In today’s telecom environment, a smooth implementation can make all the difference—laying the groundwork for long-term success, scalable growth, and improved customer experiences. As part of our Behind The Innovation series, we explore how IDI partners with service providers to deliver solutions that meet their unique needs through strategic guidance, collaborative execution, and long-term support.
In this edition, we sat down with Deb Tellstone, Vice President of Project Management and Professional Services at IDI, to learn how her team ensures seamless implementations, from discovery and configuration through go-live and beyond.
Q: What approach does IDI use to keep projects on track?
We follow a defined implementation framework with five key phases: planning, configuration, migration, testing, and launch. But it’s also flexible. For example, if a customer is scaling quickly, we can adjust the approach to fast-track them through the system and support their growth right away. That kind of customization helps us align with each provider’s business goals from day one.
Q: What are the most important factors for a successful implementation?
It all comes down to communication, transparency, and alignment. Everyone—our team, the customer, and any partners—needs to be on the same page about business objectives, timelines, and responsibilities.
We bring a highly experienced team to the table, including project managers, data engineers, and implementation consultants. We also use tools like a project plan, risk register, and decision log to keep things moving forward. If challenges arise, we work through them together with open, honest communication.
Q: How does IDI ensure each customer’s unique needs are met?
We start with a comprehensive discovery process. Our Solution Engineers and Program Managers go onsite to learn how each customer plans to use the IDI platform. That deep dive becomes the foundation for the project’s statement of work, which outlines deliverables, roles, responsibilities, and the high-level timeline. It’s how we ensure everything is aligned—and how we start building strong relationships early.
Q: What training does IDI provide during implementation?
We take a “just in time, just enough” approach to training. It’s layered throughout the project.
Early on, during the analysis and design phase, our team shows customers how the software works. Later, in the configuration phase, we introduce formal training through IDI University.
As launch approaches, we provide end-user training so the customer’s team is confident and ready to go live.
Q: What support is available after implementation?
A smooth transition to standard operations is a key part of our process. About 30 to 45 days before launch, we introduce the customer to their dedicated customer relations team—including an account manager, billing specialist, and support rep. Our Professional Services team stays involved for at least 90 days post-launch to support billing, operations, and any additional training or projects that arise. We want every customer to feel supported beyond go-live.
Want to hear more from Deb? Watch the full interview here.
Final Thoughts
At IDI, our approach to implementation is rooted in partnership, customization, and ongoing support. We’re committed to helping providers navigate complex transitions and come out stronger on the other side—fully equipped to grow, serve, and succeed.
Ready to enhance your telecom operations with innovative, customer-driven solutions? Call 800.208.6151 or connect with our team here.