The Evolution of TEM to CLM: How to Deliver Value through Effective Management across your Communications Lifecycle

Transcription

1 The Evolution of TEM to CLM: How to Deliver Value through Effective Management across your Communications Lifecycle Presented by Gary Langfitt, President of Expense Management Services Carl Friedholm, VP of Information Technology, Cass Telecom 1

2 Rapid Change Our 2011 survey showed that 57% of IT decision-makers either actively prohibited or discouraged the use of non-sanctioned apps and devices. Just a year later, attitudes have clearly changed and enterprises can actually be said to be largely embracing consumerization, with 60% of firms allowing employees to use consumer apps and devices in the workplace Source July

3 It s not just the devices, it s now the OS as well Gartner predicts that through 2017, 90 percent of enterprises will have two or more mobile operating systems to support. According to Gartner, in the past year, many companies have moved to Apple's ios as their main mobile device platform, with others to follow over the next 12 to 18 months. 3

4 Managing Fixed and Mobile Communications 4

5 The Evolution of CLM Manual process to audit invoices historically Shared savings model TEM emerges for outsourced Wired line Invoice Management Cost cutting and savings focus Provision and deploy BlackBerrys for select users Services and Support grows in importance Globalization of Business and Telecom New stakeholders take interest Holistic Lifecycle approach across the business Year of the Tablet and i-everything Managed Services delivers value to communications Consumerization of IT, BYOD takes hold Manage the Device - MDM Integrated view of managing communications services, devices, and apps Communications as a strategic differentiator; key to customer intimacy, employee satisfaction 5

6 The New Strategic Communications Viewpoint Communications is strategic for empowering productive employees and connecting to customers. The days of disparate management of telecom in buckets are over. No longer will enterprises look at wired, wireless, and MDM as separate concerns. DIY is over. Software is not the answer. The market demands managed services for an umbrella solution. An integrated, holistic management approach including processes, technology and skillsets for sourcing, ordering, securing & managing fixed and mobile telecom is critical. 6

7 What our Customers are Telling Us They want to support iphones, Droids and tablets for the potential productivity benefits Over the next 5 years shipments of tablet computers to enterprises are expected to increase at a compound annual growth rate of 48% Employees want to work from convenient places, at convenient times from the technology platforms of their choosing. IT and Network staffs feel like they can t stop the tide. They have to do something, they have to try to control this wave, but they re not sure how. Rising from 13.6 million units in 2011 to 96.3 million units in Source: Forbes, May

8 The Drivers of Change 1 Consumerization of IT Employees are driving technology directions within the enterprise more and more (BYOD) 4 Strategic Sourcing Demand for sourcing as part of the communications lifecycle is growing for technology migration and planning 2 Role of the CIO CIO s are becoming much more strategic and thought leading within the enterprise 5 Centralized Viewpoint Desire for centralized view of fixed and mobile telecommunications including corporate & personal owned 3 Managed Services Shift from self-managed to outsource noncore telecom functions including traditional TEM and Mobility functions 6 Convenient Reimbursement Electronic payments anywhere in the world, pay direct to employee bills, pay in any currency with conversion 8

9 A Modern Lifecycle Approach Strategic Sourcing (Benchmarking, RFx, Professional Services) Provisioning (End User Interface, Services Catalog, Order Management Workflows, Reporting) Audit & Optimization (Usage Monitoring, Reporting, Dispute Management, Reporting) Covers Fixed or Mobile services & assets, Whether corporate or employee owned (BYOD) Order & Deployment Management (Support, Delivery, Spares Inventory, Custom Configuration, Recycling, Reporting) Communications Lifecycle Invoice Management (Processing, Allocation, Payment, Analytics, Payment) Inventory (Fixed & Mobile, MACD tracking, Reporting, Discovery & Authentication) Mobile Device Management (Security, Policy Enforcement, Application Deployment) 9

10 Case Study: RITE AID End to end visibility and control for wireline and mobile assets and services across 5,259 locations 5,259 locations, 23,760 BTNS, 1,040 invoices/mo. Invoice Management Eliminates manual processing of thousands of invoices. Avg. days to process: 1.4. Reconciles invoices and presents accurate financial reporting by store. Up to date information for financial and HR reporting systems. Visibility and control through accurate, centralized inventory of assets and services HRIS Integration Audit & Optimization Eliminate manual processing of thousands of invoices. Reconciles invoices and presents accurate financial reporting by store. $1.9M annualized savings 1,640 corporate issued mobile devices Outsourced Mobility Management Creates end to end visibility for managing mobile devices from provisioning to recycling. Savings from proactive planning and management. Centralized Ordering Portal Enforce policies through online catalog of devices and services. Reduced rogue purchasing. Monitor carrier for performance in delivering devices and services. Global ACH Payment Network Cass moves funds via electronic ACH payment network. Reduces late payments and store disconnects. funds GL files Carriers 10

11 Case Study Mixed Liability Supporting BYOD MOBILE$MART FACILITATES DIRECT TO CARRIER PAYMENT AND POLICY ADOPTION Corporate Policy Company establishes corporate BYOD policy, determines rules for employee subsidy amounts. Cass Enables Employee Enrollment Cass BYOD program facilitates Web enrollment which includes management of policy adoption. Remove Still Employed? NO YES Employee uses Cass Web application to register device and agree to policy, which may include provisions to manage security. HRIS Integration Employee Opts In Cass system verifies employee eligibility, rules for stipend amount and employee cost center. Cass Adjusts Subsidy YES Change? Cass Payment Network Employee receives credit from wireless provider on monthly bill Cass moves funds via the Cass electronic payment partnership network, whose members include AT&T, Sprint, Verizon and others. Employee Bill Displays Credit funds GL files Sends invoice to employee 11

12 Resulting Benefits BENENFITS FROM OF AUTOMATING COMMUNICATIONS LIFECYCLE MANAGEMENT Reduce monthly carrier 1 expenses 5-15% 5 Increase employee collaboration 2 First year ROI from managed approach to CLM Operational, security & 6 financial management Increase operational efficiency, by eliminating manual 3 processes Greater visibility and responsiveness that increases 7 employee satisfaction Adds processes and workflow to support new technologies 4 and liability models Align IT with business constituents such HR, Finance, 8 Legal and Executives 12

13 Embrace the New Communications Model! 13

14 The Evolution of TEM to CLM: How to Deliver Value through Effective Management across your Communications Lifecycle Presented by Gary Langfitt, President of Expense Management Services Carl Friedholm, VP of Information Technology, Cass Telecom 14