The Evolution of TEM to CLM:
How to Deliver Value through Effective Management
across your Communications Lifecycle
Presented by
Gary Langfitt, President of Expense Management Services
Carl Friedholm, VP of Information Technology, Cass Telecom
Rapid
Change
“Our 2011 survey showed that
57%
of IT decision-makers either
actively
prohibited or discouraged
the use of non-sanctioned
apps and devices.
Just a year later, attitudes have clearly changed and enterprises
can actually be said to be largely
embracing consumerization
,
with
60% of firms allowing
employees to use consumer apps
and devices in the workplace”
It’s not just the devices, it’s now the OS as well
3 © Cass Information Systems
Gartner predicts that through 2017,
90 percent
of
enterprises will have
two or more
mobile operating
systems to support. According to Gartner, in the past
year, many companies have moved to
Apple's iOS as
their main mobile
device platform, with others to follow
over the next 12 to 18 months.
5
The Evolution of CLM
© Cass Information Systems
Integrated view of
managing
communications
services, devices, and
apps
Communications as a
strategic differentiator;
key to customer
intimacy, employee
satisfaction
2012
Year of the Tablet
and
“i-everything”
Managed
Services delivers
value to
communications
Consumerization
of IT, BYOD
takes hold
Manage the
Device - MDM
2011
Globalization of
Business and
Telecom
New
stakeholders
take interest
Holistic Lifecycle
approach
across the
business
2010
Provision and
deploy
BlackBerrys for
select users
Services and
Support grows
in importance
2006
“TEM” emerges
for outsourced
Wired line
Invoice
Management
Cost cutting and
savings focus
2002
Manual
process to
audit invoices
historically
Shared
savings model
2001
Communications is strategic
for empowering
productive employees and connecting to customers.
The days of disparate management of telecom in “buckets” are over.
No longer will enterprises look at
wired, wireless, and MDM
as separate concerns.
DIY is over. Software is not the answer.
The market demands
managed services
for an umbrella solution.
An integrated, holistic management approach including
processes, technology and skillsets
for
sourcing, ordering,
securing & managing
fixed and mobile
telecom is critical.
What our Customers are Telling Us
They want to support iPhones, ‘Droids
and tablets for the potential
productivity benefits
Employees want to work from
convenient places, at convenient times
from the technology platforms of their
choosing.
IT and Network staffs feel like they
can’t stop the tide. They have to do
something, they have to try to control
this wave, but they’re not sure how.
Over the next
5 years
shipments of tablet
computers to enterprises
are expected to increase
at a compound
annual growth rate of
Rising from 13.6 million units in
2011 to 96.3 million units in 2016.
Source: Forbes, May 2012
48%
1
Consumerization of IT
Employees are driving technology
directions within the enterprise more
and more (BYOD)
2
3
4
5
6
The Drivers of Change
Role of the CIO
CIO’s are becoming much more
strategic and thought leading within the
enterprise
Strategic Sourcing
Demand for sourcing as part of the
communications lifecycle is growing for
technology migration and planning
Centralized Viewpoint
Desire for centralized view of fixed and
mobile telecommunications including
corporate & personal owned
Convenient Reimbursement
Electronic payments anywhere in the
world, pay direct to employee bills, pay
in any currency with conversion
Managed Services
Shift from self-managed to outsource
non-core telecom functions including
A Modern Lifecycle Approach
Strategic
Sourcing
(Benchmarking, RFx, Professional Services)Provisioning
(End User Interface,
Services Catalog,
Order Management
Workflows,
Reporting)
Mobile
Device
Management
(Security, Policy Enforcement, Application Deployment)Order &
Deployment
Management
(Support, Delivery, Spares Inventory, Custom Configuration, Recycling, Reporting)Inventory
(Fixed & Mobile, MACD tracking, Reporting, Discovery & Authentication)
Audit &
Optimization
(Usage Monitoring,
Reporting, Dispute
Management,
Reporting)
Invoice
Management
(Processing,
Allocation,
Payment, Analytics,
Payment)
Covers Fixed or Mobile services & assets,
Whether corporate or employee owned (BYOD)
9 © Cass Information Systems
Communications
Lifecycle
Eliminates manual processing of thousands of invoices. Avg. days to process: 1.4. Reconciles invoices and presents accurate financial reporting by store.
Case Study:
RITE AID
1,640 corporate issued mobile devices
Invoice
Management
Eliminate manual processing of thousands of invoices. Reconciles invoices and presents accurate financial reporting by store.
Audit &
Optimization
Global ACH
Payment
Network
Cass moves funds via electronic ACH payment network. Reduces late payments and store disconnects.
funds
Carriers
End to end visibility and control for wireline and mobile
assets and services across 5,259 locations
$1.9M annualized
savings
Outsourced
Mobility
Management
Creates end to end visibility for managing mobile devices from provisioning to recycling. Savings from proactive planning and management.
Centralized
Ordering Portal
Enforce policies through online catalog of devices and services. Reduced rogue purchasing. Monitor carrier for performance in delivering devices and services. Up to date information for financial and
HR reporting systems. Visibility and control through accurate, centralized inventory of assets and services
HRIS
Integration
5,259 locations, 23,760 BTNS, 1,040 invoices/mo.
Corporate
Policy
Company establishes corporate BYOD policy, determines rules for employee subsidy amounts.
Cass Enables
Employee
Enrollment
Cass BYOD program facilitates Web enrollment which includes
management of policy adoption. Employee uses Cass Web application
to register device and agree to policy, which may include provisions to manage security.
Employee
Opts In
HRIS
Integration
Cass system verifies employee eligibility, rules for stipend amount and employee cost center.
Cass Payment
Network
Cass moves funds via the Cass electronic payment partnership network, whose members include AT&T, Sprint , Verizon and others.
GL files
funds
Employee receives credit from wireless provider on monthly bill
Employee
Bill Displays
Credit
Sends invoice to
employee
Still
Employed
?
RemoveYES
NO
Change
?
Cass Adjusts SubsidyYES
MOBILE
$
MART
FACILITATES DIRECT TO CARRIER PAYMENT AND POLICY ADOPTION
Case Study
Mixed Liability Supporting BYOD
11 © Cass Information Systems
BENENFITS FROM OF AUTOMATING COMMUNICATIONS LIFECYCLE MANAGEMENT
Reduce monthly carrier
expenses 5-15%
1
2
Increase operational efficiency,
by eliminating manual
processes
3
First year ROI from managed
approach to CLM
5
Operational, security &
financial management
6
Greater visibility and
responsiveness that increases
employee satisfaction
7
Resulting Benefits
Adds processes and workflow
to support new technologies
4
8
Align IT with business
constituents such HR, Finance,
Increase employee
Embrace the New Communications Model!
13 © Cass Information Systems
