Peer to Peer Magazine

March 2011

The quarterly publication of the International Legal Technology Association

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BEST PRACTICES • This evaluation is often best managed by experienced TEM consultants who can leverage third-party benchmark databases and have TEM-specific negotiation skills and relationships • Look to improve SLAs, terms and conditions Automate TEM Processes: If designed correctly, automating TEM processes can deliver continued ROI. Automation has the added benefit of providing organization-wide policy consistency and enforcement. Start by migrating from paper to electronic formats for invoices and contracts. Evaluate your current telecom management activities, and identify manual or paper- intensive steps as candidates for reengineering. Automate processes across the entire TEM life cycle, including: • Procurement/provisioning/help desk • Asset management • Contract management • Invoice auditing, approval and exception processes • Charge allocation • Payment and invoice reconciliation • Wireless optimization • Mobile device management • Billing/invoice presentation • Reporting Document Your Policies: Organizations need a strong TEM governance, risk management and compliance (GRC) policy to ensure that they are effectively controlling the costs and risks associated with telecom assets and services. This is especially true for the increasing deployment of mobile devices and services. Recent studies show that organizations with GRC policies are more likely to achieve significant cost savings than those that do not. These policies should include entitlements, security, acceptable use and procurement, and they should be consistently enforced throughout the organization. Implement Activity-Based Chargeback: Organizations experience up to 30 percent lower costs when users don’t perceive telecom services as free. While most organizations provide some form of chargeback, it is usually not activity- based and does not provide end users with easy access to information. Visibility into telecom activity promotes responsible use. Create a Telecom Performance Management Plan: Your performance management plan should include 12 www.iltanet.org Peer to Peer organization-wide key performance indicators (KPI) and SLAs, so management can track and measure TEM performance against the established cost baseline. Design real-time dashboards, alerts and reports around these KPIs and SLAs to proactively optimize the TEM environment and related savings. Consider Outsourcing: Many organizations do not have the knowledge or specialized expertise to manage the complicated aspects of the TEM life cycle. TEM also provides a great opportunity for organizations that have made the strategic decision to outsource noncore, back- office functions. Telecom expenses account for a significant percentage of an organization’s total budget. Implementing a TEM strategy based on these best practices can significantly reduce overall telecom spending and operational costs. ILTA John Franconere is the Director of Sales Operations for Strategic Products and Services (SPS). SPS is a global system integrator that designs and implements technology solutions to help customers become more efficient and competitive in their markets. John has over 10 years of experience working with enterprise clients to develop managed service solutions to support their voice, data and carrier needs. He can be reached at jfranconere@spscom.com. John Venditti is a Vice President at MTS, a global provider of Telecom Expense Management (TEM) Solutions that empower enterprises to extract maximum value from their telecom assets. John oversees MTS’s consulting practice where he helps customers implement TEM best practices across their enterprise. He has more than 20 years of leadership experience in the telecom, legal, financial services, healthcare and technology industries. John can be reached at john.venditti@mtsint.com.

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