBX functionality is sufficient. For others, a cloud PBX or UC solution is the right choice, especially if reception, extension numbers, call routing, and customer service workflows are key priorities. If Teams is already the hub for collaboration, Teams telephony can be a natural option—but only if it truly simplifies users’ daily work.

Be specific when making your choice. Does the employee need to make and receive calls on both a mobile phone and a computer? Are call queuing, statistics, or call recording required? Does the administration need to be simple for HR, IT, or the front desk? The more clearly you describe the day-to-day work, the easier it will be to choose the right solution.

At the same time, the overall cost is rarely determined by the base price alone. It is often determined by the terms of the agreement: how discounts are structured, how long prices are valid, what additional fees apply, and what happens if your business grows, shrinks, or you decide to switch providers later on. That’s why it’s often worthwhile to have an experienced professional review the quote and contract terms before you proceed.

• Contract term and renewal: Check the contract term for each position, the notice period, and whether the contract is automatically renewed after the initial term.
• Discounts and price adjustments: Check whether discounts are time-limited, how price changes may be made, and what happens if volumes change.
• Hidden fees: Review billing fees, administrative fees, eSIMs, additional SIM cards, number porting, number ranges, licenses, support, and other add-ons that affect total cost of ownership (TCO).
• Responsibility for implementation: Ensure that the project plan, pilot phase, migration, division of responsibilities, and enhanced support during critical phases are specified in the proposal or contract.
• Support and SLAs: Distinguish between response time and actual resolution time, and verify how the escalation process works when multiple parties are involved.
• Exit and future changes: Find out how numbers, configurations, and data will be handled if you decide to switch providers in the future, as well as what costs may be involved.

Steps 6 and 7: Evaluate the results and plan the implementation

Once the quotes are on the table, you should avoid automatically choosing the cheapest option. A simple scoring system goes a long way. For example, weigh factors such as price, coverage in the areas where you actually operate, support, administration, implementation plan, and delivery capability. This will make it easier to make a decision based on the big picture.

The rollout also involves greater risks than many people realize. When phone service isn’t working, it’s immediately noticeable. That’s why you should plan for a pilot group, a phased rollout, and testing of incoming and outgoing calls, service numbers, business hours, queues, voicemail, and eSIMs before rolling out the system on a large scale.

Internal communication is just as important. Employees need to know what’s happening, when it’s happening, and who to contact if something goes wrong. If you have many users, multiple offices, or combine mobile telephony with a PBX or Teams, professional project support often serves as an affordable safeguard against service disruptions and unnecessary stress.

Common Misconceptions

The price per subscription isn't the whole story. Licenses, support levels, implementation, variable costs, and fees often have a greater impact on the total price than you might initially think.

Coverage maps aren’t the answer to everything. What really matters is how the service performs at your actual workplaces and in the environments where your employees spend their days.

Number porting is not a minor detail. Number porting is often business-critical and requires a clear timeline, testing, and a clear division of responsibilities.

Support can’t wait. If support, business hours, and escalation procedures aren’t clear from the start, problems often end up being both more expensive and more time-consuming later on.

Frequently asked questions

Frequently Asked Questions

When should you start looking into business phone plans?

We recommend starting several months before your current contract expires. This will give you time to gather information, compare quotes, negotiate terms, and plan the transition without unnecessary time pressure.

How many providers should you compare?

The most important thing isn’t the number of quotes you receive, but rather that you get comparable quotes from relevant options. Too many options often lead to more administrative work rather than better decisions.

What should a good quote include?

A good quote clearly outlines what is included, how the requirements are met, what one-time, monthly, and variable costs apply, how the implementation will proceed, and what contract terms govern pricing and flexibility over time.

When is it especially wise to seek help?

This is particularly advisable if you have multiple offices, a large number of users, a PBX system or Teams telephony, high support requirements, or limited internal resources for procurement and contract review.

If you want to simplify the procurement process while reducing the risk of costly mistakes, let Advisera assist you every step of the way—from defining requirements to comparing options and negotiating terms. We procure multiple telecommunications contracts for our clients every day and put solutions from different providers through a competitive bidding process to ensure favorable terms and the best possible price based on your specific needs.

Consulting and procurement services are completely free of charge, so an initial consultation is an easy next step if you want to move forward without wasting unnecessary internal time.