Case Studies Mobility Management

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Case Studies

Mobility Management

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Managing Mobile and Fixed Communications Expenses

ABOUT CALERO CALERO PROVIDES ENTERPRISE COMMUNICATIONS MANAGEMENT SOLUTIONS TO THOUSANDS OF

CUSTOMERS IN THE UNITED STATES AND MORE THAN 40 COUNTRIES WORLDWIDE, INCLUDING FORTUNE 1000 CORPORATIONS, UNIVERSITIES, AND GOVERNMENT AGENCIES. CALERO IS HEADQUARTERED IN ROCHESTER, NY, WITH ADDITIONAL OFFICES IN GEORGIA, OHIO, AND TENNESSEE, AND IS WHOLLY OWNED BY CLEARLAKE CAPITAL GROUP.

“We cut $15,000 in monthly

fees by eliminating

redundant technology

and services.”

- Derek Myers, Telecom Manager

The Calero solution helped Huhtamaki uncover unnecessary costs, duplication and waste.

BACKGROUND

Huhtamaki (www.us.huhtamaki.com) is a specialty packaging organization that provides many of the world’s most recognizable consumer goods packaging and food service containers, as well as the retail line of Chinet® premium disposable tableware.

The global organization had been manually managing the complex and resource-consuming task of processing mobile and fixed communications invoices. The decentralized process made it difficult to analyze and optimize telecom expenses and as a result, Huhtamaki’s internal staff was spending excessive time sorting and paying bills. Huhtamaki also wanted to optimize its mobile plans and reduce duplicate telecommunications equipment and services.

CHALLENGE

Huhtamaki turned to Calero to help them efficiently manage its fixed communications and mobility management for mobile communications. Calero’s solution manages the receipt and processing of Huhtamaki’s fixed and

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CASE STUDY: HUHTAMAKI

MORE SAVINGS WITH BETTER VISIBILITY

The Calero solution helped Huhtamaki uncover unnecessary costs, duplication and waste. Huhtamaki cut $15,000 in monthly fees by eliminating redundant technology and services. Having improved visibility into its telecom usage also helped Huhtamaki identify unused circuits in the network and realize more savings. For example, turning off just one unused circuit saves Huhtamaki $1,100 per month.

EXPERT MANAGEMENT OF CARRIER CONTRACTS & BENCHMARKING

Calero provides Huhtamaki ongoing support to ensure the solution’s success. “It feels like I have the support of an in-house telecom team based on the level of personalized service I get from our Calero rep as well as the visibility into invoices, usage and procurement we now have,” says Myers. “Calero provided a strong return on our investment. Not only did we realize immediate cost savings, but those benefits have continued to materialize over the length of our relationship.”

HUHTAMAKI’S FIXED AND MOBILE COST SAVINGS

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How Media General Cut Communications Expenses by 10%

“We needed to gain visibility

into our fixed telecom

spending and Calero helped

us reduce annual expenses

by 10%.”

- Ross Putney, Director of IT, Planning and Budget

The savings realized by Media General have more than paid for their investment in Calero solutions.

BACKGROUND

Media General (mediageneral.com), owner of over 24 daily newspapers, 275 weeklies, and 19 network affiliated television stations in addition to their related web sites and portals, wanted better control over its fixed communications expenses. The company had 145 locations across the southeast and 2,000 mobile devices nationwide which generated 267 monthly invoices from varied carriers and contracts. It was difficult to track and manage because corporate had very little central visibility into their overall communications expenditures.

CHALLENGE

Media General’s large southeastern organization evolved to the point where each of its 145 locations were managing their local, long distance, mobile, and data expenses in different ways. The resulting mix of contracts, carriers, devices and pricing agreements created multiple challenges for management. They wanted one central view into their telecom inventory, monthly spend, optimized rate plans, over-spending and process inefficiencies.

CALERO HELPS MANAGE EXPENSES

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CASE STUDY: MEDIA GENERAL

EXPERT MANAGEMENT OF CARRIER CONTRACTS & BENCHMARKING

When Media General’s large fixed telecom carrier contract was up for renewal, Calero Consulting experts applied their extensive industry expertise and customer benchmarking metrics to provide Media General’s current carrier a set of target expectations by service type, Although Calero was prepared to assist Media General’s RFP process, Calero was successful in renegotiating new terms with its existing carrier to create additional savings.

MOBILE OPTIMIZATION ELIMINATES COSTS

With almost 2000 mobile devices across multiple divisions, Media General was struggling to effectively manage usage, inventory and repairs. To bring its mobile situation under control, Calero evaluated the company’s historical mobile data and implemented its proven process to optimize the various carriers, rate plans and pools. Calero identified many zero usage and idle devices that were disconnected, giving Media General immediate cost savings.

AUTOMATING INVOICES CENTRALIZES INFORMATION

Calero now manages Media General’s invoice processing and payment. All bills come into the Calero solution and generate one simple monthly bill containing a detailed allocation of all costs including the cost of Calero services. Calero also handles the carrier bill payments. This provides Media General clear insight into its fixed telecom spend and efficiently provides end-to-end invoicing to payment workflows.

EXTENSIVE ONGOING BENEFITS

Calero simplified Media General’s overall purchasing and payment processes and consolidated the myriad of diverse fixed telecom invoices into one efficient system. The Calero solution provides Media General improved visibility

across the enterprise, more control and one centralized repository of telecom information.

The savings realized by Media General have more than paid for the investment in Calero solutions and they continue to realize additional benefits:

• Cost savings

• Accurate inventory of fixed services and mobile devices • Improved visibility into telecom spending

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Calero Helps Merial Cut Overall Telecom Costs in Half

“It’s a more streamlined,

efficient process, now that

Calero manages our entire

mobility expenses.”

- Ladonna Bryant, Voice Systems Manager

Calero provides a flexible, total solution for Merial including expense management, mobility management, help desk support and consulting services.

BACKGROUND

Merial (merial.com) is a world-leading, innovation-driven animal health company with over 6,000 employees in over 150 countries. With 2012 sales at $2.2 billion, Merial maintains 13 global research and development centers, and develops pharmaceuticals and vaccines through its extensive network of 17 manufacturing sites. One of its well-known products, Frontline®, places Merial as the undisputed leader in flea and tick control.

CHALLENGE

Merial needed a solution for managing every aspect of its Enterprise Mobility Management including its device inventory, procurement, approval workflows, service desk support, policy compliance, reporting and contracts consulting. Merial was already using Calero to manage its fixed telecom expenses which included managing the receipt and processing of its invoices from multiple carriers as well as using the Calero web portal to review usage and billing.

Merial added Calero’s mobile asset management solution which helped Merial cut overall telecom spending in half, reducing monthly costs from an average of $70K down to $35K per month. “Based on Calero’s high level of service, accuracy and visibility, client portal and resources, they were the right choice,” said Ladonna Bryant, voice systems manager for Merial in the U.S. “Calero immediately found redundancy such as unused circuits and excess mobile inventory. Without Calero’s service and portal, we wouldn’t see how and where we’re spending our budget on fixed and mobile communications with the same degree of detail, accuracy and oversight. It’s a major benefit to our business overall.”

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CASE STUDY: MERIAL

support and consulting services. Calero optimizes Merial’s telecom expense management for fixed and mobile communications resulting in significant cost savings and freeing internal staff to focus on other critical initiatives aside from billing and inventory. Calero’s mobility management, consulting and help desk support services are other initiatives Merial implements to gain efficiencies, best practices, save costs and maximize uptime for the enterprise’s mobile device users.

TRACK MOBILE DEVICE USAGE & EXPENSES

Merial’s managers track employee cell phone and data card usage and expenses to govern corporate usage policies. Now with the Calero mobility management portal, the managers easily check usage and expenses and are alerted when something unexpected happens. With increased visibility into mobile expense management, Merial holds end users and managers accountable for mobile usage and spending. The Calero portal provides the exact information that each manager chooses for managing each employee. The manager experience is unique to each person and very flexible. “Calero has changed the way we provision our mobile devices,” said Bryant. “We now rely on the usage data to develop detailed policies for who is eligible to receive a company phone and for managing the approval process.”

Calero proactively monitors Merial’s services, rates, contracts, carriers and inventory. When it’s time to renew, Calero helps negotiate the best contracts and rates. So far, Calero has helped reduce Merial’s mobile device inventory by 15 percent, resulting in significant cost savings.

Merial also relies on Calero to manage its special mobile projects. “If we have 150 employees traveling on business to another country where they will need mobile service, Calero handles all the setting changes on the devices and works with the carriers to ensure continuity of service,” said Bryant. “Then Calero makes sure service reverts back when the trip is over so we aren’t accruing any unnecessary costs.”

“Our account manager is onsite

every week and visible to our

employees.”

SUPPORT USERS FOR MAXIMUM BENEFITS

Calero’s account manager has also been vital to the success of the relationship. “Our account manager is onsite every week and visible to our employees,” said Bryant. “She is critical to how well our companies work together.” Merial’s end users are more comfortable having the onsite

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Growth in Mobile Devices Created Challenge to Internal

Resources

“Our partnership with

Calero makes everything

easier. They are consistently

productive, efficient and

cost effective.”

- David Cote, Manager of Network Engineering and

Telecommunications

Outsourcing Mobility Management to Calero helps Saint Francis Care improve quality of care while controlling costs.

BACKGROUND

The healthcare industry has seen an explosion in the use of new mobile technologies for enhanced patient care – growing by 2,500 percent. Saint Francis Care (www.stfranciscare.com), an integrated healthcare delivery system in Connecticut, is the largest Catholic healthcare provider in New England. The organization provides access to almost 900 affiliated physicians at seven major hospital entities in addition to a network of five major Access Centers and eight other medical office centers.

CHALLENGE

As Saint Francis Care’s overall usage in mobile devices grew and outpaced internal resources, the staff was

overwhelmed with the growing demands of configuring, ordering, and managing all the mobile devices.

“Mobile devices are critical to managing and expediting the entire patient workflow – improving the patient experience and quality of care,” said David Cote, manager of network engineering and telecommunications for Saint Francis Care. “We needed a strategy and a partner to keep costs down while serving users effectively and establishing flexibility for growth.”

GOALS

Saint Francis Care’s goals were:

•

Enable mobile management strategy aligned to business needs

•

Find a dedicated, skilled outside resource to handle device and plan setup with 24/7 support

•

Transfer primary support to outside resources and free up internal IT resources

•

Enable users to easily request, order and activate new devices using a secure custom portal

•

Optimize plans and pool minutes to ensure that users do not exceed minutes

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CASE STUDY: ST. FRANCIS CARE

SAVINGS SNAPSHOT

When Saint Francis Care was ready to buy tablet devices for hundreds of users, Calero experts found a vendor and negotiated a deal that saved more than 30% off of prices initially quoted by the carrier.

CALERO SELECTED TO PROVIDE COMPLETE MANAGED MOBILITY

Saint Francis Care partnered with Calero to manage every aspect of its mobility landscape:

•

Wireless expense management and reporting

•

Customized procurement portal

•

Device configuration and kitting

•

End user mobile help desk

•

Cost allocation

DESIGN TEAM SET DIRECTION

The Calero Design team assessed Saint Francis Care’s mobile plans and user requirements to optimize their plans. Calero Consulting Services evaluated vendors and negotiated pricing and terms for procuring new mobile devices. Saint Francis Care transitioned 95 percent of all frontline technical and mobile plan support to the experienced Calero Service Desk team.

Calero Service Desk experts now handle and resolve every mobility support need and keep managers apprised with support metrics and performance reports. To enable users to easily order and repair devices, Calero hosts a web portal to automate and track workflows, govern policies and free internal resources. Calero manages Saint Francis Care’s billing by breaking down carrier invoices by hospital department for direct allocation. Calero also provides detailed quarterly business reviews for managers, updating the number of devices, usage details, and the volume and resolution of support cases.

BENEFITS TO THE BOTTOM LINE

With Calero managing every aspect of its mobility landscape, the results have been dramatic. Saint Francis Care covered its costs almost immediately with its newly optimized mobile plans saving $12,000 to $18,000 per month. The organization cites significant benefits from having employees order their own devices through the Calero web portal, saving time and costs with its

automated approval workflow and policy. Saint Francis Care also saves time and resources with Calero managing its billing and sparing the need to internally review invoices to allocate costs appropriately. Calero’s flexible, customizable approach enabled Saint Francis Care to selectively hand off 95 percent of its support cases and significantly free its internal support staff. Those resources are able to now focus on priority support tasks since the patient experience is always the top priority for the Saint Francis Care internal support team.

“Our partnership with Calero makes everything easier,” says Cote, “They are consistently productive, efficient and cost effective—they more than pay for themselves.”

Saint Francis Care Enjoys the Benefits of Managed Mobility:

•

Monthly savings of $12,000 - $18,000 on wireless bills

•

Internal resources freed up to focus on mission- critical work

•

95% of mobility support cases transitioned to Calero

•

Employee experience enhanced with web portal for easy ordering & management

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Calero Manages UPMC’s Mobility for Big Savings

“Within 60 days of the

implementation start date,

the Movero solution

uncovered enough savings

to make the project

ROI neutral.”

- Robert Pavlik, Director, Strategic Sourcing

The Calero solution automated many previously manual processes and the UPMC staff was freed up to focus on more critical tasks.

BACKGROUND

UPMC, one of the nation’s leading non-profit health systems, has rapidly grown to become a $10 billion organization with global operations throughout the US, Europe and Asia. UPMC’s Children’s Hospital of Pittsburgh was ranked 9th on U.S. News’ 2012 Honor Roll of America’s Best Children’s Hospitals - its 13th appearance on the Honor Roll. Operating more than 20 academic, community, and specialty hospitals, as well as 400 outpatient sites and an array of rehabilitation, retirement and long-term care facilities, UPMC was seeking a solution to better manage its mobile services for its 3,200 physicians and over 50,000 employees.

CHALLENGE

UPMC realized that the organization could better manage its mobile usage, expenses and devices. With over 4,000 devices across the organization, UPMC was manually processing many of its mobile expenses and invoices. In addition, auditing the invoices for usage management, policy, and inventory was becoming far too time consuming and resource intensive.

TRANSFORM PROCESSES, MANAGE COSTS

UPMC Director of Strategic Sourcing, Robert Pavlik, wanted UPMC to gain more control over its mobile expenses with better visibility and automated processes. His team determined four main goals for how the mobility management solution should transform the organization:

1.

Improve reporting & visibility for mobile services

2.

Generate monthly analytics

3.

Reduce overall expenses & proactively manage monthly costs

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CASE STUDY: UPMC

UPMC CHOOSES CALERO TO MANAGE ITS MOBILITY NEEDS

UPMC selected Calero to manage every aspect of their mobility landscape. With its extensive industry and implementation experience, Calero was well suited to UPMC’s needs.

The Calero Design team began the implementation phase by analyzing UPMC’s varied rate plans, inventory and usage. Following its proven methodology, Calero focused on three key areas:

1.

Rate Plan Optimization

•

Analyzed, modified plans

•

Consolidated, pooled minutes

2.

Inventory and Usage Analysis

•

Audited inventory to validate users, devices, accounts

•

Identified large or excessive usage patterns

3.

Visibility Procedures

•

Provided oversight and reporting across organization

ROI IN 60 DAYS

With the data gathering process underway, UPMC was ready to see results even though the implementation process wasn’t completed. It didn’t take long to see amazing results. Within 60 days of implementation start date, UPMC had uncovered enough savings to make the project ROI neutral.

The project paid for itself in just two months and the ongoing savings continue to mount – well beyond expectations.

THE BENEFITS CONTINUE

The key benefit for UPMC has been the large cost savings resulting from the effective rate plan optimization, inventory audit and the newfound visibility. For example, during the inventory audit, 145 unused mobile devices were identified and thus, zero usage helped reduce overall costs by 7%.

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in communications management, with a commitment to innovation and customer service. Calero offers a suite of global solutions for fixed and mobile Enterprise Communications Management, including Expense Management, Mobility Management, Usage Management, and Telecommunications Management. Calero was formed in December 2013 through the merger of Veramark Technologies, PINNACLE, and Movero – combining decades of communications management expertise under one name. Calero has thousands of customers in the United States and more than 40 countries worldwide, including Fortune 1000 corporations, universities and government agencies. For more information, visit us at www.calero.com or www.call-accounting-solutions.com, or call 585.381.6000.

Calero Software, LLC