BT Managed Mobility Expenses Complete visibility and control to reduce your mobile communication costs
The challenge of spiralling mobility costs Many organisations are struggling to control rising mobility costs. More employees are using mobile devices, they are using them more often and using more mobile data and internet services; adding BlackBerrys, smartphones and 3G data cards to an expanding inventory of business communication devices. Mobile voice and data spend now exceeds the cost of fixed voice services for most organisations and the total cost of corporate mobile contracts and individual expense claims for mobility is spiralling upwards. Although mobile tariffs are going down year on year, the invoices from mobile operators are increasing for many organisations. There are often issues with inaccurately applied tariffs and difficulty with reclaiming overcharges. Fortunately, BT Global Services has extensive experience in helping large organisations gain visibility of what they are spending on mobility and take control of those costs. The drivers for managed mobility BT Global Services provides independent advice and solutions that help some of the world s largest organisations take control and reduce their mobile communication costs. We focus on five fundamental business issues: Controlling costs Identifying and understanding all the aspects of mobile spend, resolving the variable quality and inaccuracy of mobile operator billing and controlling the people costs of managing multiple carriers and multiple contracts across many countries. Supporting the growing needs of mobile employees Dealing with the complexity of devices, usage, applications, services and end user helpdesk requirements as mobility becomes increasingly business critical. Most international firms do not know what they are spending on mobility. What MNCs Want: Real Global Mobility Support, Forrester Research, 2008 Identifying and managing mobile inventory on a global basis Getting an accurate record of mobile device inventory and reducing the complexity and cycle time for ordering and supplying new hardware and services to end users. Implementing robust corporate mobile policies Controlling demand through creating a strong central strategy and set of policies, implementing those policies and then managing compliance. Streamlining internal operations Reducing your dependence on in-house resource and the associated costs, by outsourcing the non core functions of supplier management, cost analysis, policy compliance, mobile device provision and user support. What BT Managed Mobility Expenses delivers BT Managed Mobility Expenses is a managed service that controls your mobility costs, optimises your internal processes and manages usage levels. With this service we help you: Ensure the invoices from your mobile operators accurately reflect your contracted tariffs and usage, and when there are over-charges we help you claim the credits. This often generates between 5 and 10% savings in the early stages of working with us. Implement strong corporate mobility policies and tools that actively reduce usage. This can also typically deliver between 5 and 20% savings. Improve the tariffs from your mobile suppliers through better purchasing and procurement. This can deliver benefits ranging from 5 to 20%. Through BT Managed Mobility Expenses you can achieve cost, process and usage improvements and achieve savings of up to 30% on your mobile bills. Negotiate Mobile contracts Tariff savings 5%-10% Invoice & billing compliance Revenue Assurance Demand management & technology savings 5%-20% 5%-20% 10% 30% Total savings Fig 1: Potential cost savings 2
Fully managed mobile cost reduction BT Managed Mobility Expenses is a complete managed service on which we also offer optional consulting and service packages. Projects usually begin with a Quick Start consulting package, which includes an initial workshop to analyse your business issues, benefits and priorities. This is followed by a more detailed assessment and health check that evaluates your mobile contracts, tariffs, inventory and usage data through call data analysis tools and supplier reviews. The Quick Start quickly defines the roadmap for you to successfully implement BT Managed Mobility Expenses. The core BT Managed Mobility Expenses service includes four modules which combine services, integration and an intuitive web portal: Invoice Management We process the invoices from your mobile operators from receipt through to the authorisation to pay. Once processed, all invoice details are available to view through an easy to use website. All invoices are uploaded into the system by BT, regardless of format. This ensures all the expected invoices for active accounts have been received. Any missing invoices are chased with the mobile operator to help eliminate late payment fees. We perform validation checks on the invoices, including checks against your inventory, account ownership validation, identification of inactive lines and accounts and duplicate invoices. Any exceptions are flagged and we then work with the mobile operators to resolve invoice and payment related issues. Invoice trend analysis is performed by BT to identify any variance against the pre-defined thresholds you have set. We investigate any areas of excessive variation to identify the cause and take action on your behalf to rectify incorrect charges or inappropriate services. Once the invoice validation has been completed, the charges for each billing line item are distributed to the appropriate cost centres and files produced to automatically upload into your general ledger or other accounting systems. Ordering & Inventory Management The provision of a managed inventory record and a mobile policy based ordering portal and desk. During implementation, your mobile policies and a catalogue of your approved range of mobile devices, accessories and available tariffs are embedded into the portal to be applied during the order process. Orders from end users placed on the portal can be approved online by management according to the workflow you specify and are then placed directly with mobile operators by BT. In addition to placing orders for new services, users can track their order status and administrators can manage the order approval process. As part of BT Managed Mobility Expenses, BT creates a record of your inventory based on the hierarchy you specify. We also work with you to build a data feed from your HR applications, so that accurate user information is maintained. Once in place, the inventory is regularly validated against information received directly from the mobile operators. Fig 2: BT Managed Mobility Expenses components 3
Management Information With electronic call data records, reports can be generated to give you visibility of your mobile spend. Management information is created from the electronic call records provided by the mobile operators and consolidated with your inventory information to produce reports that help you make the right decisions. Standard reports are available through the web portal, and can be both viewed online and downloaded. These reports include top and bottom spenders, high call costs, zero usage, calls by call type, and abuse; for example premium rate calls. In addition to these standard reports, users are able to create custom reports and charts from the information held in the database. Access to the Management Information module can be extended to end users, giving individual users the ability to view their personal mobile spend through the web portal and allowing managers to see the spend of their team members. BT Managed Mobility Expenses can also email individual spend notifications to end users and line managers. Providing end users and managers with visibility of mobile costs increases awareness and helps to drive down the number of minutes, messages and data used and therefore reduces your overall mobility bill. Analytics Once uploaded into the system, detailed invoice audits are carried out by BT to ensure contract compliance and identify billing issues. BT then manages the resolving of errors and overcharges with the mobile operators. A full invoice audit is completed each quarter and covers: Billing issues such as accuracy of mathematical calculations, charges for invalid phone users, inapplicable taxes or duplicate charges. A call data record check at a high level, to identify potential issues from the average rate applied to a particular call type, followed by a deeper investigation at line item level to confirm the specific problem and its scale. A tariff analysis to identify the most cost effective tariffs to meet your call profile. As well as regular management reporting, BT will provide you with usage and behaviour reports on a quarterly basis, detailing recommendations to reduce your overall mobile spend. In addition to the standard modules BT Managed Mobility Expenses also offers the following professional services options: BT Mobility Sourcing A complete managed sourcing service, helping your procurement team to obtain better tariffs through contact and vendor analysis and managing the RFP process with your mobile suppliers. BT will help assess the new offers and make recommendations for both further negotiation and adoption. Migration services When it is necessary to migrate users from one rate plan to another, from one type of contract to another, or even from one mobile operator to another to achieve the most cost efficient mix. Policy implementation BT can also assist you to develop and implement a mobile strategy and policies and to achieve the savings that have been identified through the standard service modules. Demand management The analysis and implementation of cost saving initiatives, including the control of procurement processes using demand management principles. For example, making users aware of their own mobile spend and aware that it is being reported and monitored; introducing tighter policies on acceptable calls from mobiles, barring services like picture messaging or premium rate calls; encouraging substitution of mobile calls with calls made from a desk phone whilst in the office, or calling cards when roaming; reducing the frequency of replacement of devices and introducing standard company handsets; discontinuing low usage devices and the devices of employees who have left the company. A complete contract compliance check to compare the invoice from the mobile operator with your contract. BT proactively checks that contract rates have been properly applied to all invoices. It may highlight incorrect charges raised against the contract, along with wrongly applied tariffs. 4
Why BT? BT has an established reputation for delivering global solutions to help large organisations control and reduce their mobility costs: Extensive enterprise experience We already support more than 200,000 mobile users across more than 90 countries and 220 mobile operators, helping some of the worlds largest users of mobile services to reduce their costs. BT is not a mobile operator Unlike the mobile operators, we are not driven by growing Average Revenue Per User (ARPU) but by saving costs for our customers. Extensive global data & tariff handling knowledge Mobile operators across different countries use very different data and tariff structures. Expertise in handling the high volumes of call data and billing data from many mobile operators is essential to saving you money. BT GS points to its long history and deep expertise around telecoms analysis, regulatory issues, and global data and tariff knowledge, but IDC believes that the fact that this solution is mobile operator independent could very well be the key differentiator that multinational corporations are looking for. BT Global Services: From Telecoms Expense Management to Mobile Network Life-Cycle Services, IDC, 2009 Unique intellectual property and tools for analysing and auditing your mobile estates BT has real world professional services experience that allows us to drill down and understand your mobility cost base. Extensive local legal and regulatory expertise Our experience in managing contracts and negotiations for our customers across many geographies is unrivalled. Wireless & Fixed Expense Experts Extensive Enterprise Experience Local Legal & Regulatory Expertise BT Managed Mobility Expenses Focused on cost saving, not ARPU growth Offices worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2010. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No: 1800000. PHME 59771 Mobile Operator Independent Deep Audit & Analysis Experience & Tools Fig 3: BT Managed Mobility Expenses Global Data & Tariff Knowledge 5