Putting TEM Providers in Control via Low Cost Global Service Delivery High Level Operational Efficiency Operational Efficiency improvement for Telecom Expense Management service providers is a necessity to increase end-client service quality and reliability, while reducing internal costs and increasing margins. In today's competitive TEM market, small to mid-size TEM service providers are challenged to maintain costs while growing customer base There is a constant pressure to manage costs to maintain margins. How well an organization achieves operational efficiency is an index to its profitability and sometimes the very survival. This is all the more pronounced for small and medium TEM providers. Operational expenses account for about 50 percent of total company costs and are heavily influenced by the cost of systems, people and processes. Hence, reducing operational costs and improving productivity has emerged as a top priority for TEM service providers today. In response to the prevailing market scenario, Intellibuzz is at the forefront of this effort to put small to mid-size TEM providers in control by actively engaging with them to design and implement a Global Service Delivery model that help them excel in OPEX management. 
In response to the challenging market, Intellibuzz enables organizations to identify and address OPEX [Operational Expenditure] challenges and opportunities. Our strategic approach is designed to help TEM providers to focus on their customers and core business. Our framework for operational efficiency enables you to streamline operations by transitioning service delivery and back office operations and by improving the customer experience.

1.
Intellibuzz Global Delivery Services
Putting TEM Providers
in Control
§ Low Cost Global Service Delivery
§ High Level Operational Efficiency

2. 2
1
Intellibuzz
2
A Top Priority for TEM Vendors
Operational Efficiency improvement for Telecom Expense
Management service providers is a necessity to increase
end-client service quality and reliability, while reducing
internal costs and increasing margins.
In
today's
competitive
TEM
market,
small
to
mid-­‐size
TEM
service
providers
are
challenged
to
maintain
costs
while
growing
customer
base
There
is
a
constant
pressure
to
manage
costs
to
maintain
margins.
How
well
an
organization
achieves
operational
efficiency
is
an
index
to
its
profitability
and
sometimes
the
very
survival.
This
is
all
the
more
pronounced
for
small
and
medium
TEM
providers.
Operational
expenses
account
for
about
50
percent
of
total
company
costs
and
are
heavily
influenced
by
the
cost
of
systems,
people
and
processes.
Hence,
reducing
operational
costs
and
improving
productivity
has
emerged
as
a
top
priority
for
TEM
service
providers
today.
In
response
to
the
prevailing
market
scenario,
Intellibuzz
is
at
the
forefront
of
this
effort
to
put
small
to
mid-­‐size
TEM
providers
in
control
by
actively
engaging
with
them
to
design
and
implement
a
Global
Service
Delivery
model
that
help
them
excel
in
OPEX
management.
In
response
to
the
challenging
market,
Intellibuzz
enables
organizations
to
identify
and
address
OPEX
[Operational
Expenditure]
challenges
and
opportunities.
Our
strategic
approach
is
designed
to
help
TEM
providers
to
focus
on
their
customers
and
core
business.
Our
framework
for
operational
efficiency
enables
you
to
streamline
operations
by
transitioning
service
delivery
and
back
office
operations
and
by
improving
the
customer
experience.
Over
US$2.7
million
in
recurring
Annual
Savings
through
Operational
Efficiency
Improvement
Program
for
customers
Process
reengineering
for
Marriott
Hotels
helps
reduce
average
communications
spend
by
53%
on
a
single
inventory

3. Intellibuzz
3
Telecom Expense Management
State of the Industry
•
•
A labor-intensive service industry, which can
not be fully ‘productized’
•
Consists of an intelligence component,
electronic work, a knowledge process, rather
than just another low-key business process
•
Most big players have off-shored their work via
partners or through their own offshore center
•
Offshoring provides labor cost difference
advantage of 30% ~ 35%
•
Not just salary, but transition means associated
general & administration costs reduction, too
•
Low-cost, affordable white labeled services; and a
clear labor cost advantage up to 36% enable my
team to focus on customer acquisition, customer
delight and increase revenues!
Buying habits of TEM customers changed,
desire staffing as a part of the engagement
model, not just the software [Gartner]
•
Why Offshoring?
Global TEM market to grow to 6b US$ at a
CAGR of 17.7% over the period 2012-2016
[Research & Markets]
TEM providers need to focus on acquiring more
customers & increasing revenue; and hold their
outsourced operations team accountable for
operational efficiency and lower OPEX.

4. Intellibuzz
4
Planning & Induction
Testing / Integration with
Operations
• Create as-is process review
plan
• Understanding of current
systems
• Validate As-is Environment
• Process a few ad-hoc sample
invoices
• Produce GAP document to
identify steps required to
transform from 'as is' to 'to be'
• Participate in training content
creation
• Internal Communications plan
• Training support
• Invest in relationship building
• Sign-off standard operating
procedures
• Monitoring & implementing IT
Plan
Methodology
In the consultancy phase, Intellibuzz Transition & Transformation
consultants engage with the Operation Managers and identify
opportunities for operational efficiency improvement. These
opportunities are then analyzed and formalized in a work package with
an approved business case comprising of a solution roadmap.
Some salient features of Intellibuzz methodology are:
§
§
§
§
§
§
§
§
Detailed pre-transition workshops
Effective change management
Robust transition governance
Proactive behavior – Escalate issues early and to the right
level
Collaborative mindset
Defined roles and responsibilities
Expectation setting- Upfront define customer support
requirement at each TG stage
Customer support during ramp-up, training & pilot phase
Pilot & Delivery
• Dedicated process owner /
SME for ongoing operations
support
• Champion & sponsors for
process excellence initiatives
• Timely resolution of escalation
& outstanding issues

5.
Intellibuzz
5
Our Offerings
With its highly focused Telecom Expense Management domain
expertise, Intellibuzz is equipped with the requisite aptitude to
enable TEM service providers to achieve cost and productivity
Telecom
Invoice
Processing
optimization and boost bottom lines. Intellibuzz is now able to
help TEM providers due to our years of hands-on, direct
industry experience in helping known corporate client brands
Invoice
Data
Loading
Telecom
Inventory
Management
reduce their Telecom expenses. The remaining pages list reallife, case-study clients. However, lets first examine the
Intellibuzz Benefits and Value-add.
Using proprietary frameworks, reused processes, algorithms,
best practices and thorough assessment and planning of the
strategic roadmap to operational efficiency, Intellibuzz has
helped several clients to achieve:
Dispute
Management
Contract
Management
§
Substantial improvement in the KPIs from 14% to 18%
§
Reduction in FTEs, reducing TCO up to 40%, increasing
productivity from 18% to 27%
§
An enabling high annual savings to the tune of 2.7M$
for our clients
Business Benefits
Our unique methodology and transition framework helps TEM service providers to realize the following business benefits that drive the
organization toward achieving Operational Efficiency:
§
Offer more products and services, while reducing time-to-market
§
Move your key employees to more strategic functions, offering customer delight - Improve resource productivity by reengineering processes, systems and ops model
§
Cost reduction by up to 35% or more, asset realization, improved customer experience and efficiency savings through a transition
model that provides a consistent, unified and accurate view of business and operational data
§
Standard processes that allow the restructuring of legacy systems into clearly defined, coherent business and operational models
§
Capabilities to create robust enterprise architecture as well as enable the transition and removal of low end, repetitive manual
activities
§
Reduce the E2E cycle time and improve Right First Time (RFT) for Telecom Invoice Processing and other Telecom Lifecycle
Management processes
Value Proposition
Intellibuzz helps organizations to get a deeper cost reduction in their business processes and its impact on the operations improvements
by:
§
Improving operational and decision processes
§
Enhancing processes to optimize supply chain, sales, marketing, etc., apart from improving the Telecom Expense Management
processes, like Telecom Invoice Processing, Contract Validation, Inventory management, etc.
§
Establishing a foundation for consistent metrics
§
Utilizing initiatives and goals that can be aligned to better performance
§
Building operational performance Telecom Management processes
§
Building process scorecard & competency metrics for transitioning operations
§
Providing performance visibility across the enterprise
§
Utilizing simulation and modeling to enable operations improvement
§
Leveraging methodologies and tool framework for success
§
Applying methodologies that improve operational effectiveness (Lean, Six Sigma, FMEA, Transition Rigor, etc.)

6. Intellibuzz
Case Study 1
6
Operational Efficiency Improvement Program for Dominos Pizza
About the client
Jubilant FoodWorks Limited & its subsidiary operate Domino’s Pizza with the exclusive rights for India, Nepal, Bangladesh and Sri Lanka.
The Company is India’s largest and fastest growing food service company, with a network of 650 Domino’s Pizza restaurants (as of 31st
October, 2013). The Company is the market leader in the organized pizza market with a 67% market share in India
Business Challenges
§
The client wanted to reduce telecom expenses and improve the telecom invoice process with scalability and reusability, vendor
management/zero-touch telecom processes and improved speed to market. This retail food chain company like most lacks the
resources, the tools and experience to do a proper job of telecommunications expense management. Following challenges
needed to be immediately addressed:
§
Although the company had many employees and resources in its admin and telecom department, the biggest challenge was the
various pizza restaurants were scattered across the country with many disparate, untracked and unidentified telecom
inventories for outbound / inbound / EDC
§
The restaurants manager himself was sometimes responsible for procuring connections, managing them and paying the bills at his
respective pizza restaurants.
§
The Telecom Invoices were received via different sources i.e. CD, Email, Paper, Portals Etc., and they also had different bill dates
making it even tougher for the central processing unit to manage them on a cyclical monthly basis.
§
Billing errors were festering on the accounts month after month because there was not enough time and expertise to detect the
errors.
§
The company was paying thousands of dollars per month in late fee penalties because the bills were processed manually and in a
decentralized manner
§
Opportunities to optimize billing were missed due to lack of telecom management experience and analytical tools
§
The business intelligence that is associated with the billing data was never distributed to restaurant managers that could have
monitored the expense against a telecom budget for each store and for the organization
§
The cost impact to the organization was anywhere from 22% to 27% higher than necessary.
Intellibuzz Solution
A series of initiatives were conceived based on our initial analysis. We started with the primary financial center and the capital location,
and with a single telecom service provider. A Preliminary Audit Report was generated, which contained the spend trend, expense analysis,
top-expense location reports, and various MIS reports that clearly identified the areas to attack and address the leakages. Intellibuzz
optimized its telecom spend by 19% in for just those two regions for that single vendor alone to start with. Besides leveraging best
practices/industry framework like Six Sigma, FMEA, etc. to build a roadmap, the analysts also helped deployed a new centralized database,
and developed a process at client’s end for collecting all telecom invoices electronically by registering for e-bill and achieved collection of
telecom invoices from across the various restaurants to one email id. Moreover, internally as a part of managed service, Intellibuzz team
quickened the steps of downloading monthly invoices from the service provider’s portal, and ensured a smooth telecom lifecycle
management.
Business Benefits
§
Hard cash savings of thousands of dollars every month by transitioning the invoice management activities to Intellibuzz
§
Productivity benefits to the tune of 9 FTEs on telecom vendor management and invoice processing
§
Improved the CT [Cycle Time] by 39% per instance due to reduced manual effort in collecting and gathering invoice
§
Reduced efforts of the clients team towards optimization and audit of service inventories – outsourced to Intellibuzz at a much
cheaper rate, with a contingency-based pricing structure (gain-share, value based contracting)
§
Retired number of redundant systems, and helped rolled out a new database leading to OPEX savings
§
Overall RFT improvement of 18% in 2013 through Process Reengineering and Process Excellence Initiatives by Intellibuzz Team
to enhance and measure changes
§
Overall RFT improvement of 18% in 2013 through process compliance, enhancement and measure changes

7. Intellibuzz
Case Study 2
7
Regular Invoice Auditing Transition for HDFC Ergo
About the client
HDFC Ergo is a joint venture between a very large banking group in India called HDFC, and a European Insurance group called Ergo.
Worldwide Ergo is represented in more than 30 countries and 50,000 people work full-time for the Group, serving 40 million customers.
The Indian counterpart, Housing Development Finance Corporation Limited or HDFC is an Indian financial conglomerate based in
Mumbai, India.
Business Challenges
The client has more than 100 locations and wanted to audit their telecom bills for Telecom Refunds & Recoveries , and also in turn look to
process those invoices on a monthly basis. Although the company had huge ERP systems and other expensive business management
technology systems deployed for various functions, telecom was a pain area for the Senior Vice President and the telecom managers.
§
The client did not have the right mix of talent pool and tools to achieve a total control over telecom spend and wanted to make
sure all the telecom expenses were checked for contractual obligations.
§
Billing errors were piling up on the accounts month on month because there was neither enough time nor the required expertise
to resolve those errors
§
Telecom service agreements were not stored centrally and were scattered among the various offices and departments
§
Client had one person deputed at each of the 22 circles involved in insignificant and unproductive telecom management activities
Intellibuzz Solution
§
Helping in creation of standard process to have Single Authority for nation wise order management process (MACD) in client
organization
§
Identified contractual and Billing Errors in Fixed and Wireless front via in-depth Audit; obtained recovery of same by through
building systematic billing collaterals and regular follow ups with Service Providers
§
Competitive offers from other Service Providers were sought in order to ensure current service providers offered rates and
services that are at par with market floor rate plans
§
Helped in setting up a secured cloud repository for storing Telecom Service Contracts across the globe for a quick reference
Business Benefits
§
Manpower optimization for Admin Managers of across 22 circles as they were relieved from low-end Telecom day to day duties
of 5-6 working days per month
§
Recovered $10000 from instant detection of billing error and not only disputed more $50000 but also corrected recurring billing
errors which eventually saved further thousands of dollars
§
All Telecom contracts can now be accessed from across the globe to help saving time and get accurate and up to date information
for ordering / renewing services
§
Recurring cost reduction of up to 30% was achieved because of elimination of recurring billing errors and introduction of
alternate service providers to get the cheapest tariff and rate plans for 1000+ Mobiles

8. Intellibuzz
Case Study 3
8
Telecom Expense Reduction for IndusInd Bank Limited
About the client
The Company IndusInd Bank Limited is one of the fastest growing Banks in India. It caters to the needs of both consumer and corporate
customers. As on September 30, 2013, IndusInd Bank has 560 branches, and 1025 ATMs spread across 388 geographical locations of the
country. The Bank also has representative offices in London and Dubai.
Business Challenges
§
Client was not fully aware of its telecom spend for vendors or its multiple locations and cost centers across the country – the
head of the facilities and admin were finding it tough to accurately budget for annual telecom spend
§
Most of the contracts were outdated, and in some cases employees had left organization without a proper handover of collaterals
& documents
§
On some of telecom Inventories cost codes were not mapped and Bank was unable to trace installation location
§
MIS did not highlight usage and spend across different months, because there was no billing data analysis
§
Vendors had allocated different account managers each for billing, service & procurement activities, resulting in delays and
multiple follow ups for issue resolution
§
Some remote locations procured local wired lines and paid bills without prior notice to administrative team – haphazard
procurement
§
Bank had limited resources for handling multiple responsibilities of administration and facilities activity on a weekly basis
§
In some cases Branch / Admin managers were sometimes responsible for procuring connections, managing them and paying the
bills at his respective Branch or Regional Office which paved the way for decentralization in Telecom for Bank
§
Moreover, the bills were not only received from different sources, but also they were coming on different bill dates. Bill
complexity added to challenge in manage, centralize and control spend
§
Billing errors were festering on the accounts month after month because there was not enough time and expertise to isolate the
areas
Intellibuzz Solution
§
Started to cover the territory region by region, started with the Financial District, which had maximum spend, centered in head
offices, call centers, etc. to isolate the services with maximum spend using Pareto analysis
§
Conducted an online reverse auction for audio conferencing services across 9 vendors
§
Identified Underutilized & unidentified lines where higher rental was being charged versus usage.
§
Eliminated 77 needless services that included Walky Centrex & Toll-free numbers
§
Drafted Mobile & data reimbursement Wireless policy for 8000+ employees
§
Physical site inspection was carried out across various branches
§
Instituted a contract management process for handling multiple contracts for 4 vendors across different connection type like PRI,
Audio Conferencing, Centrex
§
Got all inventories registered for e-bill [pdf copies into a centralized email inbox for all telecom activities]
§
Vendor Escalation Matrix designed for multiple vendors for service, billing & support – all flowing through a common channel
§
MIS highlighting spikes on usage for wired lines
Business Benefits
§
Reverse Auction helped in contract negotiation on highest used charge component thus saving $250,000/- in FY 2013-2014
itself
§
Invoice follow up cycle reduced from 2 days to zero which resulted in saving 16 man hours a month for each vendor
§
No paper clutter or huge stack of bill pile-ups on admin desk helped saved 5000-8000 pages a month; thereby adding to
Environment protection
§
Invoices Processing speed was accelerated by 20% thereby ensuring no late fees were charged to customer
§
Usage spikes in MIS helped bank in controlling 36 lakhs annually

9. Intellibuzz
Case Study 4
9
Telecom Cost Management for Marriott Hotels [Courtyard by Marriott, Renaissance, J.W. Marriott & more]
About the client
The Company Marriott International, Inc. is a leading hospitality company with more than 3,800 properties, 19 brands (includes brand
extensions), and associates at more than 3,800 managed and franchised properties around the world. Founded by J. Willard and Alice
Marriott and guided by Marriott family leadership for more than 80 years, the company is headquartered in Bethesda, Maryland, USA, and
reported revenues of nearly $12 billion in fiscal year 2012.
Business Challenges
§
CFO & Telecom admins were lacking requisite telecom domain experience for managing Telecom spend and procurement as
were mainly from finance background mostly CA’s
§
Unfavorable terms and conditions were being signed with vendors while negotiating for telecom service inventory because each
individual hotel property was operating in a silo, unbeknownst to its other hotel
§
Market floor rate plans across different locations were unknown amongst themselves
§
Difficulty faced in chargeback allocation for outbound calls because there was a lack of tools to bifurcate between the Hotel
Guest calls and the internal admin calls, because bills were blindly paid without analysis, audit or validation
§
Procurement team faced challenges in demand management, forecasting usages & bandwidth planning for guest and admin team.
§
Asset (Blackberry, iPhone, iPad & data cards) tracking was not in place and was hardly updated by HR against the employee
separation
§
Issue in enforcing the wireless policy because of confusion in identifying needful value-added-services, vs determining the
needless add-on packs, which sometimes are unknowingly activated by the service provider without the consent of the employee
§
This resulted in the employees inadvertently bearing the cost against their reimbursement limits and complaining about it
§
Central mobility procurement team never had usage statistics (spend trends) in hand for carrier contract negotiations and only
talked to vendors about fixed commitments
§
The cost impact to the organization was anywhere from 25% to 55% higher than necessary
Intellibuzz Solution
•
•
Used Intellibuzz aggregated buying power and helped hotels in getting market rates against its fair usage.
•
User data mapping to assets helped Finance & HR department in reallocating unused assets (rotating SIM cards, data cards) as
per data from HR
•
MIS reports on wireless highlighted needless and useful value added services and educated the team for proper employee
activation and deactivation of such add on packs - thereby enforcing mobile policy
Generated and submitted vendor comparison reports to procurement teams for demand management and determining capacity
utilization
Business Benefits
§
Self funded project with contingency based pricing structure - Achieved ROI of more than 150%
§
Telecom Expense Reduction resulted in
o Up to 53% on wireline
o 13% on Wireless
o 15% on Data
§
Thousand of dollars were saved due to asset tracking exercise.
§
Centralized procurement for 3 hotel properties helped in annual savings of $83,000 in just 6 months

10. Intellibuzz
10
The Global Delivery Service of
Intellibuzz is a white-labeled service: our
expert team seamlessly works as a part
of your operation team
Business Concerns during Transition and Intellibuzz Approach
Flexible Pricing
options of
Intellibuzz are
like an elastic
experts-ondemand service.
Risk Management and adherence to Performance & Service Levels: Intellibuzz
Approach:
•
Transition rigor through transition methodology with joint sign offs on
completion of key milestones
•
Leverage risk identification and mitigation tools like Process Selection
Scorecard and FMEA [Failure Mode Effective Analysis] to manage risks
•
Adherence to Common Minimum Practices [standards & guidelines] at
process level
•
Quality engagement throughout transition
Knowledge Transfer Management: Intellibuzz Approach:
•
Customers new hire training program for all employees
•
Key employees trained onsite to understand the customer corporate
culture
•
Detailed training paths to include business contextual knowledge
transfer
•
Comprehensive training plan and joint assessment of knowledge transfer
Change Management: Intellibuzz Approach:
•
Change Management toolkit
•
Aligned to transition toll gates
•
Best practices shared with business
Confidentiality
Our
Security
Model
• Ensuring that information is available to
only those authorised to have access
Integrity
• Safeguarding the accuracy and
completeness of information and
processing methods
Availability
• Ensuring that authorised users have
access to information and associated
assets when required
Fre
e
Ris , NokT
rial

11. Intellibuzz
11
“Amazing output at a surprisingly cost-effective rate-we keep renewing and offloading to experts
at Intellibuzz, planning to fully outsource to them our Telecom Lifecycle Management piece”
-Senior VP, Large Insurance House
Intellibuzz has helped centralize the telecom environment, and helped deployed the database for
collecting invoices from various telecom service providers for invoice management across our 650+
stores and other office locations, call centers, and head offices. This is a lot in the first place for us!
Moreover, we follow with them a Six Sigma methodology and strict process controls, and we’re happy
that they reciprocate to us in the manner we want – easily adapts to the client environment. Our people
in telecom team, systems, process and technology have blended and we work in unison.
-Sig-Sigma Process Manager & Telecom Team
In a year of our continued engagement with you which I plan to keep on rolling, I’d like to mention that
you did a great job and have wonderful people working with you! During the Telecom Refunds &
Recoveries project which consisted of processing Invoices every month for our wireless and fixed line
inventories across the locations, you have provided us with great actionable reports and insights.
-Sameer Barve, Vice President, Finance & Facilities
On behalf of our CFO and Operations team, I would like to appreciate the intensive focus you put on
expense part of fixed telecom inventory for our Hotel while conducting the Telecom Expense
Management project here. Your processes makes inventory gathering and auditing a simple process with
your years of experience in the telecom domain. The domain experts provide very detailed reports &
supporting documentation that you're not likely to easily find elsewhere.
-Dharam Reshamwalla, Director, Marriott India
I would recommend that anyone working on a TEM solution gain insight from Intellibuzz to make an
informed decision while procuring and managing communications expense. All delivered services
assisted our company with making proper and appropriate decisions, including for newer procurement.
And thanks for your involvement in the CSR
initiative of the company for environment sustainability
while achieving the dual benefit of efficient invoice management and green credits.
-Captain Mehta, Head of Admin, IndusInd Bank
My team and I have gained a wealth of relevant information from our interactions and meetings. I would
like to appreciate your patience in professionally taking us through the entire project and systematically
providing us with reports, results & certification! All delivered services assisted our company with
making proper and appropriate decisions. I have certainly referred and recommended your services.
Indranil Ghosh, Director of Finance, Marriott Hotel

12.
Why Intellibuzz?
§ Cost-effective, affordable, proven white labeled services to deliver globally
§ Ready to jump start the project, quick ramp-up time- less trial, more results
§ Quickly adapts to as-is client process, environment, software; leverage our multi-industry experience & reduce risk
§ Capabilities adapted to Six Sigma and international Transition Management guidelines
§ Secured Information and safe data environment, strict InfoSec policies, Common Minimum Practices & Standards.
About Intellibuzz
§ Among pioneers of Telecom Expense Management in India, utilizing best practices and benchmarking
§ Marquee clients and highly satisfied repeat customers in industry vertical like Banking, Insurance, Marketing,
Construction, Retail, Food among others
§ Advanced Telecom Management process expertise and in-depth carrier billing knowledge
§ Intellibuzz group is into communications services since more than 13 years with 4000+ small customers spread
across 9 offices
§ Innovates, invests, builds technologies, capabilities, processes, culture and software like Telecom Value
Management
§ Intellibuzz Audits have produced tens of thousands of dollars in refunds and recoveries for our clients.
For more information on Intellibuzz Global Delivery Services,
Intellibuzz TEM Pvt. Ltd.
305 Rupa Plaza, Jawahar Road,
Ghatkopar East, Mumbai – 400077
MH, India
www.intellibuzz.net
info@intellibuzz.net
C
please contact:
Pranay Sanghavi, Director.
Email: pranay@intellibuzz.net
USA: +1-800-659-9913
India: +91-22-25010196
Copyright
©
2014.
Intellibuzz.
All
rights
reserved

13. Intellibuzz
13