1. Communications Lifecycle Management
February 2015

2. Agenda
About you – current situation and goals
Expense management challenges
CLM value proposition
Case studies
Why Dimension Data?
NexTEM CLM capabilities

3. Customer XYZ – current situation
Provided by Account Team
Vendors
Geographies
Technology migration / IT strategic plans
Business pressures
Existing TEM vendor? Challenges?
Add notes about the client situation here – vendors, external pressures, internal challenges, IT strategic plans, etc.
Also existing TEM vendor? Is it managed service or BPO? What challenges is the client having with their current vendor?

4. Fixed and mobile communications services are among the top five business expenses
Gartner Report – Moving toward COPS
Dimension Data acquired Xigo, a CLM company, because CIOs told us that cost management matters. In fact, with the global economy still recovering, IT budgets continue to be under constraints of reductions, causing CIOs to look at ways to become more efficient and reduce any wasteful spending. TEM, which is a component of our CLM offering, assists Clients in finding and cutting waste in order to fund IT projects and reduce budgets.

5. Obstacles to savings
Lack of standardized invoice presentation
Poor reporting; lack of cost visibility
Distributed invoice receipt and payment
Inability to match services to employees, business purpose or location
Mismatch between orders and invoices
No validation of contract terms and rates
Services fit for purpose as conditions change?
“For many organisations, using a TEM provider is the only cost- effective way to get the program management capabilities they need to control spending on telecom services.”
Many large organizations are challenged to reduce this top-five expense. Why? Here are some of the reasons.
(click) That is why Gartner says…

6. Our view of Communications Lifecycle Management (CLM)
Operate
Transform
Innovate
Transform
Discover and validate all telecoms assets and configure inventory
Optimise CLM environment with a low-risk solution
Operate
Improve governance of invoices, contracts, inventory, consumption and service provisioning
Visibility into the telecoms estate and optimisation enablement
Lower TCO while using limited headcount more strategically
Innovate
Decision analytics to support business-critical evaluations
Technology advice inside and outside the firewall
Sourcing Management
Ordering and Provisioning Management
Capacity Management
Inventory Management
Business Intelligence
Reporting
Fixed Mobile
Invoice Management
Dispute Management
Over time the CLM market has evolved from manual audits to systems for invoice management and dispute management to what Gartner now defines as six functional areas for fixed and mobile networks, surrounded by reporting and business intelligence.
Dimension Data’s view of CLM is broader, incorporating an IT Service Management (ITSM) methodology to utilise the NexTEM platform to Transform, Operate, and Innovate on your communications estate.
We bring a lifecycle of solutions: Reactive, Interactive, and Proactive solutions – to meet your goals of increasing visibility, maintaining control, reducing costs, and increasing operational capability

7. 6 2 4 1 5 7 3 Driving savings Redeploy staff resources strategically
Decommission unused services and devices 4
Identify erroneous or fraudulent charges 1
Audit and manage the carrier 5
Renegotiate as conditions change 7
Streamline 3
Track and manage usage
Here are seven ways the CLM service can drive savings in your organisation

8. Case Studies
Let’s take a look at a couple of examples where CLM was able to have a significant impact on a client’s business

9. Case Study | Global Insurer (Outsourced Model)
Challenges
Limited visibility and control over expense allocations
Overpaying for improperly billed services
Consistent late payments and late payment fees
Lack of inventory visibility hindered planning
The Solution
Implemented NexTEM platform with customized allocation
Invoice media project to convert paper invoices into electronic media
Perform inventory discovery and configuration project to document valid inventory
Deployed Senior Auditors to conduct thorough contract compliance audit
Researched and configured over 100,000 rate elements into audit tables
Gain visibility and control
Optimisation and cost reduction
Invest in next generation environment
Outcomes
Immediate improvements in visibility and reduction in late fees = $100k annually
Within first 6 months obtained $72k in credits, $470k in annual cost reductions and identified $500k in additional cost reduction opportunities
Identified and documented inventory to enable SIP trunking migration planning
Secured over $800k in refunds/credits; reduced run rate by $600k annually
See case study on Wired for more details. The client is Liberty Mutual.

10. Case Study | Global Manufacturing – Electronics (Managed Service)
Challenges
Limited visibility to global network assets and costs
Lack of control for order-to-pay
Meet internal goals for spending reductions
Inventory control for acquisitions / divestitures
Solution
Implemented NexTEM technology, first in North America and then phased to other regions
Perform inventory discovery and validation project to gain control of telecom assets
Added EMEA AsiaPac, and LatAm into NexTEM workflow to gain visibility to regional spend
Implemented fixed line order process to gain control of “procure-to-pay” workflows
Researched and configured rate audits for over 10,000 circuits/lines into audit tables
Benefits
Realised savings in first 18 mos = $6.8M annually from increased visibility in North America
Immediate improvement in visibility to billed and valid services
Realised additional $7.2M in annual savings for EMEA and $4.6M in annual savings for AsiaPac by gaining visibility to provide services governance
Managed order to pay for over 1000 orders affecting thousands of lines with full change control into the CMDB
Realised first-time capability to validate contract rates for telecoms services resulting in dozens of claims in first year
See case study on Wired for more detail. This client is the world’s largest chip manufacturer (name withheld on request from the client).

11. Case Study – Global Financial Industry
Challenges
Top business priority is to maintain responsible corporate citizenship and drive $10bn in cost out of the business
Challenged by governance and control issues created by fragmented systems serving 63,000 employees in 130 countries
Gain visibility and control
Optimisation and cost reduction
Invest in next generation environment
The Approach
Provide visibility of entire IT infrastructure in order to plan, deliver and manage a complete solution for telecom, networking and mobility
In-depth technology assessment and audit of over 220 sites
Optimise infrastructure including inventory build, roadmap, IT process & governance review
Telecom and network expense management services including order, invoice, dispute and inventory management
Save…
$3.6m in initial savings (estimated)
Capture savings otherwise lost to complexity and duplicated or unused services
To Invest
A single global IT template for the next generation environment
Improved collaboration and automation
See WOW announcement for AIG for details. This project is currently in the Transformation phase.

12. Why Dimension Data?

13. Competency across geographies
Asia
Employees: 2,045
Offices: 38 in 13 countries
Certifications: 3,062
Europe
Employees: 2,217
Offices: 65 in 16 countries
Certifications: 2,777
Middle East & Africa
Employees: 6.878
Offices: 44 in 23 countries
Certifications: 3,348
Americas
Employees: 1,923
Offices: 22 in 5 countries
Certifications: 1,150
Australia
Employees: 2,058
Offices: 18 in 5 states/territories
Certifications: 1,930
Dimension Data
We cover the globe with presence in 58 countries, and a Preferred Partner program to reach an additional 114 countries
Presence in 58 countries with
preferred partners across an additional 114 countries
Preferred Partners

14. “Any invoice – any format”
We interface electronically with many of the leading global carriers via Electronic Data Interchange (EDI), web downloads, XML, and CD parsers. For those we don’t yet interface with or those who cannot offer a B2B interface, we can process paper bills at our invoice receipt centers around the globe.
Note that these are just examples; we have over 500 electronic parsers.

15. Dimension Data and the COPS leaders quadrant
challengers
leaders
“The company's ability to provide expense management in support of fixed and mobile service contracts is rated Strong Positive."
Dimension Data
NEC
Orange
CSC
Atos
HCL Technologies
BT Global Services
Wipro
ability to execute
T-Systems HP
AT&T
IBM
NextiraOne
Accenture
Getronics Workspace Alliance
Cisco
Verizon
Telefonica
Siemens Enterprise Communications
Vodafone
Avaya
1. Gartner, ‘Magic Quadrant for Communications Outsourcing and Professional Services’, Eric Goodness, Christine Tennesen – 20 December 2012
niche players
visionaries
completeness of vision
As we noted a moment ago, adding CLM into the Dimension Data portfolio had an almost immediate effect on Gartner’s perceptions of our capabilities with respect to Communications Outsourcing and Professional Services. Our CLM Service Unit adds capabilities that help us to identify and reduce wasteful telecommunications spending for both fixed and mobile communications and to become more efficient in optimising the Client’s spend. This addition increased our position in the Leader’s quadrant and has us contributed to our positioning as the highest competitor in ability to execute.

16. DD CLM differentiators
Unified View
Fixed and Mobile
Voice and Data
National and Global
Global Presence
58 countries
18 support languages
Preferred partners in countries
Protected for
Security
Sovereignty
Privacy
On Time, Every Time
World’s best at execution
Over 6,000 clients worldwide
Oversight with Joint Action
Governance
One Stop Shop
We understand the entire end-to-end enterprise network
We help you from Procure to Pay as we Transform, Operate, and Innovate your communications estate
Global presence – AIG, HSBC, LexisNexis have all left our TEM competitors for true
Unified view – How many of our competitors have fixed and mobile, voice and data, globally in a single platform?
One Stop Shop – Legacy TEM vendors are focused only on the traditional carrier spend elements. The enterprise cares about hardware, software, security, productivity, etc. in addition to bandwidth and switching. Dimension Data sees the whole picture.
Per Gartner, the world’s best at execution.
Our Joint Action Governance process provides clear oversight of the project and deliverables and has been proven in thousands of projects around the world. More about this on the next slide.
Security, Sovereignty, Privacy: The desired outcome is to protect the privacy of your citizens/employees, utilizing data security technologies, processes, and people and the various data sovereignty protection laws in place.

17. NexTEM Capabilities
Let’s go into some detail about the NexTEM system and how it is used during the Transformation, Operate, and Innovate phases.

18. Management oversight throughout the transformation
Discovery and Visibility
Operate & Improve
Communication
Lifecycle
Management
Invoice Management
Audit and Cost Containment
Cost Allocation
Order and Inventory Management
Governance & Reporting
Sourcing and Contract Negotiation
Global Implementation of Managed Communications Tools
Global Telecom Asset Discovery
Process Improvement
Joint Governance
The NexTEM platform provides a set of tools which the Client – or DD – is able to use to manage the entire lifecycle.
We start with a discovery process to provide visibility of all services – performing global telecom asset discovery, assessing the environment for improvements and establishing governance processes. As all of the information that we discover is collected, it forms a baseline for your ongoing process.
We start at the top of the wheel with Expense Management which includes Dimension Data’s receipt of invoices from all of the your telecoms carriers. We normally will receive this in an electronic format which provides the most amount of invoice granularity. That enables the client to associate costs of providing services to the cost centres that use the services and also automates the feed of costs to your AP systems. This all forms the basis for the entire lifecycle – and enables audit and cost management functions for both fixed and wireless services.
Next we have order and inventory management, which is a set of processes to ensure that client has a complete listing of all services – sort of a CMDB. Ordering includes all of the process flows to create a request, have it approved, and manage that order to completion with the service provider.
The management console and common features provides a full suite of management information for the Client to utilise in planning and managing delivery of services to their end user community.
And – for mobile services, Employee and Policy Management is the set of processes to identify entitlements for each of the user groups and providing visibility to the expenses.
As we stated earlier we offer a full suite of services around the process, including initial consulting, carrier contract negotiation, provisioning support, inventory discovery, audit and dispute management and other services. These services are what provides you with the greatest ability to provide value to your enterprise.

19. Operate: Our Lifecycle Management Process
Order & Change Management
Expense Management
Circuit Provisioning
QTE Circuit (Opt)
MACD
Request
Asset Management
Invoice Management
Dispute Management
Inventory Management
Site Survey
(ADD)
QTE CPE
(Opt)
Order / Change / Disconnect Circuit
Order CPE (ADD / Change)
Deploy / Dispose CPE
Ensure Circuit is Up
Begin Remote Monitoring
Create and Maintain Inventory Records for CPE & Circuit
Upload Telco Invoice
Create and Track Dispute Records
Send for Payment Approval
Generate A/P Feed
Stage & Configure CPE
Track Circuit Status
Joint Action Governance (Track and Manage) & Reporting
CPE is Up
Interact with Carriers to Realize Savings
Reconcile Inventory to Invoices & Orders
Audit Cost Containment
Reconcile Invoice Against Contracts & Rates
Send for Dispute Approval
Reconcile Invoice Against Inventory
Deploy Engineer
Add – the full solution above
Change – increase or decrease in bandwidth – which may only a circuit change or based on existing CPE, will require a change in CPE. Plus circuit turn up-field service
- possibly no CPE of field services if increasing bandwidth on existing service
Disconnect : remove the circuit and dispose of CPE, take off contract and inventory
Add additional services – (ex: VoIP) : configure CPE to support new services
Broadband helpdesk – accept a ticket :: carrier manager

20. Innovate - How do we free up the value?
Enterprise Client
Service Providers
Internet
MPLS
Cloud
Voice
Mobile
Dimension Data Traditional Strengths
Conferencing
CLM
Client’s Challenge
On average we typically reduce client telecoms cost by 10-30% whilst giving us end- to-end visibility of the network; this in turn makes budget available for re-investment in the optimal strategic IT projects and services to reinvigorate the network
The key is being able to see inside and outside the firewall. No other CLM vendor will understand the client’s physical assets, while no other systems integration would have a complete view of all the telcoms services. With this end-to-end visibility we can, for example, recommend an optimal SIP Trunking migration strategy based on your network architecture and your usage patterns and contract rates, along with your desired business outcomes.

21. NexTEM architecture AP HR Telecom Admin Manager Employees CSR
Allocation
Employee
Information HR
Telecom Admin
Oversight Policy
Control
Carrier Mgmt
NexTEM CLM
Single DB Repository
Manager
Disputes
MACD Requests
Approval
Manage Employees
Electronic
Invoices
MACD Requests
Self Management
Review
Service Management
MACD Processing
Help Desk
Employees
CSR
This diagram depicts NexTEM at the centre as the repository of the client’s CLM environment. On the left, various carriers send us (or we pull) electronic invoices into NexTEM. We also typically receive a deed of the client’s employees and cost centres. Invoices are tied to employees and/or cost centres and the allocation information is fed electronically into the client’s Accounts Payable (AP) system. If the client uses us for order fulfillment (fixed and/or mobile), the MACD requests come to our Customer Service Representatives (CSRs) who work them with the carriers to implement them. The CSRs also work disputes with the carriers if the client uses us for dispute management.
On the right side, the client Telecom Administrator has full oversight and control of the entire CLM program. They can optionally enable Manager’s Portals and Employee Portals to give compartmentalised visibility and control down to the department manager or user level.

22. Flexible service options – CLM Managed Service
Included?
Invoice Loading & Data Management x
Self Service Reporting
Self Service Asset & Inventory Tracking
Automated Invoice Validation
Automated Cost Allocation
Automated A/P Integration
Self Service Dispute Tracking
Self Service Order Placement
Help Desk support
The basic offering is Managed Services, which includes implementation of and access to the NexTEM application along with services to collect and load invoices. All functions of invoice review and approval, dispute management, inventory build and management, ordering, and reporting are handled by the client’s internal staff.

23. Flexible service options – CLM BPO Services
BPO Service - Fixed
BPO “A”
BPO “B”
Managed Service x
Invoice 1st Level Management & Approval
Order Fulfillment / Mgmt
Additional
Inventory Maintenance
Audit & Analysis
Validation Rules Review & Research
Contract Terms Maintenance
Contract Rate Maintenance
Dispute Management
Service Delivery Specialist
BPO Service - Mobile
BPO “A”
BPO “B”
Managed Service x
Invoice 1st Level Management & Approval
Mobile Order Fulfillment
Entitlement Group Maintenance
Inventory Validation
Validation Rules Review & Research
Mobile Audit & Optimization - Monthly
Mobile Audit & Optimization - Quarterly
Dispute Management
Employee Portal
Employee Device/Feature Chargeback
Service Delivery Specialist
There are different bundles of services for Fixed BPO and Mobile BPO. See SOW on Wired for details.

24. One-time projects Inventory build (logical or logical and physical)
Historical audit
Benchmarking
Contract sourcing (voice, data, mobile)
Enterprise Mobility Optimization
SIP Jump-Start

25. Invoicing and dispute management Provisioning
Demo
Dashboard
Inventory
Invoicing and dispute management
Provisioning
Reporting and decision analytics
Other tools
Next we will give a short demo of NexTEM. We will walk through the management dashboard, the telecom services inventory, invoice processing and dispute management, provisioning, the reporting and decision analytics modules, and a few other integrated tools such as the contracts module. See “Express Demo Script” on Wired for the demo flow.

26. Tim Colas Chris Paulen VP, Business Development Dimension Data CLM
Chris Paulen
VP, Pre-sales Solutions
Dimension Data CLM
Thank you, and feel free to contact either Tim or Chris on our CLM Global team with any questions.

27. Driving business value
Use this slide if presenting to the CIO where you need to fit CLM into the overall IT strategy.

28. Competitive Space : Strategic Enterprise Partner
Dimension Data
Accenture
Vodafone
Tangoe
Telecom Lifecycle Management
Single TEM Platform (SAAS) ✪ ★
In country ability to execute globally ✪★
Gartner C.O.P.S. Magic Quadrant Provider
Leader
Visionary
Niche
Not Qualified
Advanced Architecture & Delivery
Converged Communications
Security
Technology Lifecycle Management
Global Capabilities
Local Engineering Support (165 Countries)
Global 24 x 7 Op Centers
Global Procurement
Global Project Management
Global Physical Reach
Americas
Europe
Asia
Africa
On site Network Management
✪ : Complete
★ : DD Offer
Use this slide only if we are in a competitive situation with one of the large global CLM competitors.

29. Integrated consumption management
Call Accounting is not CLM!
CLM strategy is to integrate with one key partner regionally
Provides insight into TDMA ,SIP and Converged Comms consumption
Provides trunk capacity utilisation to optimise configuration efficiencies
Can be used to allocate shared trunks
Component to provide decision analytics of telecoms spend
Single NexTEM solution set
Use this slide only if you are proposing a Call Accounting / Telephony Management System along with CLM. NexTEM takes a summarised feed from the call accounting system to generate reports and allocate shared trunks, and provides a Single Sign-On (SSO) link into the call accounting system.