Callinspector - Business Breakfast Briefing - September 2011

Monitoring, optimization and management of
telecommunication cost for medium & large enterprises
Business Breakfast meeting
Date: September 21th, 2011
1

agenda
 Managing Telco OPEX
 Quick health check
 What really matters?
 Traditional solutions
 Callinspector solution
 PoC / initial analysis
 Application look & feel
 How to get there
 How do we start?

Quick health check
…do you know?
• How much is your monthly invoice for Telco services across
company and across different providers (fixed & mobile lines)?
• How many cell phones do you have?
• Are all your mobiles in good use or could some of them be just
burning minutes somewhere in a locker?
• How much do you pay for your employees’ private calls?
• Are the tariff plans optimally used?
• Are you sure your former employees no longer use your handsets
or plans?
• And what about same issue on fixed lines?
Most of the companies is not able to answer these questions
…Telecommunication costs have to be managed
www.callinspector.sk 3

already better than average?
• Do you receive electronic statements from T-Mobile, Orange or O2,
but don’t use them for further processing?
• Invoice approval without effective verification enabled?
• Only ad-hoc or manual reporting of phone usage?
• Is the individual mobile phone user aware of his/her spending and
detailed call list?
• Are your rules for private usage of company phones well defined, or is
there space for confusion and misuse?
• Is the fixed lines usage checked and expenses deducted properly from
employees, allocated to projects?
• Are your employees aware of the existing phone bill review process?
• Is your staff motivated/forced to use phones in a cost efficient
manner?
• Is there a common process in place across different company entities?

www.callinspector.eu 4

?
or

...did you know that
 Private calls consume 20+ % of total telco costs?
 Not optimally utilized rate plans and HW cost 5 to 10%

Telco costs drivers
Telco cost
management
Controlling
Private usage

Savings Billing errors

Suboptimal plans
Internal
Compliance
Unnecessary
waste

Legal Optimal
requirements Telco
usage

Analysts estimates that approx. 2 to 4% of company
revenue is spent on Telco expenses, and is the worst
managed expense type {typically no BI, MIS}

Policies What tools you can use?

1. Restrictions & Limitations
• Selected numbers restricted
• Selected services restricted
• Defined usage limits
• High spending reviewed
• Limited/Prohibited private calls
2. Awareness & Shared responsibility
• Call statistics provided to users
• Feedback & educate personnel on
efficient usage
• Shared costs with users


Policies how others deal with it?

1. Fixed limit for both business 2. Restricted private calls
and private usage
+ simple administration + Expected zero cost for private calls
+ manageable total costs drives minimum maintenance effort
+ employee benefit
- minor overspending is tolerated/not - ad-hoc reports of private calls become
refunded ineffective soon and result in tedious
- the limits tend to be fully utilized to admin effort to monitor and enforce
the policy
-
prevent their reduction
- private calls consume part of the 2nd phone is a must for each
employee in order to comply with
limited capacity, less space for
business calls zero tolerance for private calls


Policies how should I deal with it?
how others

3. Private calls not limited but re- 4. Callinspector solution
invoiced (ad-hoc and manually)
+ transparency for both employee and
+ company phone can be used for company
private calls which are re-invoiced to + end-to-end regular automated
customer but at better rate than process
typical rates for individuals + system maintenance and further
+ higher availability of employee in non- development is included in price
working time (internal IT / human resources not
involved)
- Complicated administration and + SaaS solution (software as a service)
workflow of private calls identification
and re-invoicing - New process / solution implemented
- Many private calls stay undisclosed by - Outsourcing, dependency on external
employees or lost during process (e.g. partner
incorrect phone id recognition)


Regular review
process Governing Telco costs
Managers to Collect
review results and
adherence to submit to
policies Finance
Get
invoices &
statements

Deduct
Collect users from
Align multiple feedback employees
salary
sources and
prepare human
readable inputs

Cost-
Users to review centers
accounting Review
Distribute hundreds of plans
to transactions
individuals


IT operator manage the monthly process
Managers to Col lect
review re sults a nd
adherence to sub mit t o
policies Fi nance
Get
invoices &
s tatements

D e d uct
Collect users fr o m
Align multiple feedback e mp loyees

Data Revision by Approval by Results
s a l ary
sources and
prepare human
readable inputs

gathering employees managers Extracting
(Week 1) (Week1-2) (Week 3-4) (Week4)
Co s t-
Users to review c e n ters
a c counting Review
to transactions
individuals

• Managing both fixed and mobile lines in one solution, across different telco
providers when the invoices with detail statement arrives
• Fully automated and integrated process – Consistency of organization
structure, Cost centers and Employees with HR system
• Single master source for phone book management enforce updated internal
phone and clear phone line assignment to employee for cost allocation
• Role management and Active Directory integration increase
Security and comfort for user
(incl. multi language front-end support: currently SK and EN)


information on fingerprints of employee
policies Fi nance
Get
invoices &
s tatements

D e d uct

s a l ary
sources and
prepare human
readable inputs

Co s t-
a c counting Review
to transactions
individuals

• Individual email notification summarize indentified private cost of employee
and helps him/her to decide if any revision in Callinspector is needed
• Transparency ensured by clear reasoning incl. detail call report for employee
• Employee can argue the calculated private calls by commenting its purpose
as an input for his/her manager decision making. Otherwise all automatically
calculated private calls are to be deducted from his/her salary
• Callinspector minimize the workload by self-learning algorithm and
prefiltering of results
• Reminder email just-before-period-end is preventing missed employee's
opportunity to control own costs


Managers decide, but reports say true
policies Fi nance
Get
invoices &
s tatements

D e d uct

s a l ary
sources and
prepare human
readable inputs

Co s t-
a c counting Review
to transactions
individuals

• Individual email notification summarize indentified private cost of direct
reports and helps to manager to decide if any pending approval in
Callinspector is needed
• Manager can approve or decline the proposal to change from private to
business number by always with clear reasoning which is available to
employee in application. If manager not approves in period, the proposal will
declined automatically and deducted from employee salary
• Guard-the-guards enforced by reports of suspicious approvals by controller
• Personal privacy is ensured , only business call details are available to
manager, so employees private numbers are protected


Approved cost deducted from salary
policies Fi nance
Get
invoices &
s tatements

D e d uct

s a l ary
sources and
prepare human
readable inputs

Co s t-
a c counting Review
to transactions
individuals

• Salary deduction is fully automated by integration with Payroll and Accounting
system
• Reasoning of any decline by manager is available to employee incl. detail
calling history in previous period
• Dispute handler role is available to resolve potential employee complains
• Embedded Telco MIS in Callinspector helps to in-depth cost understanding
included various statistics for cost optimation
• All system using phone book data are synchronized from single data source -
Callinspector


Key drivers &
Functionalities Callinspector functionalities
• Managing both fixed and mobile lines in one solution, across group (different
countries)
• Instant view on your Telco spending via dashboards and reporting – Monthly
trends, exceptions, high spending, not optimal usage, violations of company
policies, fraud detection
• Advanced analytical reporting over consolidated Telco data
• Ability to set-up Call policies & Usage limits, and deduct costs related to not
allowed services, and private calls
• Expense approval workflow
• Visibility for end users on their spending brings in awareness and automatic
savings
• Optimization of Tariffs based on usage data, management of Telco Inventory
• Savings Human resource capacities to perform business and not manual
management of these activities
• Corporate address book maintenance, Integration with company ERP, HR
systems


How does it work
Electronic detailed statements of all mobile &
fixed phones are loaded into system and
automatically consolidated. It’s easy to get them
from your mobile phone operator and it costs
almost nothing
Self-learning system does analysis of statements
by predefined rules assessment and database of
private calls in order to identify savings on private
calls, supported by automated approval workflow
process
Instantly you are provided by summary spending
reports including insight on consolidated telco
expenses as well as on services cost savings.
Details on single user are available including tips
on calling rate plan optimation


…busy business caller?

...but Callinspector says:
 Called ID: +421903124356 (O2SK)
 # of SMS in weekend: 23
 # of Late night calls: 5
 avg. call duration: 11:03
 contact frequency: 9/30 days
 own/other private list: No/Yes
 anybody else usage: 00:00
 ...
 curr./prev. num. costs: 15/23€
 private/biz score: High/Mid

Result
PRIVATE NUMBER CANDIDATE


…example of rules assessed
Frequently detected(txn pcs, not exclusive) Frequently detected rules tell us:
• cnt_Call_RoamingIn (425) • Many roaming calls can be
• cnt_SMS_inNonWorkingTime (277) optimized
• cnt_SMS_fromRoaming (213) • Night time and weekend SMS
• cnt_NonCommercialOperator (207) indicate private transactions,
• cnt_Call_inNonWorkingTime (200) etc.
• cnt_Call_toAbroad (197)
• cnt_SMS_inWeekendTime (144)
• cnt_Call_inWeekendTime (84)

Not expected but present • Public transportation ticket are
• cnt_SMS_toExtraPaidService (22) ! paid via company mobile
• cnt_SMS_inNightTime (44) phone

Not detected but expected
• cnt_Call_inNightTime (18) • Long duration confcall are not
• cnt_Call_veryLongDuration (7) made via mobile phones
• cnt_MMS (4) • MMS services are probably
• cnt_MyPrivateNum/cnt_PrivateNum (10) restricted


Callinspector modules
Full business
functionality
...Standard modules required available ...Advanced modules
 All presented  Inventory management
functionalities available (HW/SW management)
 Private & Exceptional calls  Invoice management
identification  Advanced Price plans
 Call policies management & optimization and what-if
Usage limits analysis
 Approval workflow  Dispute management
 Cost allocation & integration  Global reporting services
with HR (for multi-country corporates)
 Complex reporting & Analysis  Corporate address book
 Single sign-on and role based (Master data management)
security  Procurement services
 Multi-language  Multicurrency
Its like BlackBerry phone
vs. Vertu Blackberry …
= REDUCE MY TELCOM COSTS! just diamonds n top of
great engine


Transparent Priced as share
Callinspector
solution from savings PoC / initial analysis?

1 TOP spenders & Spending overview
Includes spending overview, segmented by
service usage, time usage, etc.

2 Business case with transparent &
achievable Telco costs savings identification
including ROI a TCO calculation

3 Trial access to Callinspector application
enabling transparent verification of system
on particular users

Callinspector look & feel?

Multilingual
support

Pre-defined
filters for
effective Calculated
work transaction
type and
approval

Called
numbers and
detailed
transactions


Simple & Use-friendly
Possibility of on-
demand grouping
and filtering,
Simple & user-friendly
exporting, etc.
interface with unified
look & feel and easy
orientation

Printing exports
in PDF, XLS, CSV.. Analytical reports
directly in application
along with charts and
ad-hoc analysis
support


User dashboards?

Configurable user
dashboards
providing quick
insight

Spending history,
Spending
decomposition by
services, time,
location

Integration with
maps to provide
insight on abroad
calls, and more…

Advanced analytics?
Easy export to files
csv, xml, pdf

Similar possibilities
as within MS-Excel
Pivot charts, online
drag & drop of
fileds

Online integration
with charts, different
chart types available


Back-end integration Solution architecture

User front-end interaction

Telco providers integration

Enterprise standards
Slovak, Czech, Netherlands, and technologies used,
Austria already covered by easy to deploy to your
standard application infrastructure
interfaces, can be easily
extended to cover group Solution also provided
requirements as Software as a Service
www.callinspector.sk cloud
hosted in 27

Callinspector ...How to get there?

Ponuka manažmentu súkromných volaní z
firemných mobilov www.callinspector.sk
pre Raiffeisen International Direct Bank. 28

Callinspector deployment
at large-sized company Example of deployment roadmap
Preparation Implementation Rollout
Month 1 - 2 Month 3- 4 Month 5 - 6

LEGAL PROCESS CHANGES UAT & PILOT
 Callinspector scenarios  Private calls procedure  Controlled pilot run on real
discussion / decision  HR/Accounting/Legal data with real users
 Contract  White/black list definition  Calibration of approval
 Selected users test process and rules
INSTALLATION  End-to-end user test of
 HW/SW requirements IMPLEMENTATION & solution
 Application deployment INTEGRATION
 Integration of CI to local PRODUCTION OPS.
CONFIGURATION infrastructure {security,  Post implementation
 Initial technical and meta- users, organization support / helpdesk
data settings structure, integration w/  Application patches
 Business setting {users, Accounting}  Application upgrades
cost-centers, etc.}  Implementation of appl.
 Historical statement data Customizations DOCUMENTATION
load  Private calls rules fine  Installation and
tuning and configuration Administrator guides
DETAILED SPECIFICATION  User manual
 Gap analysis TESTING
 Solution blue-print  Unit testing TRAINING
preparation  Integration testing  On-site training
 Off-site online course


How do we usually start?

 Statement of Interest &
NDA signature
 Get detailed statements
from Telco service
providers
 PoC analysis
 Business case verification
 Roadmap definition &
contract proposal
 Project approval


„win-win“ callinspector

...employee benefits ...company benefits
 High-end phone  availability of
and maintenance employee
 Cost sharing of  activity overview
private calls  Telco cost reduction
 Better rate then by private calls
regular call plan  Even better rates
 Company phone becasue of higher
prestige traffic
 Single phone  Component to
number for both loyalty scheme for
biz and private employee


Why Partnering & Callinspector?
 Callinspector as complete TEM solution
 Sustainable solution, providing rapid benefits and cost savings with
proven ROI, at the same time assuring continues implementation of
the latest trends and functionalities from Telecom Expense
Management (TEM)

 Local knowledge & support
 Callinspector is developed in Slovakia, provides a guarantee of
compatibility with local environment (service providers, business logic,
support on the spot, local language) without binding to specific Telco
service providers, while allowing consistent reporting of International
expenses in a single unified application
 All-in-one solution
 Partnering is a company with strong focus on design and
implementation of innovating solutions for non trivial business
problems, and as such is not only providing the “state of the art”
Callinspector technology but also provides, among other, deep know-
how in area of solution integration into company processes,
supporting definition of policies / procedures, best practice roll-out
strategy, optimation of costs.

Partnering, further cooperation?
Partnering is providing state of the art platform supporting pro-
Customer active communication with customer via “Chatbot” technology,
providing services such as Virtual assistants supporting Customer
Communication Service departments, alternative outbound communication
channels channel with push messages, personal assistant services for your
customers, and more

Partnering provides unique service for so called Location based
Location based campaigns. Solution is based on widely used mobile platforms
Campaign such as Android / iPhone, using alternative customer
communication channels and “Chatbot” to provide yet unseen
management system customer experience with incomparably low costs!

Partnering has successfully delivered multiple projects for major
clients in area of CRM, Segmentation, Planning & Controlling,
Business consulting New products development (banking area), Commissions,
Collections, and more

Some of our references
Many customers already Lot of deals in progress…
benefiting from Callinspector


Click to add your logo

Start saving with
Callinspector

Customers with worldwide presence, from small size businesses to international
corporations, Millions records processed monthly, Thousands of users
Sustainable costs saving ~ 20+ %, Callinspector as complex TEM wide solution

?

Do you know now?
...already managed by

Thanks !
Peter Fusek, +421 903 124 356

peter.fusek@partnering.sk
www.callinspector.sk

Callinspector - Business Breakfast Briefing - September 2011

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Callinspector - Business Breakfast Briefing - September 2011