So how can such a diverse communications landscape be managed? A recent survey undertaken on behalf of Vodafone Global Enterprise highlighted that this remains one of the biggest pain points facing large corporates. Yet for many, their vision of success in effectively tackling this problem was limited to seizing back control of telephony expenditure.
In a global organisation, the CIO will typically be faced with an environment in which thousands of employees across multiple geographies will be using an array of mobile voice and data devices, supplied by a variety of different suppliers.
So how can such a diverse communications landscape be managed? A recent survey undertaken on behalf of Vodafone Global Enterprise highlighted that this remains one of the biggest pain points facing large corporates. Yet for many, their vision of success in effectively tackling this problem was limited to seizing back control of telephony expenditure.
There are technologies and applications readily available today that enable multi-nationals with complex communications infrastructures to go much further. And today’s reality is that enterprise businesses increasingly have a need for a wide variety of different services to meet individual points of stress.
From a telecoms expense management tool right up to a fully-managed global solution, businesses can now access affordable, easy-to-implement solutions to almost any communications challenge. And in streamlining and simplifying the organisation’s fleet of devices, this provides the perfect springboard for a more fundamental re-engineering of the business, one which incorporates, for example, fixed/mobile convergence.
And, by adopting a truly unified strategy, communications moves for the first time from cost centre and barrier to progress to that of true business enabler in driving greater competitiveness.
An enterprise-wide response
So what might a best practice telecoms management solution look like? An ideal response should offer a fully-managed service, one which brings enterprise-wide fixed and mobile logistics and expenditure into a single online management administrator dashboard or portal.
By integrating such key applications as expense management, device ordering, inventory management, device configuration and multi-supplier contracting, this gives organisations a clearer and more complete view of their full telecoms environment across all carriers. And, critically, this reduces the complexity of managing multi-national fixed and mobile connectivity.
As a fully-managed solution, it provides an environment in which the business can better control key aspects of its telecoms service. And, in taking charge of each process - from tariff optimisation to dispute resolution - this frees up the enterprise to focus on its core business.
At the same time, it should be commercially available as a truly global solution, one which matches the footprint of the customer rather than that of the provider. And, by providing broad functionality within a customisable, modular solution, this allows each business to adopt only those elements which are most appropriate and grow at a pace which suits the business.
A single global contract should be supported by 24/7 support, a single point of contact and appropriate technical support and underpinned by a single unified Service Level Agreement (SLA).
By combining expense management with managed services in this way, this not only enhances operational effectiveness but improves management efficiency through working with a single supplier. However, the full benefits will only be realised if the resulting integrated solution does not compromise the quality of each individual component.
This can be secured by adopting a single platform which comprises best-of-breed components from market-leader software providers, supported by a comprehensive service layer which provides consistent support, irrespective of geography.
Measurable benefits
As part of a single SLA, a best practice service provider can also commit to delivering quantifiable savings.
Based on Vodafone Global Enterprise’s own experience to-date, the company has agreed savings with customers of around 15-20 per cent on their overall telecoms spend, a substantial return in what is typically one of the most significant areas of corporate expenditure. This ranges from five-ten per cent in the area of dispute resolution and 15-20 per cent in inventory and usage management, to as much as 20-30 per cent which can be saved in better sourcing management.
Based on the evidence of previous projects, the greatest impact on savings is most likely to be found in improved management of contractors and suppliers and ensuring individual end-users are on the correct tariffs.
Savings are also there to be made through reduced telecom management overheads, instant ‘adds’, ‘moves’ and changes in line with changing staffing requirements. Improved security for mobile devices, identifying redundant services and allowing end-users to ‘self-service’ are also fertile areas for efficiency improvement.
By taking off the blinkers as to what can be achieved in this way, the adoption of a comprehensive telecoms management solution can help the business achieve five key objectives:
• Gain visibility and control, by aggregating information for all fixed and mobile services across all geographies visible in a single portal, so enabling control of devices, tariffs and services
• Optimise their spend, by identifying and correcting billing errors, managing contract violations and negotiating with telecoms vendors to reduce overall spend
• Secure their telecoms environment, by implementing and controlling a mobility policy and preventing data loss from the organisation
• Simplification of processes, by managing the telecoms estate on behalf of the customer, including ordering, billing, device and contract management
• Enhance the end-user experience, by providing the ability to upload/download apps, order devices and provide security against handset loss
Looking ahead
In recognising the key role that communications can – and must – play within the broader business strategy, companies are also starting to explore exciting innovations in such areas as machine-to-machine, as they look to generate new business and revenue opportunities.
Any successful solutions development strategy must start by getting the existing fleet of devices under strong control, optimise existing usage and spend and simplify telecoms processes within a fully secure environment.
Yet more broadly, it means implementing a future-proofed global telecoms management solution that will provide the essential platform for the new technologies that will drive the business forward in the years ahead.
