Global - Telecom Expense Managem

Global - Telecom Expense Management

Q&A

Q: What is the biggest problem we see in new CLM/TEM fixed or mobility programs?

A: Expectations are not properly set early on for a successful program. Being in a competitive situation for TEM/MMS services, suppliers may not properly set expectations in order to secure the business. This is not intentional, but a product of the competitive space. Any TEM/MMS supplier may overlook or over promise when looking to gain new business. This results in most projects getting off to a bad start. It is very important that expectations and all associated contracts and statement of work documents are detailed, accurate, and reflect the total expectation of both the customer and the supplier.

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Global - Telecom Expense Management, is available to assist in the selection of a CLM/TEM or MMS/MDM supplier. We can guide you through selection, and provide oversight of the implementation to assure your program starts with proper expectations being set on both sides, and assure a successful program is implemented.

Top 5 Implementation Issues to avoid

Be sure to validate all of what you purchased is detailed in the Statement of Work; all services to be provided by the CLM/TEM supplier need to be clearly detailed, with agreed timelines.
The extent of involvement/activity required by the company may not be clearly understood at the time the deal is signed. Make sure any involvement or activity that may be required by your team is outlined in the Statement of Work. We consider this to be critical!
What can seem simple during the sales cycle, can quickly turn into a very complex drawn out engagement. Especially if International in nature, and if language other than English is required. The more International locations, the more delays you can expect. Large International projects should be sold and implemented in phases, allowing you to benefit from early adoption and reduced costs. Growing the program in a phased approach.
Understanding requirements and the ability of your organization to provide the necessary data. All of the below should be researched prior to signing any agreement:

- TEM/MMS Customer should research with their AP department, they need to be onboard with the program. You need to be sure they have the ability to accept an automated payment file. Understand what is needed and if the TEM supplier can provide as standard, or if custom development is required.

- TEM/MMS Customer should check with finance. Is a corporate hierarchy available showing locations and cost centers needed to properly allocate costs? Will the GL structure “fit” the model used by the TEM supplier, or will custom development be required?

- If Mobile Services are included TEM/MMS Customer should check with HR If an HRIS file clearly showing a unique identifier (like an employee number) and the cost center for allocating costs for that user is available? Is there a way to tie this to the employee cell phone number? Can the list be provided easily in a frequency and format that is required by the TEM supplier, or will customer and supplier need custom development?

- TEM/MMS Customer should check with IT, can the customer support access to the TEM supplier systems. Proper WEB browsers and versions are in place. Firewalls can be adjusted, FTP sites can be accessed for file delivery and drop off. Tests for latency should be made to the TEM Supplier systems to assure usability from the client location.

All the above need to apply to each segment or division in an enterprise. Some of this may be available at the local level, but may not be available at some or many of the other locations expected to participate in the program. This could be one of the biggest show stoppers to a functional program.

Both the customer and the supplier need to walk through the SOW at the time of the sale. The supplier needs to avoid scope creep, and the customer needs to make sure the SOW is clear on exactly what they expect from the engagement, no more no less. A broad based vague SOW that is not clear and concise, is not in the best interest of the supplier or the customer, as it can lead to misunderstandings and strain the relationship leading to poor customer satisfaction very early on in the engagement.

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Be sure to validate all of what you purchased is detailed in the Statement of Work; all services to be provided by the CLM/TEM supplier need to be clearly detailed, with agreed timelines.

The extent of involvement/activity required by the company may not be clearly understood at the time the deal is signed. Make sure any involvement or activity that may be required by your team is outlined in the Statement of Work. We consider this to be critical!

Understanding requirements and the ability of your organization to provide the necessary data. All of the below should be researched prior to signing any agreement:

- TEM/MMS Customer should research with their AP department, they need to be onboard with the program. You need to be sure they have the ability to accept an automated payment file. Understand what is needed and if the TEM supplier can provide as standard, or if custom development is required.

- TEM/MMS Customer should check with finance. Is a corporate hierarchy available showing locations and cost centers needed to properly allocate costs? Will the GL structure “fit” the model used by the TEM supplier, or will custom development be required?