Whether your company is small and starting out or an enterprise with headquarters in many countries, telecom is essential. As such, the expenses of are a necessary cost. But there’s a difference between anticipated and necessary. Fortunately there are often opportunities to control costs. In this post we cover the benefits of telecom expense management.
What is Telecom Expense Management? And how is it done?
Telecom Expense Management is the practice of centralizing controlling a company’s wireless, landline and data needs. For a smaller business, that might be a single landline and a handful of mobile devices, in addition to whatever carrier plan fits their needs and spend requirements. For larger businesses, landlines, devices and carrier plans often have to factor in location and department needs.
Telecom expense management (TEM) varies from company to company. Some choose to manage the process in-house, which can be resource-intensive. Others outsource to TEM providers, experts that specialize in this practice. To be clear, a company with no expense management controls around their telecom needs is not set up to succeed. But having those controls is only a step in the right direction. The way a company manages telecom expenses determines the success of their program. Here are a few examples of areas in TEM that make this abundantly clear.
1). Device Management
A company is looking to provide its rapidly growing sales team with mobile devices. Exploring their options, they find the best carrier for their needs and order 45 phones with a nationwide coverage plan. Most of the phones will go directly into the hands of the reps, but 10 are held in reserve, as spares. When a phone inevitably needs repairs, it often takes days just to learn it’s not fixable. Dumping the old one, the company plans to use one of the spares, after transferring all the necessary information and software on the new device.
What’s the problem here?
There are a few. First, this company may be limiting itself to the best plan it can find. It’s not their fault they aren’t in the TEM industry, but it will cost them.
Second, having too many spare phones is an idle asset disaster. Depending on the quality of the device, that reserve could easily cost $10,000. Planning for the worst is always a good idea, but too many spare devices on the books isn’t doing your company any good.
Third, all devices should be wiped before they are disposed of. That goes double for a corporate device which may have sensitive company information on it.
One of the benefits of telecom expense management is not having to worry about excessive spend around device management. The right provider can keep support a mobility program by helping with carrier negotiations, avoiding a mountain of idle assets and maintaining proper life-cycle-management protocols.
2). IT Support
A company wants to provide mobile employees with in-house support. While initially thinking the current members of the IT department can fulfill this need, a conversation with the department head reveals mobile devices aren’t in anyone’s wheelhouse. Not wanting to slow down, the company roles out IT support as they begin the search for another head. This support is limited to 9 to 5 on weekdays only.
What’s the problem here?
IT is a big umbrella. Expecting the department to carry these additional support duties is expecting too much. Unfortunately, support for computers and support for phones aren’t easily translatable. Simply put, supporting TEM requires expertise.
Additionally, internal support stretches the IT team thin while limiting employee access to specific hours. Accidents can happen at any time. If a phone fails late Friday, it may take until late next week before the problem is solved.
The right TEM provider can offer expert support with better hours of coverage. Outsourcing TEM also removes the burden from IT staff. Cost control is often held high, but employee time savings is another benefit of telecom expense management.
3). Platform Solution
A company decides on a TEM provider that appears to offer everything a business could need: 24-hour support, device management, partnerships with software providers and a hefty bit of cost-savings. At least, that’s what it says on paper. Outsourced support is a source of frustration for the reps trying to troubleshoot device issues. Additionally, to navigate all the software and its administration, employees and managers have to juggle multiple logins for disparate systems. What’s more, the software itself is far from user-friendly. For all the cost-control promises, there always seems to be a reason for missing that number.
What’s the problem here?
One of the clear benefits of telecom expense management should be the prevention of headaches, not the creation of them. Issues with support is a major red flag. If the TEM experts don’t seem to be solving problems, they aren’t the experts your employees require.
Many TEM providers have old systems stitched together from multiple mergers and acquisitions. These can create frustrating experiences for employees and administrators alike, not to mention the security issues. A stitched together platform has multiple points of entry, or more vulnerabilities for cyber criminals to exploit.
Finally, if a TEM provider isn’t delivering on their promises, they’re not the TEM provider for your company. Fortunately, the TEM space is full of competitors, and one of them may offer the solution that fits your needs.
What does Motus offer?
Motus is a unique provider in many ways. While our offering is specific to Wireless Expense Management (WEM), it also provides flexibility. Some companies may want support for both a BYOD program and a corporate liable device program. We’re the only ones that can do both. We work with multiple carriers to ensure customers have the best deal available to them. The quality of our support team and our single platform also set us apart. Interested in learning more? Read about our mobility offering.