Telecom Expense Management (TEM) plays a crucial role in modern business operations, helping companies effectively manage and optimize their telecom expenses. With the growing complexity of telecom services and the increasing reliance on technology, businesses need reliable TEM providers to streamline their telecom expenses. 

One of the key factors to consider when evaluating TEM providers is their support model. Consolidation in the TEM industry has dramatically impacted the “service layer” as many of the leading TEM software platforms have become internally focused and have moved key support personnel to low-cost offshore support centers.  This article from Rob Baker at TEM leader E78 Partners highlights How Onshore TEM Support Will Regain Prominence in 2024.  The content in this article will focus on the various aspects of support models for TEM to help you consider which provider will offer the support that your finance and IT organization requires. 

Importance of TEM (Telecom Expense Management) in Business Operations

Before delving into support models, let’s briefly discuss the significance of TEM in business operations. TEM involves the management of all telecommunications-related expenses, including voice, data, and wireless services. By implementing TEM services, businesses can gain better visibility into their telecom expenses, identify cost-saving opportunities, and ensure compliance with telecom contracts and regulations.

Understanding the Support Model for TEM (Telecom Expense Management)

The support model for TEM encompasses the strategies and resources that TEM providers offer to assist their clients in managing their telecom expenses effectively. There are various types of support models, ranging from basic customer support to comprehensive managed services.

Types of TEM (Telecom Expense Management) Support Models

  1. Basic Customer Support: Providers offer limited assistance, such as troubleshooting issues and answering queries.
  2. Consultative Support: Providers offer strategic guidance and recommendations for optimizing telecom expenses.
  3. Managed Services: Providers take full responsibility for managing and optimizing telecom expenses on behalf of their clients.

Factors to Consider in Choosing the Best TEM (Telecom Expense Management) Support Model

When selecting a TEM provider, several factors should be considered to ensure that the support model aligns with the needs and objectives of the business. These factors include:

  • Business Size and Complexity: The support model should be scalable and adaptable to the size and complexity of the business’s telecom environment.
  • Level of Expertise: Evaluate the provider’s expertise in telecom expense management and their ability to address specific challenges and requirements.
  • Customization and Flexibility: Look for providers that offer customizable solutions tailored to the unique needs of the business.
  • Service Level Agreements (SLAs): Ensure that the provider offers clear SLAs regarding response times, resolution times, overall service quality, and ROI.  
  • Integration Capabilities: Consider the provider’s ability to integrate with existing systems and workflows seamlessly.

Criteria for Evaluating TEM (Telecom Expense Management) Providers

In addition to the support model, several other criteria should be considered when evaluating TEM providers to determine which one offers the best service.

Service Offerings

  • Audit and Optimization: Specialized finance and technical staff who can audit and evaluate the existing network services.  A baseline is critical to identify immediate cost savings and opportunities for transformation.
  • Expense Tracking and Analysis: Ability to track and analyze telecom expenses across multiple carriers and services.
  • Invoice Management: Streamlined invoice processing and validation to ensure accuracy and identify billing errors.
  • Policy Compliance: Tools and features to enforce telecom policies and ensure compliance with regulatory requirements.
  • Vendor Pay Management: Bill payment using VPM can greatly simplify payments, especially for enterprises with global networks including multiple network service providers.
  • Network Design & Sourcing:  The “service layer” can include technical resources who have expertise in designing and sourcing complex global networks with an unbiased approach in collaboration with your IT and Sourcing teams.  See our WAN RFP Template and Network Design resources.
  • FinOps Consulting:  The growing practice of FinOps is coming into focus for IT and Finance leaders.  A solid TEM partner will collaborate with your team to implement an internal FinOps practice.

Customer Support and Assistance

  • Accessibility: Availability of onshore support resources and channels, such as phone, email, online portals, and even in-person business reviews.
  • Expertise and Responsiveness: Prompt and knowledgeable assistance from experienced support staff.
  • Training and Education: Provision of training programs and educational resources to help clients maximize the value of TEM services.

Technology and Tools

  • Software Platform: User-friendly interface and robust features for managing telecom expenses and analyzing data.
  • Automation: Automation capabilities for tasks such as invoice processing, cost allocation, and contract management.
  • Integration: Compatibility with third-party systems and tools for seamless data integration and workflow automation.

Cost-effectiveness

  • Transparent Pricing: Clear and transparent pricing structure with no hidden fees or unexpected costs.
  • Cost Savings: Track record of delivering cost savings and ROI through effective expense management strategies.
  • Scalability: Ability to scale services according to the changing needs and growth of the business.

Comparison of Top TEM (Telecom Expense Management) Providers

To determine which TEM provider offers the best service, let’s compare the features and support models of three leading providers in the market.

Provider A: Features and Support Model

Provider A offers a comprehensive suite of TEM services, including expense tracking, invoice management, and policy compliance. Their support model combines consultative guidance with managed services, providing clients with personalized recommendations and proactive expense management.

Provider B: Features and Support Model

Provider B specializes in automated TEM solutions, leveraging advanced technology and automation tools to streamline telecom expense management processes. Their support model emphasizes self-service capabilities, with extensive online resources and user-friendly software platforms.

Provider C: Features and Support Model

Provider C focuses on enterprise-level TEM solutions, catering to the needs of large organizations with complex telecom environments. Their support model is highly customizable, offering a range of consulting services and managed solutions tailored to the specific requirements of each client.

Case Studies: Success Stories with Different TEM Providers

To illustrate the effectiveness of different support models, let’s explore some real-world case studies of businesses that have benefited from partnering with TEM providers.

Best Practices for Implementing TEM Services

Regardless of the chosen TEM provider, there are several best practices that businesses should follow to maximize the value of TEM services:

  • Define Clear Objectives: Establish clear goals and objectives for implementing TEM services, such as cost reduction, process optimization, or compliance improvement.
  • Collaborate with Providers: Foster open communication and collaboration with the chosen TEM provider to ensure alignment with business goals and requirements.
  • Monitor Performance Metrics: Continuously monitor key performance indicators (KPIs) related to telecom expenses and service levels to identify areas for improvement.
  • Stay Updated: Keep abreast of industry trends, regulatory changes, and technological advancements to ensure that TEM strategies remain effective and relevant.

Conclusion

In conclusion, choosing the best TEM provider requires careful consideration of various factors, including the underlying platform, support model, service offerings, and cost model. By evaluating these criteria and comparing different providers, businesses can select a TEM partner that meets their specific needs and objectives, ultimately optimizing their telecom expenses and improving operational efficiency.  The team at Macronet Services are experts in global network design and we have extensive experience with leading TEM providers.  Contact us anytime for a conversation about which one is right for your business!

 

FAQs

  1. How do I know if my business needs TEM services?
    • TEM services are beneficial for businesses of all sizes that want to gain better visibility into their telecom expenses, identify cost-saving opportunities, and ensure compliance with contracts and regulations.
  2. What are the potential cost savings associated with TEM?
    • The potential cost savings from TEM can vary depending on the size and complexity of the telecom environment, but businesses can typically expect to achieve savings ranging from 10% to 30% or more.
  3. How long does it take to implement TEM services?
    • The implementation timeline for TEM services can vary depending on factors such as the complexity of the telecom environment and the chosen provider. However, businesses can generally expect the process to take anywhere from a few weeks to several months.
  4. What type of support can I expect from a TEM provider?
    • TEM providers typically offer a range of support services, including troubleshooting assistance, strategic guidance, training programs, and ongoing account management.
  5. How can I justify the investment in TEM services to my stakeholders?
    • Businesses can justify the investment in TEM services by highlighting the potential cost savings, operational efficiencies, and risk mitigation benefits that TEM can provide, ultimately leading to a positive return on investment.