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Communications Lifecycle Management

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Presentation on theme: "Communications Lifecycle Management"— Presentation transcript:

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.


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