Implementation is a crucial step in the success of a Telecom Expense Management (TEM) program. Avoid these five common mistakes.
1: Poor preparation. Many organizations do not prepare effectively before beginning a TEM evaluation. This often leads to confusion as they become engaged with a provider because they do not fully understand their current processes and how to evolve them to maximize benefits and efficiencies. Organizations should audit how they manage telecom services including all processes and policies for expense management before evaluating and selecting a TEM provider.
2: Not having the right people on the team. The evaluation team should include all stakeholders that manage telecom services and expenses. Most organizations find this includes sourcing, procurement, accounts payable, invoice processing, finance, IT and human resources.
3: Not properly vetting TEM solutions providers. If the hand-off between sales and implementation is poor, the customer has to go back to explaining their business requirements. Enterprises should ask to speak to the implementation and account teams before finalizing their selection. Ask references about the specific features, functionality and any challenges they faced with the program. How challenges are resolved between the organization and the provider is critical to the success of a program.
4: Not understanding or using key features. Organizations miss opportunities to automate business processes, complete functions faster and meet business objectives when they fail to understand all the key features of a TEM program. Ask if the solutions provider offers “hands-on training” and customer conferences. Even when organizations outsource their TEM program, they will find benefits from user groups and training.
5: Underestimating the importance of accurate data. Your TEM system is only as good as the data in it. Before starting the implementation you must gather all contracts, carrier contacts, letters of authorization, procurement procedures, an inventory of billing records and services, expense allocation codes and payment procedures. The TEM solution provider may be able to collect all this data for you, but not without your assistance.
Implementing a TEM program involves business units with disparate processes. Good planning will help avoid delays and unexpected expenses. A successful TEM program can streamline labor intensive processes and cut telecom costs but only after a successful implementation.
