1 Calero Software, LLC A window into real-world applications of Calero s Enterprise Communications Management solutions CaseStudies
2 Satellite Services Provider SaaS TEM combines centralized technology and customer-managed workflows Solution overcomes problems of fragmented business processes and data silos with a single TEM application and code base, enabling enterprise-wide analysis and reporting. Manual processes and disparate systems reduce efficiency and limit visibility to data With satellite services reaching 32 million customers in the United States and Latin America, this service provider has extensive and costly telecom networks and services. They lacked a TEM solution and utilized complex manual processes for ordering and managing inventory, and for receiving, auditing, and paying invoices. The various business units struggled with inconsistent processes, disparate systems and data, and limited visibility into carrier spend and accuracy against their contracts. TEM SaaS enables a customer-managed, fully integrated, automated solution The solution features VeraSMART TEM software hosted at Calero s tier 4 data center in Rochester, NY. Calero s Content Management Services team receives more than 1,000 monthly invoices, in both paper and electronic formats, and loads them into the customer s VeraSMART database within five business days of receipt, ensuring accuracy and timely processing. The customer utilizes VeraSMART workflow automation to streamline invoice validation, approval, and coding. They use VeraSMART s AP feed to send invoice data to their AP systems on a daily basis; a reverse feed updates VeraSMART with payment data. Calero configured VeraSMART s flexible process workflow to meet the customer s unique requirements for ordering and provisioning, replacing their previous Access database and -based system. They use the VeraSMART provisioning workflows to open and process orders. When orders are closed, the VeraSMART inventory is automatically updated. Improved efficiency, fewer redundant and repetitive processes, more knowledge-based activity Outsourcing the invoice loading process has given the customer s analysts more time to spend reviewing and auditing invoices to identify trends and opportunities for savings. Reporting and visibility have been greatly improved. By using VeraSMART and its centralized telecom database, the customer can easily compile, analyze, and report on enterprise-wide information, such as usage and spend metrics, invoice and order processing status, and other critical telecom data.
3 State Government Solution enables centralized management of millions of wireless devices Wireless Expense Management (WEM) solution allows our government partner to optimize and report on multi-billion dollar wireless spend. Customer needed a single solution for managing wireless usage and costs across multiple states The customer, a government alliance, is a national leader in facilitating cooperative purchasing that benefits cities, counties, public schools, and institutions of higher education in multiple states. They needed a WEM solution that could be deployed quickly and shared by administrators and end-users across multiple states, and could scale to manage millions of devices. The customer wanted to reduce roaming charges, optimize pools and plans, track costs against budget, and identify devices not being used. Software as a Service (SaaS) offered rapid deployment, security and reliability, and unlimited scalability Calero implemented a SaaS solution designed to meet the customer s requirements for wireless network visibility, optimization, and reporting. The software is hosted in a tier 3 data center that supports high application availability and data security. The system captures usage and spend detail from carrier invoices and transforms it into actionable intelligence for strategic decision support. Calero WEM experts provide a range of value-added services, including invoice loading and processing, technical support, and analysis and reporting. Analysis includes recommendations for rate plan optimization, enterprise spend management, reduction of overage and roaming costs, and other cost-saving measures. Reporting includes usage by user/ Unit Identification Code (UIC), rate plans with minutes used and overages, and dollars spent. Cost savings and operational efficiency Calero is enabling the customer to generate value in a number of ways: Identify unused devices so that they can be deactivated and removed from service plans Optimize pools and plans to reduce costly overages and roaming charges Collect and report data necessary for policy enforcement Automate invoice loading and processing to boost productivity Increase the recovery of credits from dispute management Reduce late payment penalties
4 Facilities Services Contractor Telecom expense management BPO solution reduces costs Outsourcing TEM to Calero helps decentralized firm take control of telecom inventory, cost allocation, and dispute management. Invoices are not being validated against inventory; late payment penalties are piling up The customer is one of the largest facilities services contractors in North America, with branch locations throughout the United States and British Columbia. Telecom ordering and provisioning is not centralized, and as a result the company is deluged with invoices incurred by multiple locations and from multiple vendors. While charges are associated with a phone number, most phone numbers were not associated with an office location. Furthermore, every location has a different GL numbering scheme, making it difficult to properly code telecom charges. The customer s business policy of not paying charges that cannot be allocated generated a backlog of unpaid bills and late payment penalties. BPO allows dedicated team to focus on invoice validation, GL coding, and dispute management The customer realized that they needed expert help to clean up their unpaid bills and improve their telecom expense management process going forward. They opted for a fully outsourced TEM solution from Calero, including invoice loading, invoice management, dispute management and bill payment. Calero provides the customer with a monthly AP file for approval. Our Managed Services team validates invoice charges and works to resolve disputes, including the disputes over previously unpaid bills that were inherited with the account. We have also been working to document GL codes by location and assign inventory to addresses. Telecom bills are paid on time, disputes resolved In less than six months, the Managed Services team assigned addresses to 98% of the inventory and documented GL codes for 90% of the inventory. Invoice changes are now paid on time, dramatically reducing late payments and penalties. The team is also working successfully to resolve all payment disputes. The Calero Managed Services team meets weekly with the customer to ensure that the TEM BPO solution is meeting and exceeding the customer s expectations.
5 National Retailer Review and audit identifies $3.5M in telecom savings After successful audit, client engages Calero for all recurring invoice management, dispute management, and network optimization functions. Fragmented, decentralized telecom network is out of control A big brand international retailer needed to reign in control of the management of its fragmented and decentralized telecommunications network. The IT Finance department was not pleased with the performance of its outsourced invoice processing vendor or the results generated from a one-time audit performed by a competing telecom consulting firm. The right solution begins with the right relationship To breathe new life into its telecom expense management (TEM) processes, the company engaged Calero to develop a more holistic and integrated TEM solution. The company s IT Finance department had worked with Calero on prior contract renegotiation efforts with a major service provider, and was looking for Calero to bring the same creativity, energy and processes to drive audit results as it did to drive network savings with its sourcing efforts. Vendor prioritization and focus bring results An aggressive 90-day timeframe was established for the initial review and audit before the focus was shifted to long-term process improvements and implementation of TEM best practices. Select vendors were chosen on the basis of network spend prioritization and anticipated vendor dependent issues; the aggregate spend was $12M. Calero s initial review and audit resulted in over $3.5M in savings. Within months of completing the initial audit, the company engaged Calero to be its full service TEM partner and take on 100 percent of its recurring invoice management and audit functions. Calero s relationship with the retailer has continued to expand over time. Dispute and optimization efforts are driving additional millions of dollars in savings each year by helping the client avoid or eliminate unnecessary network costs.
6 Healthcare Provider Solution centralizes invoice processing and improves visibility to inventory Invoices are imported and processed electronically, facilitating approval and payment. Single database improves visibility to inventory, expenses, and savings. Manual invoice processing is error-prone and costly The customer is one of the nation s leading operators of acute care hospitals, with over 200 affiliated institutions providing a wide range of diagnostic, medical and surgical services in 29 states. With a highly decentralized structure and disparate business systems, the customer was struggling to manage telecom inventory and expenses at the enterprise level. Manual processing of paper invoices, and a low degree of invoice consolidation by carrier, contributed to high resource demands and low productivity. The organization suffered from an inability to identify billing error detail and a general lack of visibility to telecom expense and inventory data. BPO automates invoice processing, dispute, and bill pay The customer s telecom invoices both paper and electronic are now received and loaded into the customer s VeraSMART database by Calero s Content Management team within five days of receipt. The invoices enter a workflow that automates validation and greatly reduces the number of invoices that require review and approval by customer staff. The system automatically alerts staff members to billing exceptions, such as new services, charges above or below threshold, and third-party billing, and manages the dispute management process. Because the solution utilizes a single database, all affiliated organizations have visibility to savings data. Fewer than 1% of invoices require customer review; credits earned for timely payments to carriers The Calero solution has dramatically improved the accuracy and timeliness of invoice processing. Now 75% of all invoices require no human touch whatsoever, and fewer than 1% require review by customer staff. Furthermore, the customer is now receiving credits from carriers for on-time payment. The system offers a quantified view of program savings, which totaled over one million dollars in Cost center managers now have the visibility to usage and expenses necessary to control their telecom costs. The centralized view of inventory is helping the enterprise plan and manage their telecom infrastructure and services more efficiently.
7 Leading Global Direct Seller Comprehensive TEM/MMS BPO saves money, improves productivity Fully outsourced solution features managed mobility services (MMS) and telecom expense management (TEM). In-house management of fixed and mobile communications is consuming too many resources This global retailer was looking for a comprehensive solution to manage their communications environment. Mobile expenses were out of control and employees were spending too much time processing invoices and managing telecom inventory, mobile ordering and provisioning, and Help Desk. The organization wanted to outsource communications management so they could focus on core objectives. Comprehensive BPO solution includes SaaS as well as outsourced services After a thorough RFP process, Calero was chosen to provide a BPO solution including integrated VeraSMART modules for managing inventory, invoice and dispute, contracts, and fixed and mobile usage and expenses. The solution also includes loading of paper and electronic invoices, invoice processing, mobile ordering, inventory management, and Help Desk. Periodic audit and optimization of mobile expenses, as well as dispute management services, were added to drive additional value. End users can now order mobile devices from role-based online catalogs and submit other requests through a web portal that automates the entire process, reducing the workload for managers and IT. Requests are routed to appropriate individuals for approval and submitted to vendors via workflow-generated s. Inventory is automatically updated and all transactions are logged. Corporate resources freed from Help Desk chores; dispute and optimization savings add up The customer is processing over $10 million in annual telecom spend and managing 1,700 mobile devices with the new solution. The Calero mobile Help Desk is fielding hundreds of calls per month and placing dozens of orders each week, relieving the customer s staff of this chore. In addition to these process improvements, dispute and optimization services are returning hundreds of thousands of dollars, in cost avoidance and recover, every year.
8 International Financial Institution Enterprise automates invoice and order processing with TEM BPO Automation of invoice and order processing dramatically reduces resource demands, improves productivity, and generates recurring cost savings. Manual methods and outdated technology reduce efficiency and drive up costs This financial institution provides a broad range of retail banking, wealth management and investment banking products and solutions to more than 12 million personal, commercial, corporate and institutional customers in North America and internationally. Until recently, they were relying on labor intensive and error-prone manual processing of paper invoices, hand-coding expenses, and manually updating their AP systems with telecom expense data. They were processing telecom orders with outdated Lotus Notes technology that was no longer supported. Full TEM BPO provides a centralized, automated solution Calero s full TEM BPO solution has automated invoice processing and streamlined dispute management. Calero s Content Management team receives and processes hundreds of invoices from dozens of telecom vendors monthly and loads them into the customer s VeraSMART database for customer review within five business days of receipt. Processed invoices are sent to Accounts Payable within ten days of receipt. The Calero solution also automates other key processes, including MACD and ordering and provisioning. The VeraSMART system streamlines and centralizes all circuit orders and provisioning (replacing an obsolete Lotus Notes system), and automatically updates inventory to reflect the changes. Reduced resource demands, cost avoidance, improved visibility The solution has dramatically reduced resource demands and improved the accuracy and timeliness of invoice processing. Late fees a problem in the past have been eliminated. In addition, the solution is processing over 3,000 telecom work orders for Centex, PBX, and VoIP every month. Management visibility to data and capabilities for reporting across the enterprise have been vastly improved.
9 National Restaurant Chain TEM BPO solution enables cost-saving audit of 600 monthly invoices Outsourcing their telecom expense management program to Calero allows the company to effectively manage invoices and disputes and reduce telecom spend. 600 monthly invoices pose overwhelming challenge With 1,325 restaurants nationwide, the customer spends approximately $3.5 million on telecom every year. The telecom and accounts payable teams were struggling to process 600 paper invoices from 40 carriers every month. With limited visibility to usage and spend, the customer was subject to 3rd party billing ( slamming and cramming ) and was paying too much for telecom. TEM BPO solution provides needed technology and services The customer outsourced their entire telecom expense management program to Calero. The BPO solution includes: On-line ordering and provisioning Invoice processing, validation, and payment Dispute management Help Desk The Calero Managed Services team provides monthly reports that enable the customer to view spend across their vendors and restaurants. Calero processes and pays all invoices and provides the customer with an AP file to load into their Lawson system on a weekly basis. The customer can see payment details for each invoice. Calero is also implementing an online ordering and processing system that will accommodate the customer s dynamic telecom environment, which is undergoing constant store openings, changes, moves, and disconnects. The Calero Help Desk staff provides ordering and provisioning services in concert with the workflow automation enabled by Calero s TEM technology. Invoice audits identify 3rd party billing and yield savings Calero has consolidated and converted many of the company s telecom invoices to electronic format, which not only streamlines invoice loading and processing, but gives them access to much greater invoice detail in the VeraSMART system. By identifying 3rd party billing, invoice audits are generating about $2K in savings every three months. Our audits are identifying other types of disputes as well. The customer is very happy with the VeraSMART software and services.
10 Private Research University University takes control of telecom inventory, contracts, and costs Successful sourcing project leads to on-going TEM solution that saves over $1M annually Inventory, contracts, and costs out of control Like many organizations with a predominantly local footprint, the University s local telecom services were controlled by multiple agreements covering specific services, many of which were governed by individual circuit term plans. Gaining insight to the inventory, consolidating contracts into a manageable arrangement, lowering overall costs, and preparing for new IPbased services such as SIP trunking were key objectives. Successful sourcing engagement fuels TEM program The University engaged Calero to catalog and review existing contracts, baseline and benchmark current services, review technology changes, determine a sourcing strategy, and execute an RFP process. The result was a reduction of nearly $250,000 on current services (and projected annual savings of more than $500,000 after SIP trunking is implemented). The University invested a portion of these savings into an on-going TEM program combining invoice management outsourcing with in-house MACD automation. The solution is based on a SaaS deployment of Calero s VeraSMART software, coupled with invoice loading, processing, audit, and dispute services. Calero audits the University s telecom invoices to spot billing errors and savings opportunities, using VeraSMART s automated invoice validation as well as manual review and optimization methods. Calero also manages VeraSMART s data feed to and from the University s AP system. Calero worked closely with the University to design VeraSMART workflows for fixed and mobile Moves, Adds, Changes, and Disconnects (MACD). End users submit orders and service requests through the University s legacy ticketing system; authorized University staff enter these requests into VeraSMART, which automatically updates the inventory and logs an audit trail of each transaction. University sees on-going quarterly savings of nearly $400K The University manages more than $5 million in annual telecom spend with the Calero solution. In the second quarter of 2013 alone, savings generated by audit and dispute services totaled nearly $400,000, primarily in the areas of discount and rate dispute. Added benefits accrue from workflow automation, enhanced productivity, and maintenance of an accurate telecom inventory.
11 Leading Medical University What used to take hours or days now takes minutes Calero solution allows University to collect and consolidate telecom expenses and charge them back to the departments that incurred them...automatically. New solution needed to capture costs and charge them back The telephone system of this State University had been managed by the State s Telecommunications Office for decades. When the State turned over ownership of the telephone system, the University had to deal directly with carriers for the first time. They needed a new solution that would allow them to capture telecom costs and charge them back to the University departments. Call accounting and management of invoices and inventory The University uses VeraSMART to allocate usage costs, assign one-time charges for work performed or equipment purchased, and assign recurring charges for monthly billing. They use the system to track and manage inventory on a daily basis, adding new phones, disconnecting numbers, changing billing departments, etc. The system allows the system administrator to import information from various sources and adjust charge codes as needed to make sure all charges are properly allocated. The University uses VeraSMART s built-in reporting engine to automatically billing reports notifying department managers when their monthly bills are available for review. Managers can link directly from the to billing details to audit their charges and identify unnecessary lines that can be disconnected to reduce their annual telephone budgets. Accurate chargeback in a fraction of the time The University s previous process for creating monthly chargeback bills required the efforts of at least two people and was very time-consuming and tedious. They posted the bills online, but there was no effective way to notify managers that they were available for review. Now, it is just a matter of entering one-time charges, importing the invoices, re-executing the end of period processing, and running the billing report. According to the University s Manager of Telecommunications & Network Services, What used to take hours or days now takes minutes.
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: