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Customer

The client is a very large Latin American Company Group that comprise over 20 companies with activities ranging from paper manufacturing, office supplies and furniture to systems for hardware storage, commercial printings, preprinted forms and packaging materials.

Challenges

They had to manage the call information from more than 3 million calls coming from their 10,000 extensions spanning 182 locations in Latin America and Europe. Since they have an enterprise communications network connecting every site with each other, they needed to effectively manage the telephony infrastructure and be able to charge the cost of each individual call to the appropriate cost center and corresponding company bearing in mind the great variety of providers, rates, rates structures and currencies.

The group needed to centralize the call detail data adding key variables to each call including cost, currency, provider, cost center, call origin/destination and geographical data. Once centralized and processed, the call information should be available to financial and IT users inside the company. Analysts inside the organization should be able to access the information with data-mining tools to uncover cost-saving and revenue-increasing opportunities. Also, periodically, C-level and mid management needed access to special reports showing critical business metrics.

In the very first week Xpensert’s capture software was installed in order to collect call detail data. The next two weeks the initial database setup and implementation of telephony extensions, access codes, customers, rate schemas and other basic data was accomplished. Once set up, the system was configured for online processing.

The web interface was configured for certain users inside the company to allow them 24x7 access from anywhere in the world for online report execution, data-mining analysis and ad-hoc reporting; simultaneously, automatic reporting tasks were scheduled to timely deliver key information by email for Financial and IT users.

Results

By using Xpensert TEM this customer addressed many needs while obtaining additional benefits visible to all levels including:

• Charge back of 100% of the telephony cost associated to the use of every single telephone and trunk to each individual company in the group.
• The company opened special user accounts to allow end users within each company to monitor their telephone usage 24x7.

To be able to achieve high volume online call processing, on demand reporting and automated report distribution Xpensert TEM relies on proprietary software components that integrate with Microsoft SQL Server 2008 and other state of the art database and data mining technologies; the use of the Software as a Service (SaaS) model ensures that the customer utilizes the most recent software developments while eliminating software and hardware expenses. The model also allows the IT department to focus on their business while the Telecom Expense Management infrastructure is managed by Xpensert.

For more information:

Expensert provides an innovative Telecom Expense Management service that combines technology tools and subject matter expertise to consistently deliver cost reductions and revenue increases to their customers. Headquartered in New York City the company has direct presence in Latin America and develops its own software solution hosted in world class data centers.

This case study is provided by the TEMIA member company, Xpensert who are solely responsible for the content.