IT and Communications for Start-Ups

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Ella Norris
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1 Understanding... IT and Communications for Start-Ups Use technology to get ahead IT communications support Bringing it all together

Understanding IT and Communications for Start-Ups Contents 03 Understanding Phone Systems 04 Landlines, mobiles, broadband making the right choice 06 IT and phone systems staying focused 06 Phone

2 Understanding IT and Communications for Start-Ups Contents 03 Understanding Phone Systems 04 Landlines, mobiles, broadband making the right choice 06 IT and phone systems staying focused 06 Phone systems 07 IT 07 Networks for start-ups 08 Convergence 10 Security 10 Support and maintenance 12 Choosing a supplier 13 Summary and contact details 14 Glossary of technical terms Stepping into the unknown Starting a business is one of the most exciting things you can do. But it can also be one of the most stressful. Choosing a company name, finding premises, hiring staff, winning customers.the list of important start-up tasks can seem neverending. And that s before you ve even thought about your IT and communications needs. Yet choosing your hardware, software, and phone system can help make or break your fledgling business. This guide, one in our series of advisory publications designed to help businesses get the most from their IT and communications systems, will help you get to grips with all the key challenges: Landlines, mobiles, broadband IT and phone infrastructure Financing your IT and communications investments Choosing a supplier For further advice, and to find out more about how BT can help your business, visit our website at

Landlines, mobiles, broadband making the right choice The sheer number of different providers for landline connections, mobile calls and broadband internet can leave start-ups feeling swamped.

3 Landlines, mobiles, broadband making the right choice The sheer number of different providers for landline connections, mobile calls and broadband internet can leave start-ups feeling swamped. For many, the way to cut through this jungle of choice is to search for the cheapest deals. But while every business should be careful to manage its expenditure, there are other important considerations. Landline Do you need staff to have their own direct dial numbers? Or will a single number be more suitable? What other features might you need? Can your provider offer voic , three-way calling, and diverting calls to a user s mobile? Make sure your deal includes call capping so that, for example, calls to other UK landlines cost no more than 5p per hour. Look out for discounts based on usage so the more your business uses the phone, the lower the per minute charge. Call analysis ask your provider if they offer the tools to let you monitor things like missed calls, engaged calls and call waiting times. This data can be vital in helping you to grow the business. Support make sure you work with a landline provider that can guarantee quick and effective help if things go wrong. Mobile Ask if your provider offers a tariff that provides free mobile calls between employees, and free mobile calls back to the office. Can the overall number of monthly minutes on your tariff be shared across your users? Can your supplier integrate BlackBerrys? Will any staff need 3G datacards? Would your teams benefit from WiFi access when away from the office? Ask your provider if they offer a combined voic service all your landline and mobile messages on one number. A one-stop shop Broadband Make sure the monthly download limits are suitable. For example, design companies are likely to need far higher download limits than management consultants, because graphics tend to be large file sizes. Security: is virus protection included as standard? Can your supplier provide a business firewall? Look for a supplier that can provide broadband business tools. For example, website design and hosting; tools to allow you to sell products via your website; business so you can access s from wherever you are. A useful way to cut down some of the complexity, and to make it easier to get these key purchasing decisions right, is to use a supplier capable of meeting all your landline, mobile and broadband needs: Saving time. Using a single supplier means benefiting from a single contact number when you need help or advice. Meanwhile, receiving one bill for all of your phone and internet usage can be a valuable time-saver. Saving money. Typically, suppliers that are able to meet all of your requirements will also offer discounted packages if you use them for landline, mobiles and broadband. Meanwhile, some suppliers will also offer tools that allow you to analyse your fixed and mobile spend by type of call, time of call, calls made by specific users or departments so you can identify opportunities for further cost efficiencies. Getting better advice. Working with a single supplier means that they will gain a clear picture of your communications needs and challenges. This knowledge can prove invaluable in advising your business as it grows and evolves.

4 IT and phone systems staying focused Your IT and phone infrastructure is at the very heart of your business. But getting to grips with the technology and terminology involved can be a time-consuming activity. Below we provide explanations of all the key components. Phone systems Often referred to as a switch, a telephone system is the piece of technology that directs, or switches, incoming voice calls to the person being contacted. It is a vital component of any start-up s infrastructure, and helps to create a professional image. There is a huge array of possible features and functions, depending on which system you select. Some of the most popular include: Direct Dial and voic . In today s 24/7 world, it s important that customers can get hold of the most appropriate employee to deal with their query. The direct dial feature sometimes referred to as DDI allows you to have more than one number per telephone line. This means employees can have their own number, without the cost of additional lines. Call routing. Call routing software means that callers can be connected with the member of staff best equipped to deal with their specific requirement. A caller will respond to a pre-recorded prompt either verbally or by pressing the relevant number on their phone. This feature allows smaller business to act like big businesses. Hunt groups. As your business grows and you want to offer dedicated numbers for specific teams (for example, a dedicated customer support number), hunt groups can play an important role. Setting up hunt groups means that when a customer calls a team s number, if the first extension in a group is busy, the next is automatically hunted until a free extension is found. IT There are a number of pieces of IT that even the smallest start-ups should consider: PCs/laptops. The PC is the key building block of any IT infrastructure. However, there are as many different choices of computer as choices of broadband provider. Your supplier should be able to provide advice on the computers that suit your business. Similarly, your supplier should be able to offer you leasing packages, if purchasing outright is not the best option. A server. If you have more than one computer and they are linked together by a network (see Networks for start-ups ), you will need a server. Servers store the applications and data that the different users on a network are able to share. Printer/scanner/fax machine/photocopier. Some manufacturers provide machines that combine all of these functions. Again, your IT supplier should be able to provide guidance, and should also have relationships with the best vendors on the market. Networks for start-ups If your business has more than one computer, it makes sense to link them together, or network them. A network plays an important role in helping a start-up serve its customers more effectively. For example, by providing all computers on the network with shared access to customer information, any employee that takes a customer phone call is in a position to instantly look up relevant details, and provide a professional, efficient response. A Local Area Network (LAN) allows computers to share devices (such as the office printer or broadband connection) and data (for instance, the central customer database). A Wireless Local Area Network (WLAN) allows users in the office to access the system without the need to physically plug into it. This can make it easier if you need to add more people to the network and prevents you needing to run wiring and cabling round the office. A Virtual Private Network (VPN) is a piece of software that allows your users to connect to the company system, via the internet, when away from the office. Typically, users visit a dedicated website and enter their log in details and password. For staff who spend time away from the office, access to the company network via a VPN can significantly improve productivity.

5 Convergence Start-up IT infrastructure an example Convergence is a term that refers to voice and data being brought together. Until recently, these two elements of a business infrastructure were separate. Today however, more and more start-up companies are choosing to operate using a converged network, where the voice and data traffic are physically carried along the same set of cabling. For a new business, such systems offer some exciting business benefits: Widening the capabilities of the network. A converged phone system future-proofs your business. This means that even if you are not ready to embrace features such as unified messaging 1 or IP Telephony 2 your business is in a position to add such capabilities quickly and easily. In a world where business needs can change almost overnight, this level of flexibility is a clear competitive advantage. Punching above your weight. Until recently, converged systems were out of the financial reach of small organisations. Today however, whether buying a system outright, taking advantage of a finance agreement, or using a supplier to host or manage your system, the benefits are within the reach of a wide range of companies. You may be a small company, but with a converged network you can act like a big one. Cost savings. Needing to install and maintain just one set of cabling offers new businesses impressive cost savings. Beyond cabling, cost advantages come from the increased ease of management instead of looking after two systems, a converged network means there is only one system to manage. Similarly, a single network makes it quicker and easier to set up people who are new to the company, or who are moving desks. Remote location Home worker On the move WWW WAN Telephone system Server LAN Converged phone system Phones PCs Printers WLAN 1 Unified messaging allows users to access their landline, mobile, , fax and video messages from a single in-box. 2 IP Telephony allows any two users on the same converged network to speak free of charge for as long as they need to, no matter where each person is located in the world.

Security Most people are familiar with the importance of protecting IT systems from threats such as viruses, hackers, and junk email (known as spam ).

6 Security Most people are familiar with the importance of protecting IT systems from threats such as viruses, hackers, and junk (known as spam ). Whether protecting your intellectual property, customer details or financial information it is essential that your business uses the correct software and processes to keep it safe. Software. Your supplier should be able to advise you on, and provide you with, software to prevent viruses infecting your system, to stop spam clogging up your in-boxes and to guard against other risks such as spyware and malware. Firewall. Every organisation should use a firewall, a virtual barrier that is designed to block potentially unsafe data entering your system. Processes. Your employees play the most important role in keeping your system safe. Your IT supplier should be able to provide clear, detailed guidance to help you ensure that staff do not expose the company to security threats. Support and maintenance This is perhaps the key ingredient. A survey conducted by YouGov in 2006 found that 77% of small business owner-managers spend up to nine hours every week maintaining IT and communications systems. 3 This is time that could be spent winning and consolidating business. Make sure that your supplier will set up, or configure, your computers when they are delivered. Computers should also come pre-loaded with all the relevant software. If you have technical problems, is there a dedicated 24/7 support number that you can dial to get issues resolved immediately? If you are leasing the computers, will they be automatically upgraded after a fixed period of time? Technology evolves quickly, you don t want to be stuck with out of date computers or software. Can you get advice on developing your infrastructure? As your business develops, so will your IT needs. Real-life example Woolley & Co Woolley & Co is a virtual solicitors firm. It has a team of eight lawyers all working from home offices. Aware that high-quality IT support was essential for the business to operate effectively, Woolley turned to BT s IT Support Manager service. IT Support Manager provides customers with a dedicated support team that can talk customers through how to solve problems, or can fix them by accessing their desktops remotely. It also provides a first line of defence in the form of an easyto-use diagnostic tool, which allows users to remedy simple problems. The support team is made up of highly trained IT specialists who can provide solutions to software related queries for a subscription of 10 per PC per month. 4 The helpdesk team can provide answers to even the most complex questions, said Woolley. And, because there is a standard monthly charge, rather than an hourly rate, it makes financial planning easier. 3 YouGov research commissioned by BT Business, Total sample size 1,269 adults, undertaken between September The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+). 4 Minimum 12 month term, fair use policy and conditions apply. Calls charged up to 4 pence per minute on the BT business network (minimum fee 5.9p). Mobile and other network costs may vary. Please see for details

7 Choosing a supplier The right choice of supplier is crucial. For your business to prosper, its IT and communications set-up needs to be well-thought through, underpinned by the best hardware and software, and supported quickly and effectively when problems arise. This checklist should help you to ask the right questions: One-stop shop. Is your supplier able to address all your IT and communications needs? A one-stop shop supplier can help you cut costs and benefit from better advice and support. Breadth and depth. Does the supplier have quality products, relationships with a range of leading third parties and the ability to knit all the elements of the infrastructure together? Can your supplier install, configure, maintain, even finance the system? If you require your telephony system to be hosted, or completely managed, is the supplier able to provide this? Support, as and when you need it. Confirm what frontline support they can provide, that equipment will be set up for you, and that security measures can be provided. Track record. Ask about any experience they may have in your industry, and with businesses of your size. Find out whether they are financially viable and able to meet your requirements in the foreseeable future. Global or local? A good match for a start-up can often be a company with the clout of a big business, but with the local knowledge of a small player. So ask the question: does the supplier have local offices, but national/ international pedigree? The future. Can they provide advice as you develop and grow? Will they be a suitable long-term supplier for your business? Who should I turn to? Research carried out by YouGov in 2006 found that 34% of small businesses rely on informal advice from friends and colleagues when making their technology purchasing decisions. 5 When it comes to choosing a supplier, getting advice from those who have been through the same decision-making process can be invaluable. But be careful: when it comes to technical advice or input on IT strategy, you should turn to a specialist provider. 5 YouGov research commissioned by BT Business, Total sample size 1,269 adults, undertaken between September The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+)

8 Summary and contact details Glossary of technical terms As a start-up, your IT and communications will play a key role in helping you to succeed. Your computer and phone systems are not a necessary evil, they are a source of competitive advantage. To learn more about how BT can help, visit Useful websites for start-ups Business Link: British Chamber of Commerce: HM Revenues & Custom: Advice on intellectual property: Equality advice website: By working with a supplier that can provide you with the best equipment and the best support, you ll free yourself up to focus your energies on building your business As you learn more about IT and communications systems, you re likely to come across the following terms. DDI. Direct Dialling In; facility enabling callers to dial telephone numbers that connect them direct to extensions without going through an operator. Extensions. Additional telephone sets connected to the same telephone line (see Telephone line ). LAN. Local Area Network; the wired connections and equipment that make up a site or office communications system. PSTN. Public Switched Telephone Network: the world s collection of interconnected public telephone networks. PBX. Private branch exchange; a telephone system that switches (directs) voice calls to the person being called. Server. If you have more than one computer and they are linked together by a network, you will need a server. Servers store the applications and data that the different users on a network are able to share. Switch. An alternate term for a PBX (see PBX ). Switchboard. Equipment that allows an operator in many small businesses this will be the receptionist to switch, or direct, calls to the appropriate person s telephone. Telephone line. The physical wire or other signaling medium connecting the user s telephone apparatus to the telecommunications network. An individual line can support multiple extensions (see Extensions ). VPN. Virtual Private Network; a private network that uses a public network (usually the internet) to connect remote sites or users together. VPNs provide remote or home workers with secure access to company applications and networks, allowing, for example, a call centre worker to be as effective working from home as working from the call centre. WAN. Wide Area Network; the wired connections and equipment that link a number of sites, offices or LANs together. WLAN. Wireless Local Area Network; an extension to a LAN to enable wireless connection to LAN-based systems and services. For example, a WLAN allows staff to log on to the network using their laptops without the need to plug in to a phone point. 14

9 Offices worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2007 Registered office: 81 Newgate Street, London. EC1A 7AJ Registered in England No Designed by Unigraph Limited 22868/02/07. Printed in England. PHME 52212

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