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Enterprise Satisfaction of 16 Fixed & Mobile Telecom Management Activities
AOTMP, May 2011, Pages: 32
The Telecom Expense Management (TEM) and Wireless Mobility Management (WMM) industry has grown from a small market of bill auditing and call accounting companies into a landscape with hundreds of companies supporting a wide range of offerings. Today, enterprises have myriad of choices when it comes to selecting a supplier to help manage their fixed and mobile assets and expenses.
However, evaluating supplier capabilities and assessing how one company is different from another can become an arduous task. Determining which supplier will best satisfy enterprise requirements may not always be a clear choice. The specific criteria from which suppliers should be evaluated will depend upon established program goals and objectives as well as the specific activities that will be performed.
Customer satisfaction comparisons of TEM / WMM supplier performance as reported by peers is a valuable tool in the overall evaluation process.
While some enterprises choose to select the lowest cost supplier in an effort to save their organization money, others may solely focus on the technological components of a given solution. This technology focus may only be fueled by suppliers who develop their RFP responses, demonstrations and presentations on the strengths of their software offering. Technology and automation are certainly critical components of any TEM or WMM program.
However, the supplier's planned approach for servicing and supporting an organization before, during and after implementation is just as important. It is critical for enterprises to identify their business objectives for fixed and mobile telecom management and align those needs with supplier capabilities, using price and technology as two of potentially many selection criteria.
As one of the many inputs into the supplier selection process, AOTMP has compiled its Enterprise Satisfaction Ratings of 16 Fixed & Mobile Telecom Management Activities report.
Key Findings Summary
1. Over 70 TEM / WMM suppliers were mentioned by enterprises in this study.
2. 21 supplier organizations were rated and ranked across 16 fixed and mobile telecom management activities.
3. Five of the 21 suppliers provide wireless services only.
4. No single TEM / WMM supplier dominated the highest satisfaction rank across all 16 fixed and mobile activities. Six different suppliers received a top ranking.
5. Positive enterprise satisfaction ratings were driven by themes such as responsiveness, knowledge, professionalism, flexibility and exceeding customer expectations.
6. Negative enterprise satisfaction ratings were driven by common themes such as slow response time to requests, lack of reporting capabilities, insufficient auditing capabilities and inaccuracy of data.
7. The six most commonly rated activities included invoice processing, reporting and analysis, auditing, optimization, asset / inventory management and service inventory management.
8. 48% of responding enterprises were large organizations with over $1 billion in annual revenue.
9. 48% of responding enterprise professionals were Directors or Managers.
10. 30% of all enterprise contributors have not used a TEM or WMM supplier in the past 12 months.
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