1 Case Studies Mobility Management A window into real-world customer applications for Calero solutions
2 CASE STUDY Managing Mobile and Fixed Communications Expenses ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP. The Calero solution helped Huhtamaki uncover unnecessary costs, duplication and waste. BACKGROUND Huhtamaki (www.us.huhtamaki.com) is a specialty packaging organization that provides many of the world s most recognizable consumer goods packaging and food service containers, as well as the retail line of Chinet premium disposable tableware. The global organization had been manually managing the complex and resource-consuming task of processing mobile and fixed communications invoices. The decentralized process made it difficult to analyze and optimize telecom expenses and as a result, Huhtamaki s internal staff was spending excessive time sorting and paying bills. Huhtamaki also wanted to optimize its mobile plans and reduce duplicate telecommunications equipment and services. CHALLENGE Huhtamaki turned to Calero to help them efficiently manage its fixed communications and mobility management for mobile communications. Calero s solution manages the receipt and processing of Huhtamaki s fixed and mobile communications invoices from multiple carriers and consolidates the information in a customer portal where Huhtamaki can access expense metrics as well as view detailed billing information. Our manual process for managing telecom expenses made it difficult to perform cost analysis or collect metrics, says Derek Myers, telecom manager for Huhtamaki. Myers worked closely with Calero to create a process that centralized billing. The benefits were immediate. Huhtamaki uses Calero s online portal to easily review and approve monthly bills which greatly reduces time spent managing invoices. We cut $15,000 in monthly fees by eliminating redundant technology and services. - Derek Myers, Telecom Manager
3 CASE STUDY: HUHTAMAKI MORE SAVINGS WITH BETTER VISIBILITY The Calero solution helped Huhtamaki uncover unnecessary costs, duplication and waste. Huhtamaki cut $15,000 in monthly fees by eliminating redundant technology and services. Having improved visibility into its telecom usage also helped Huhtamaki identify unused circuits in the network and realize more savings. For example, turning off just one unused circuit saves Huhtamaki $1,100 per month. EXPERT MANAGEMENT OF CARRIER CONTRACTS & BENCHMARKING Calero provides Huhtamaki ongoing support to ensure the solution s success. It feels like I have the support of an in-house telecom team based on the level of personalized service I get from our Calero rep as well as the visibility into invoices, usage and procurement we now have, says Myers. Calero provided a strong return on our investment. Not only did we realize immediate cost savings, but those benefits have continued to materialize over the length of our relationship. HUHTAMAKI S FIXED AND MOBILE COST SAVINGS It feels like I have the support of an in-house telecom team.
4 CASE STUDY How Media General Cut Communications Expenses by 10% ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP. The savings realized by Media General have more than paid for their investment in Calero solutions. BACKGROUND Media General (mediageneral.com), owner of over 24 daily newspapers, 275 weeklies, and 19 network affiliated television stations in addition to their related web sites and portals, wanted better control over its fixed communications expenses. The company had 145 locations across the southeast and 2,000 mobile devices nationwide which generated 267 monthly invoices from varied carriers and contracts. It was difficult to track and manage because corporate had very little central visibility into their overall communications expenditures. CHALLENGE Media General s large southeastern organization evolved to the point where each of its 145 locations were managing their local, long distance, mobile, and data expenses in different ways. The resulting mix of contracts, carriers, devices and pricing agreements created multiple challenges for management. They wanted one central view into their telecom inventory, monthly spend, optimized rate plans, over-spending and process inefficiencies. CALERO HELPS MANAGE EXPENSES The Calero team helped Media General collect and reconcile its inventory and invoices through an initial audit of all services. During this process, Media General realized its fixed telecom expenditures were much greater than they had initially thought. By consolidating all of its varied carriers, rate plans and invoices into one central process, the company had better visibility into its fixed telecom landscape. With a centralized view of all Media General s telecom data, Calero was able to assist the company in managing its existing contracts, negotiating lower pricing, simplifying invoicing and saving money. As a result, Calero reduced Media General s invoice volume by almost half. With one carrier alone, it went from receiving 91 invoices to just one invoice. Media General now enjoys improved pricing, aggregated billing, better visibility and cost savings. We needed to gain visibility into our fixed telecom spending and Calero helped us reduce annual expenses by 10%. - Ross Putney, Director of IT, Planning and Budget
5 CASE STUDY: MEDIA GENERAL EXPERT MANAGEMENT OF CARRIER CONTRACTS & BENCHMARKING When Media General s large fixed telecom carrier contract was up for renewal, Calero Consulting experts applied their extensive industry expertise and customer benchmarking metrics to provide Media General s current carrier a set of target expectations by service type, Although Calero was prepared to assist Media General s RFP process, Calero was successful in renegotiating new terms with its existing carrier to create additional savings. MOBILE OPTIMIZATION ELIMINATES COSTS With almost 2000 mobile devices across multiple divisions, Media General was struggling to effectively manage usage, inventory and repairs. To bring its mobile situation under control, Calero evaluated the company s historical mobile data and implemented its proven process to optimize the various carriers, rate plans and pools. Calero identified many zero usage and idle devices that were disconnected, giving Media General immediate cost savings. AUTOMATING INVOICES CENTRALIZES INFORMATION Calero now manages Media General s invoice processing and payment. All bills come into the Calero solution and generate one simple monthly bill containing a detailed allocation of all costs including the cost of Calero services. Calero also handles the carrier bill payments. This provides Media General clear insight into its fixed telecom spend and efficiently provides end-to-end invoicing to payment workflows. EXTENSIVE ONGOING BENEFITS Calero simplified Media General s overall purchasing and payment processes and consolidated the myriad of diverse fixed telecom invoices into one efficient system. The Calero solution provides Media General improved visibility across the enterprise, more control and one centralized repository of telecom information. The savings realized by Media General have more than paid for the investment in Calero solutions and they continue to realize additional benefits: Cost savings Accurate inventory of fixed services and mobile devices Improved visibility into telecom spending Increased control over contract management Centralized invoice processing & payment
6 CASE STUDY Calero Helps Merial Cut Overall Telecom Costs in Half ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP. Calero provides a flexible, total solution for Merial including expense management, mobility management, help desk support and consulting services. BACKGROUND Merial (merial.com) is a world-leading, innovation-driven animal health company with over 6,000 employees in over 150 countries. With 2012 sales at $2.2 billion, Merial maintains 13 global research and development centers, and develops pharmaceuticals and vaccines through its extensive network of 17 manufacturing sites. One of its well-known products, Frontline, places Merial as the undisputed leader in flea and tick control. CHALLENGE Merial needed a solution for managing every aspect of its Enterprise Mobility Management including its device inventory, procurement, approval workflows, service desk support, policy compliance, reporting and contracts consulting. Merial was already using Calero to manage its fixed telecom expenses which included managing the receipt and processing of its invoices from multiple carriers as well as using the Calero web portal to review usage and billing. Merial added Calero s mobile asset management solution which helped Merial cut overall telecom spending in half, reducing monthly costs from an average of $70K down to $35K per month. Based on Calero s high level of service, accuracy and visibility, client portal and resources, they were the right choice, said Ladonna Bryant, voice systems manager for Merial in the U.S. Calero immediately found redundancy such as unused circuits and excess mobile inventory. Without Calero s service and portal, we wouldn t see how and where we re spending our budget on fixed and mobile communications with the same degree of detail, accuracy and oversight. It s a major benefit to our business overall. Calero provides a flexible, total solution for Merial including expense management, mobility management, help desk It s a more streamlined, efficient process, now that Calero manages our entire mobility expenses. - Ladonna Bryant, Voice Systems Manager
7 CASE STUDY: MERIAL support and consulting services. Calero optimizes Merial s telecom expense management for fixed and mobile communications resulting in significant cost savings and freeing internal staff to focus on other critical initiatives aside from billing and inventory. Calero s mobility management, consulting and help desk support services are other initiatives Merial implements to gain efficiencies, best practices, save costs and maximize uptime for the enterprise s mobile device users. TRACK MOBILE DEVICE USAGE & EXPENSES Merial s managers track employee cell phone and data card usage and expenses to govern corporate usage policies. Now with the Calero mobility management portal, the managers easily check usage and expenses and are alerted when something unexpected happens. With increased visibility into mobile expense management, Merial holds end users and managers accountable for mobile usage and spending. The Calero portal provides the exact information that each manager chooses for managing each employee. The manager experience is unique to each person and very flexible. Calero has changed the way we provision our mobile devices, said Bryant. We now rely on the usage data to develop detailed policies for who is eligible to receive a company phone and for managing the approval process. SUPPORT USERS FOR MAXIMUM BENEFITS Calero s account manager has also been vital to the success of the relationship. Our account manager is onsite every week and visible to our employees, said Bryant. She is critical to how well our companies work together. Merial s end users are more comfortable having the onsite Calero resource to help them review their mobile account and answer any questions about service. Calero also trains Merial s end users how to access and utilize the mobility management portal. The more they see their bills and usage on a daily or monthly basis, the more accountable they are for their portion of our mobile spending. Calero proactively monitors Merial s services, rates, contracts, carriers and inventory. When it s time to renew, Calero helps negotiate the best contracts and rates. So far, Calero has helped reduce Merial s mobile device inventory by 15 percent, resulting in significant cost savings. Merial also relies on Calero to manage its special mobile projects. If we have 150 employees traveling on business to another country where they will need mobile service, Calero handles all the setting changes on the devices and works with the carriers to ensure continuity of service, said Bryant. Then Calero makes sure service reverts back when the trip is over so we aren t accruing any unnecessary costs. Our account manager is onsite every week and visible to our employees.
8 CASE STUDY Growth in Mobile Devices Created Challenge to Internal Resources ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP. Outsourcing Mobility Management to Calero helps Saint Francis Care improve quality of care while controlling costs. BACKGROUND The healthcare industry has seen an explosion in the use of new mobile technologies for enhanced patient care growing by 2,500 percent. Saint Francis Care (www.stfranciscare.com), an integrated healthcare delivery system in Connecticut, is the largest Catholic healthcare provider in New England. The organization provides access to almost 900 affiliated physicians at seven major hospital entities in addition to a network of five major Access Centers and eight other medical office centers. CHALLENGE As Saint Francis Care s overall usage in mobile devices grew and outpaced internal resources, the staff was overwhelmed with the growing demands of configuring, ordering, and managing all the mobile devices. Mobile devices are critical to managing and expediting the entire patient workflow improving the patient experience and quality of care, said David Cote, manager of network engineering and telecommunications for Saint Francis Care. We needed a strategy and a partner to keep costs down while serving users effectively and establishing flexibility for growth. GOALS Saint Francis Care s goals were: Enable mobile management strategy aligned to business needs Find a dedicated, skilled outside resource to handle device and plan setup with 24/7 support Transfer primary support to outside resources and free up internal IT resources Enable users to easily request, order and activate new devices using a secure custom portal Optimize plans and pool minutes to ensure that users do not exceed minutes Drive updated, accurate mobile usage reporting Our partnership with Calero makes everything easier. They are consistently productive, efficient and cost effective. - David Cote, Manager of Network Engineering and Telecommunications
9 CASE STUDY: ST. FRANCIS CARE SAVINGS SNAPSHOT When Saint Francis Care was ready to buy tablet devices for hundreds of users, Calero experts found a vendor and negotiated a deal that saved more than 30% off of prices initially quoted by the carrier. CALERO SELECTED TO PROVIDE COMPLETE MANAGED MOBILITY Saint Francis Care partnered with Calero to manage every aspect of its mobility landscape: Wireless expense management and reporting Customized procurement portal Device configuration and kitting End user mobile help desk Cost allocation DESIGN TEAM SET DIRECTION The Calero Design team assessed Saint Francis Care s mobile plans and user requirements to optimize their plans. Calero Consulting Services evaluated vendors and negotiated pricing and terms for procuring new mobile devices. Saint Francis Care transitioned 95 percent of all frontline technical and mobile plan support to the experienced Calero Service Desk team. Calero Service Desk experts now handle and resolve every mobility support need and keep managers apprised with support metrics and performance reports. To enable users to easily order and repair devices, Calero hosts a web portal to automate and track workflows, govern policies and free internal resources. Calero manages Saint Francis Care s billing by breaking down carrier invoices by hospital department for direct allocation. Calero also provides detailed quarterly business reviews for managers, updating the number of devices, usage details, and the volume and resolution of support cases. BENEFITS TO THE BOTTOM LINE With Calero managing every aspect of its mobility landscape, the results have been dramatic. Saint Francis Care covered its costs almost immediately with its newly optimized mobile plans saving $12,000 to $18,000 per month. The organization cites significant benefits from having employees order their own devices through the Calero web portal, saving time and costs with its automated approval workflow and policy. Saint Francis Care also saves time and resources with Calero managing its billing and sparing the need to internally review invoices to allocate costs appropriately. Calero s flexible, customizable approach enabled Saint Francis Care to selectively hand off 95 percent of its support cases and significantly free its internal support staff. Those resources are able to now focus on priority support tasks since the patient experience is always the top priority for the Saint Francis Care internal support team. Our partnership with Calero makes everything easier, says Cote, They are consistently productive, efficient and cost effective they more than pay for themselves. Saint Francis Care Enjoys the Benefits of Managed Mobility: Monthly savings of $12,000 - $18,000 on wireless bills Internal resources freed up to focus on mission- critical work 95% of mobility support cases transitioned to Calero Employee experience enhanced with web portal for easy ordering & management Automated, streamlined chargeback to proper departments
10 CASE STUDY Calero Manages UPMC s Mobility for Big Savings ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP. The Calero solution automated many previously manual processes and the UPMC staff was freed up to focus on more critical tasks. BACKGROUND UPMC, one of the nation s leading nonprofit health systems, has rapidly grown to become a $10 billion organization with global operations throughout the US, Europe and Asia. UPMC s Children s Hospital of Pittsburgh was ranked 9th on U.S. News 2012 Honor Roll of America s Best Children s Hospitals - its 13th appearance on the Honor Roll. Operating more than 20 academic, community, and specialty hospitals, as well as 400 outpatient sites and an array of rehabilitation, retirement and longterm care facilities, UPMC was seeking a solution to better manage its mobile services for its 3,200 physicians and over 50,000 employees. CHALLENGE UPMC realized that the organization could better manage its mobile usage, expenses and devices. With over 4,000 devices across the organization, UPMC was manually processing many of its mobile expenses and invoices. In addition, auditing the invoices for usage management, policy, and inventory was becoming far too time consuming and resource intensive. TRANSFORM PROCESSES, MANAGE COSTS UPMC Director of Strategic Sourcing, Robert Pavlik, wanted UPMC to gain more control over its mobile expenses with better visibility and automated processes. His team determined four main goals for how the mobility management solution should transform the organization: 1. Improve reporting & visibility for mobile services 2. Generate monthly analytics 3. Reduce overall expenses & proactively manage monthly costs 4. Remove tactical, manual processes & create workflow improvements Within 60 days of the implementation start date, the Movero solution uncovered enough savings to make the project ROI neutral. - Robert Pavlik, Director, Strategic Sourcing
11 CASE STUDY: UPMC UPMC CHOOSES CALERO TO MANAGE ITS MOBILITY NEEDS UPMC selected Calero to manage every aspect of their mobility landscape. With its extensive industry and implementation experience, Calero was well suited to UPMC s needs. The Calero Design team began the implementation phase by analyzing UPMC s varied rate plans, inventory and usage. Following its proven methodology, Calero focused on three key areas: 1. Rate Plan Optimization Analyzed, modified plans Consolidated, pooled minutes 2. Inventory and Usage Analysis Audited inventory to validate users, devices, accounts Identified large or excessive usage patterns UPMC reduced its telecom spend by $25,836 monthly or 11.6%. The Calero solution automated many previously manual processes and the UPMC staff was freed up to focus on more critical tasks. The system also provided full mobile analytics across usage, trends, assets, optimization, fraud, misuse, abuse, plan management and policy controls. The streamlined processes and reporting gives UPMC clearer visibility of the entire mobility landscape - helping the organization better manage inventory and usage. Pavlik concludes, We re satisfied that UPMC has the best solution that meets our needs. The results speak for themselves. 3. Visibility Procedures Provided oversight and reporting across organization ROI IN 60 DAYS With the data gathering process underway, UPMC was ready to see results even though the implementation process wasn t completed. It didn t take long to see amazing results. Within 60 days of implementation start date, UPMC had uncovered enough savings to make the project ROI neutral. The project paid for itself in just two months and the ongoing savings continue to mount well beyond expectations. THE BENEFITS CONTINUE The key benefit for UPMC has been the large cost savings resulting from the effective rate plan optimization, inventory audit and the newfound visibility. For example, during the inventory audit, 145 unused mobile devices were identified and thus, zero usage helped reduce overall costs by 7%.
12 Calero Software, LLC Global Solutions for Enterprise Communications Management (ECM) Calero Software is the new alternative to the status quo in communications management, with a commitment to innovation and customer service. Calero offers a suite of global solutions for fixed and mobile Enterprise Communications Management, including Expense Management, Mobility Management, Usage Management, and Telecommunications Management. Calero was formed in December 2013 through the merger of Veramark Technologies, PINNACLE, and Movero combining decades of communications management expertise under one name. Calero has thousands of customers in the United States and more than 40 countries worldwide, including Fortune 1000 corporations, universities and government agencies. For more information, visit us at or or call Calero Software, LLC Eagle s Landing Business Park 1565 Jefferson Road, Suite 120 Rochester, NY Phone: Fax: