Using TEM to Fuel the Big Data Machine. Telesoft TEM Edge Webinar December 12, 2012

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1 Using TEM to Fuel the Big Data Machine Telesoft TEM Edge Webinar December 12, 2012

2 Today s Presenter Joe Basili President and Research Director Network Trends Now P: (973) years of experience in TEM, telecom, and IT asset management Conducted research and written extensively on topics that include wireless mobility management, IT and telecommunications environment management, network performance, and unified communications 12/12/2012 2

3 Agenda Why TEM services are needed to organize big data for enterprise telecommunications Moving from data to decisions How organization's are using big data from TEM to drive new opportunities How to leverage big data from TEM to improve performance and competitive advantage 12/12/2012 3

4 You Can t Manage What You don t Measure - EdwarD Deming and Peter Drucker

5 What Is Big data? Big Data a collection of data sets so large and complex that it becomes difficult to process using on-hand database management tools. The challenges include capture, curation, storage, search, sharing, analysis, and visualization Big Data often refers to information generated by: Websites Social networks Sensors Other sources apart from traditional enterprise applications 12/12/2012 5

6 What s New Here? Isn t Big Data just another way of saying analytics or business intelligence? There are three key differences Volume Velocity the speed of data creation Variety 12/12/2012 6

7 Big data Hype Harnessing Big data is a hot new trend that poses new challenges for managers who are responsible for IT and telecommunications Big data is just about to hit its "peak of inflated expectations", according to Gartner's 2012 Hype Cycle for Emerging Technologies 12/12/2012 7

8 data Production is growing exponentially From the beginning of recorded time to 2003, 5 billion gigabytes of data were created. In 2011: 5 billion gigabytes every two days By 2013: 5 billion gigabytes every 10 minutes Everything produces data Mobile devices, M2M activities, internet searches, social network activity, phone calls 12/12/2012 8

9 What does this mean to you? Telecom bills contain mass amounts of data about organizational activity, how employees work, usage and expenses It is no longer possible to effectively manage telecom on gut instinct or anecdotes Data-driven decisions are better Big data from TEM programs makes it possible to tame chaos from fixed and mobile expenses and BYOD challenges 12/12/2012 9

10 Why TEM services are needed to organize big data for enterprise telecom

11 Managing Data is hard Variety data from disparate sources that your organization is exposed to when it manages telecommunications can be overwhelming It is received in structured and unstructured formats: Paper invoices, CD-ROM, EDI, web downloads, electronic spreadsheets, s, faxes, carrier s web portal files and more 12/12/

12 Variety of Data sources Move Add Change Disconnect (MACD) service order activity Inventory/Asset records Site information Customer Service Records Call records Billing records Carrier contracts, addendums, tariffs and other special pricing Carrier billing error submissions, claims tracking, escalations, approvals and refunds Cost allocation coding and General Ledger chargeback activity Employee status records Bill payment status 12/12/

13 Once You Acquire the Data Deciding the level of detail for data acquisition is critical Different levels of detail that are represented as the same will create the perception that all of the data is inaccurate Another important step is to determine how basic terms like invoices, circuits, charges, and credits will be defined 12/12/

14 Additional Data challenges Source information must be validated to determine its accuracy and completeness Inaccurate data can ruin a big data project and TEM programs Data sources are often incomplete Inventories rarely provide information for all locations or the most current Move, Add, Change, and Disconnect (MACD) activity 12/12/

15 Velocity & Variety of data creation Telecom providers continually update their billing systems Capture of MACD activity requires automation New telecommunications technology, services and devices add to the challenge Managed or outsourced TEM gathers, organizes, and validates data in a big data system analyzing it and delivering it in reports 12/12/

16 Moving from data to decisions

17 data doesn't speak Two areas for data driven TEM decisions Savings on telecom expenses Driving value and competitive advantage for your organization 12/12/

18 Reducing Telecom Expenses Big Data for TEM answers these questions How do costs for different services compare among different carriers? How do I ensure the integrity of vendor billing vs. contracts and other special pricing? How do I provide visibility to business units on their expenses? How much am I spending at each location? Am I on track to meet contractual Minimum Annual Revenue Commitments (MARCS)? What are the trends for expenses compared to budget? 12/12/

19 Value and competitive advantage What does my network utilization look like? (Are there deeper insights to maximize employee performance?) How can I provide managers with communications technology to improve productivity? How do communications activities for top performers differ from laggards? (i.e. volume of calls vs. length of calls) What mobile apps are employees using that improve performance? How can I deploy communications services to improve employee responsiveness to business opportunities with customers and business partners? 12/12/

20 Three Key Analytic Questions Telecom Cost Savings What are the top drivers for my telecom costs and how can I reduce them without affecting services or productivity? Comp. Advantage How can better communications enable employees to be more responsive to new business opportunities? Big Data What information do people need and when do they need it, in order to make better decisions? 12/12/

21 How organizations are using big data from TEM to drive new opportunities

22 Consumer Products Company Goal: enable field sales personnel with smartphones and mobile applications without incurring large increases in mobile expenses Big data usage analysis found Devices with no usage. Requests were sent to the mobile carriers to disconnect these devices. Former employees bills were continuing to be paid 12% Savings Reconciliation of usage to service plans found employees were on the wrong plans Eliminated overage charges of $12K to $15K per month 12/12/

23 Manufacturer B2B Sales Gains Goal: savings to help fund tablets for greater sales enablement Network utilization study found opportunities to cut fixed wireline and data services which its mobile workforce no longer needed Rollout of tablets improved customer engagement with video demonstrations which increased the number of contracts signed by customers by 28% in the first three months 12/12/

24 Big Box retailer Goal: sought to gain competitive advantage with a rollout of iphones and custom apps Historical audit and inventory reconciliation found savings from closed sites and services that remained on bills long after disconnect requests had been placed with its carriers Employees use of iphones for product searches, displaying instructional videos for customers, and processing credit card transactions on retail floor increase sales 12/12/

25 How to leverage big data from TEM to improve performance and competitive advantage

26 How Can You Use TEM to Cut costs Ongoing audits compare bills to contracts Reconciliation of inventory to bills Proactively reference contracts and special pricing ensure you get the best rates and orders directed to low cost providers Optimization: of usage to identify services to disconnect and right size service plans Chargeback reports for visibility and accountability 12/12/

27 value and competitive advantage Big data can help you unlock information to help make employees more responsive to customer and business opportunities Use savings from a TEM program to rollout new capabilities to employees Identify clues to employee performance Test new mobile apps or identify those that your employees are using and provide them to all employees in similar job roles 12/12/

28 Wrap up

29 Beware of Big data traps Big Data projects can run a seven-figure tab Hardware vendors enable big data Storage providers deliver big data solutions Integration vendors provide plumbing and intelligent connections for big data Analytical vendors support big data This spending can go toward unproven projects 12/12/

30 Start with TEM Before committing to a huge multi-million dollar Big Data investment, Implement TEM TEM projects can be classified as Big Data They gather, organize, and unlock valuable insights from structured and unstructured information sources TEM has one critical difference it starts with a focus on ROI and data is used as a means to achieve cost savings 12/12/

31 If You have a TEM Program Consider how to maximize value from your current investment Take your program to the next level Add more sites and locations to the program Allocate more time to analyze reports to use insights for better data-driven decisions Take action on information that you already have 12/12/

32 conclusion The new normal requires agile, big data capabilities for better decision making Using TEM to fuel your big data machine enables you to gain control over runaway telecom expenses and gain new insights to fuel competitive advantage and new innovation 12/12/

33 Additional resources Recent Whitepapers Using TEM to Fuel the Big Data Machine Settling the Great Debate BYOD, Employee Liable and Corporate Liable Corporate Mobile Policy Template Why You Need TEM now More than Ever 12/12/

34 Questions?

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