Illustrating Telecom's Value to the C-Suite

Illustrating Telecom’s Business Value to the C-Suite … and BeyondPresenter: Leo Berz, Director Professional Services, Telecom – EcovaDate: 04/02/2014

Goals for this Webinar

1. Offer some level setting around what you can expect from TEM

2. Provide you the insight on how to internally sell in a new program

3. Suggest some ways of improving the results from an existing program

Agenda

Overview TEM Realities Dispelling TEM Myths TEM Touch Points Does TEM Fit into Your Corporate Goals and Initiatives? Identifying Potential Executive Sponsors Selling Benefits Beyond the C-Level Q&A

Overview

Enterprises are swamped with programs and initiatives

Most significant programs fail to launch without an Executive sponsor

20% of Executive-initiated programs fail for lack of organizational buy-in*

TEM is critical and all enterprises should have a program of some type

Critical programs must be sold at multiple levels and departments throughout the organization

* Forbes Insight Study

A Rose By Any Other Name

TEM, TLM, TCM……

Different names refer to the same basic program

Past experience creates a unique definition of telecom management for each individual 

– Call Detail Reporting– Billing consolidations– Audits– AP processing– Management reporting– Procurement – Sourcing– Contract management– Inventory management– Help Desk

Types of Programs

Solution Type Pros Cons

Home Grown • Highly customizable• Low direct cost• Can be built/evolved over time

• Lack of scalability• Resource intensive• Requires self-discipline

Software • Structured program• Can be hosted in the cloud• Embedded industry knowledge

• Utilizes internal resources• Requires self-discipline• Steep learning curve

BPO • People, Process and Technology • Deep industry knowledge• Produces the highest value

• Still requires teamwork• Can cost more• Finding the right provider

TEM Realities

1. Not all programs succeed

2. Change may be painful but it is required

3. This is not a solo sport, TEM takes a team

4. A successful program requires hard work

5. TEM is not perfect

TEM Myths

1. TEM is all about savings

2. My job depends on the program’s failure

3. This is not my job

4. A tool will allow us to solve all of our problems

5. If we outsource, we can simply throw it all over the fence

MOBILE • VOICE • DATACOM

Critical TEM Touch Points

Common Corporate Initiatives

Increase efficiencies

Expansion (organic or M&A)

Improve customer experience

Employee empowerment

Quicker response to market demands

Improve sourcing

Return to core competencies

Sustainability

Regulatory and/or financial compliance

Protect intellectual property

Executive Level Hot Buttons

Chief Executive Officer– Achieving corporate goals and governance established by the board– Helping the individual C-Levels remove obstacles that might prevent them from

reaching their goals for corporate initiatives

Chief Financial Officer– Reduce expenses– Manage cash flow– Establish fiscal controls and visibility

Chief Information Officer – Empower end-users with the most cost effective technology to excel in their jobs – Maintain security and protect corporate IP and employee/customer personal

information – Establish fiscal controls and visibility

Leverage Point: The CIO might need to complete a network upgrade but lacks the budget – TEM savings would free up money

Executive Level Hot Buttons

Chief Operating Officer– The organization is meeting its production/revenue targets– Ensure all functional departments are operating smoothly– Interdepartmental cooperation is high

Chief Quality Officer– Guarantee consistent, high quality products and services – Continue to optimize efficiencies to maximize resources – Instill process improvement and quality work into the corporate culture

Chief Marketing Officer – Understand the competitive landscape – Promote the Enterprises' products and services in the marketplace– Maintain a positive public image for the company

Leverage Point: CMO may need to promote their company’s image - TEM is a very green activity resulting in significant reductions in paper, trash, electricity and carbon footprints

Key Financial Stakeholder Issues

Accounts Payable - Accurate and consistent GL coding- Tracking of payments, minimize late fees- Accrual support

Comptroller - Full visibility into expense detail- Ability to track budget performance- Ensure expenses are visible to individual cost center and budget owners

Financial Analysts - Financial tracking and reporting by vendor, service and site- Ability to run “what if” scenarios

Internal Auditors - Online access to all financial data - Invoice archives- Proof and reconciliation of payment

Key IT Stakeholder Issues

Network Engineers, Help Desk and NOC - Detailed inventory of services by type, site and vendor for optimization and

management

Project Managers- Full visibility into all service orders & assurance all services are correctly

provisioned

Wireless Administrator - Procure and track wireless devices, optimize usage, visibility into employee

abuse and resolving user problems

IT/Telecom Manager - Ensure network optimization, control expenses, vendor management & reduce

fraud

Other Key Stakeholder Issues

HR – Detailed inventory of employee-issued mobile devices, authorization codes,

calling cards and residential services

Real Estate/Facility Management– Inventory of all services installed at each every location

Procurement – Tracking of vendor contracts, full inventory of services and detailed usage data

Legal – Implement and track AUP policies, access to provider contracts ensure

adherence to financial and regulatory requirements

Department Budget Owners – Full visibility and control of their budget, manager visibility into employee

initiated expenses

Putting It All Together

TEM offers benefits at multiple levels

– Corporate– Departmental– Individual contributor

A successful program requires connecting the associated benefits to the appropriate individuals

Properly set expectations

The more cross-functional and Executive support you get the more successful your program will be

Q&A

Thank You for Attending