Intellibuzz Global Delivery Services

 

Putting TEM Providers in Control

§ Low Cost Global Service Delivery § High Level Operational Efficiency

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In  today's  competitive  TEM  market,  small  to  mid-­‐size  TEM  service  providers  are  challenged  to  maintain  costs  while  growing  customer  base  

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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.    

     

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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.    

 

 

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.

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    

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Telecom Expense Management State of the Industry

Why Offshoring? 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!

• Global TEM market to grow to 6b US$ at a

CAGR of 17.7% over the period 2012-2016

[Research & Markets]

• Buying habits of TEM customers changed,

desire staffing as a part of the engagement

model, not just the software [Gartner]

• 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

• TEM providers need to focus on acquiring more

customers & increasing revenue; and hold their

outsourced operations team accountable for

operational efficiency and lower OPEX.

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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

Planning & Induction

• 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'

Testing / Integration with Operations

• Participate in training content creation

• Internal Communications plan • Training support • Invest in relationship building • Sign-off standard operating

procedures • Monitoring & implementing IT

Plan

Pilot & Delivery

• Dedicated process owner / SME for ongoing operations support

• Champion & sponsors for process excellence initiatives

• Timely resolution of escalation & outstanding issues

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Telecom  Invoice  

Processing  

Telecom  Inventory  

Management  

Contract  Management  

Dispute  Management  

Invoice  Data  Loading  

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 re-

engineering 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.)

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

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

reduce their Telecom expenses. The remaining pages list real-

life, 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:

§ 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

   

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Case Study 1 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

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Case Study 2 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

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Case Study 3 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

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Case Study 4 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.

• Generated and submitted vendor comparison reports to procurement teams for demand management and determining capacity

utilization

• 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

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

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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

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

Flexible Pricing options of

Intellibuzz are like an elastic experts-on-

demand service.

Our Security Model

Confidentiality • 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

Free, No-Risk Trial

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“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 M anager & 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 & Facil it ies

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, M arriott 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 M ehta, 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, M arriott Hotel

 

 

 

 

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Intellibuzz TEM Pvt. Ltd. 305 Rupa Plaza, Jawahar Road, Ghatkopar East, Mumbai – 400077 MH, India www.intellibuzz.net info@intellibuzz.net

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,

please contact:

Pranay Sanghavi, Director.

Email: pranay@intellibuzz.net

USA: +1-800-659-9913

India: +91-22-25010196

Copyright  ©  2014.  Intellibuzz.  All  rights  reserved  

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