Category Archives: Business

TEMS Fanfare: Why TEMS Has Often Failed to Deliver

Over the years I haven’t been a big fan of TEMS, or at least a fan of how it has typically been sold. Let me give you an example. Several TEMS vendors have promised huge, ongoing savings due to carrier errors, and have often set false or exaggerated expectations. In other cases, companies that lacked the proper skill sets went out, licensed software and were suddenly in the TEMS business overnight. While not always the case, many of these companies were ill prepared to develop the processes, services and skill sets to properly scale and deliver a true ROI to their customers. These issues, and others, have often left a bad taste in the mouths of former TEMS customers.

However, there are several reputable software developers and service providers in the TEMS space that have clearly built good reputations along with unique product sets. Yet even among this group, many have seen TEMS implementations fail. But why?

I conducted an unscientific poll questioning our peers, staff, industry experts and customers as to what they thought were the top reasons that TEMS implementations fail. Here are some of the best responses along with a few of my own observations:

1) Lack of executive sponsorship and/or internal champions.

2) Partner lacks expertise in implementation.

3) Misconception of needs and requirements.

4) Sold as a bill auditing solution with endless savings opportunities.

5) Process inflexibility.

6) Tools poorly matched to business needs.

7) Lack of appropriate baselines and associated metrics to measure progress.

8) Tool is implemented without evaluating existing processes.

9) Unclear business case/ROI resulting in inappropriate expectations.

10) The rapidly changing terms and ideas behind expense management create confusion.

One of my favorite comments is the confusion over terms and the ideas behind expense management. TEMS, for example, means many different things to many different people. To compound this illustration, we have a variety of services that could include a TEMS component such as Life-Cycle Management, ERP and BPO. Providers, in turn, have attempted to lump customers into “solution sets” rather than customizing the solution to the customer’s needs. This is typically driven by the functional components of the system that they have created. So, rather than designing a solution (let alone a complete solution) for the customer, they try to match up the functions of the system to the singular needs it fulfills thereby leaving many customer needs only partially met.

In an upcoming BLOG I’ll discuss how TEM Solutions, methodologies, and capabilities have morphed over the years and where they are headed.

Posted in Business, TEMS, Telecom

Is your Enterprise ready for CEBP?

As I earlier named Unified Communications among my projected “Ten Themes and Predictions for 2010,” I thought it would be a good time to examine CEBP (which is sometimes lumped in with UC but often not fully understood). CEBP is defined as a Communication Enabled Business Process. CEBP functions often leverage Unified Communications capabilities but take things a step further by automating process, thereby reducing the need for human intervention.

One of the simplest forms of Unified Communication is the function that allows us to click to dial a phone number from our CRM system or directly from Outlook. As in this example, the functionality is triggered by user interaction. CEBP surpasses this by allowing a series of simple or complex steps and processes to be completed without any human interaction, potentially reducing errors and latency. This is useful as traditional phone interaction often leaves users on hold for frustrating and extended periods of time, or with no choice but to leave pertinent information as a voice mail, suspended in time awaiting a decision maker to act upon it. CEBP applications can bypass these issues and can be used across almost all industries and verticals.

Let’s look at some the simple and more complex ways CEBP is being used today.

• Loan Application – Anyone who has applied for a loan knows that the process can often be tedious. By utilizing CEBP, the customer can be informed of their loan status at regular intervals and easily informed if additional information is required. Should additional information be required or data is found missing, CEBP can assist in collecting by providing an audit trail in the process.

 • Staffing – Any number of industries can benefit from notifications and coordinating flexible staffing needs. Think nursing, schools, or any number of service industries where staffing is often in flux due to occupancy or workload requirements. CEBP can analyze scheduling needs, contact employees, confirm scheduling, request additional shifts and notify management if potential issues are developing.

• Package Delivery – Deliveries requiring a signature often frustrate delivery personnel and recipients as well. Using CEBP, an automatic notification can be made announcing the package is within 1 hour of delivery, allowing the recipient to be in position to receive it. This saves both parties time and money.

 • Overdraft Prediction – Customers hate overdraft fees and by using CEBP, financial institutions can alert customers of the impending danger before it occurs. By implementing simple analysis, banks can notify customers that they are in risk of overdraft by notifying them via email, cell and sms.

As you can see, CEBP takes UC to an entirely different level and affords organizations opportunities to improve customer interaction to a degree not previously possible. What do you think of CEBP? Is your organization looking at ways to use it today? What is the best application you have seen? I look forward to your comments and what you think about CEBP’s impact in the marketplace.

Posted in Business, Technology

Green Business Makes Good Cents

In 2008 and 2009 I saw enough articles on “green energy” to make my head spin, and yet here I am writing one myself. Some of the articles making the rounds in the past couple years have merely been about creating a veneer of environmental responsibility. Many others, though, have put forth real and substantive ideas on sustainable practices, energy savings and other cost reductions that are simply responsible, no-duh stewardship of resources; a natural convergence of environmental intelligence with business intelligence, if you will.

I do think I have a bit of a unique perspective in that we currently own and operate a colocation facility, which offers customers the opportunity to assist in offsetting their carbon footprint with the use of Windtricity and have spent some time picking the brains of industry leaders at the forefront of the carbon war. Additionally, we consult with medium to large corporations on a daily basis so we know what they are willing to spend on, and we have our own discretionary budget which can be analyzed. We are presented with a variety of products and solutions that claim to be green from a number of angles. There are products with high recycled content, renewable energy options such as solar panels, energy efficient equipment, equipment with zero hazardous materials, and so on. How does a company filter through all of the offerings without a highly skilled electrical engineering team (who all happen to be environmentalists), for example, and still make sound financial decisions? To this point, our company’s strategy has been to focus on practical steps that are oftentimes good for both the environment and for our budget. Let’s take a look at some of the more practical things we have done and why.

Travel / Mobile Team Members – We have encouraged everyone who is mobile to have a GPS. While this is not often mentioned as a green strategy, it is very simple and offers time and gas-reducing benefits to the company and to the environment. To foster the use of these devices we have given away portable units to our employees and purchased mobile phones that often have this technology available. These devices not only save time, but according to study by Navteq, drivers with navigation systems use 12% less fuel and reduce their carbon dioxide emissions by 21%. With the prices of GPS devices plummeting, encouraging the use of them in our organization is a no-brainer.

Mobility / Telework / Telecommuting – Throughout my career, I have seen various managers struggle with mobility programs. Some have issues because they are used to micro-managing people. Others struggle with how to support an employee who may not have an ideal home office, and some are just not used to it. I once worked for an organization where I was one of their most productive people, yet often struggled with my boss over my official physical office hours, and how my physical absence might look to others. The company had international locations, so I often conferenced with our organizations from home late at night instead of sending impersonal emails. This resulted in stronger business relationships. I also found I was extremely productive working late at night because there were minimal distractions. Unfortunately, the quantity of work and quality I produced didn’t seem as important as the daily appearance at the office from 8 to 5. This is not to say that everyone should abandon the office, but there are many roles to play and people that can benefit from working at home at least a couple days a week. The main benefits of telecommuting and why we embrace it are:

1) Environmental – Reduces carbon emissions, reduces traffic, limits wear and tear on vehicles.

2) Cost Reduction – Take advantage of reduced corporate facilities, reduced travel time and general office overhead.

3) Staffing – Recruit the best and brightest. With multiple positions does it really matter where they reside? This is a big benefit for many employees who would not be able to relocate or have special family needs. This flexibility often increases loyalty and reduces turnover.

4) Increased Productivity – By simply reducing or eliminating travel time, there is a major boost in productivity. Many companies have also reported the benefit of reduced absenteeism. As I stated in the intro to this section, I actually found myself working much longer hours which served as an additional boost to productivity.

5) Disaster Preparedness – Allowing telecommuting also protects your organization by having a ready-made plan in place should H1N1 or some other unexpected event take place that forces key employees to stay home.

6) Find Out More About Your Team Members – Telework is not for everyone. Some people cannot manage their time properly and some roles are just not suited for it. There are also some beneficial social dynamics of the office that can be lost in a telework environment. But with video conferencing, in-person team meetings and events, it is possible to overcome this drawback. Another benefit is that you can see how your team performs when someone is not looking over their shoulder throughout the day which will offer you insights into their capabilities and potential when left on their own.

In my next installment, I’ll cover other aspects of green business such as purchasing strategies, solar and wind energy, and recycling. What is your company doing in these areas? What can others learn and how can they benefit from these efforts?

Posted in Business, Technology

2010 Themes and Predictions

With the new year fast approaching here are my Top 10 Themes and Predictions for 2010.

1) Videoconferencing continues to gain momentum and is finding its way into almost every organization.  With Cisco and Logitech making major acquisitions in this space it is clear where these companies are placing their bets for 2010 and beyond.

2) Mobility has been trending up and continued to gain momentum throughout the financial meltdown. With almost all applications becoming mobile enabled, the workforce now has another factor working in its favor to become even more distributed.

3) Unified Communications capabilities are now shipping with almost every major phone system, and now come at a price point that should increase adoption rates.  Adtran recently began shipping their UC solutions that are also interoperable with other vendors such as Cisco, Avaya and Nortel. 

4) Cloud Computing not only expands but begins to mature.  Small business and startups will migrate to these offerings due to their convenience and pricing.  Larger organizations will  build their own secure clouds with some experimenting with the public offerings.

5) IT & Telecommunications convergence and competition will drive M&A activity.  With the networking space hot, here are a few names that might do a deal in 2010:  Adtran, Extreme, Fortinet, Juniper, F5 and Riverbed with IBM being a likely acquirer of at least one of them. 

6) Social Networking begins assault on the enterprise.  Don’t look now but vendors are already announcing new offerings to try and create a market in this space such as Salesforce’s new offering “chatter.”

 7) Augmented Reality begins to pop up in new mobile applications and becomes a major buzz before the year is over. 

 8) Virtualization trend continues with new benefits being touted such as live migration (which makes extreme high availability possible at a more affordable price).  Older themes such as the virtual desktop will continue to garner attention due to lower administration costs and increased security.

 9) LTE (Long Term Evolution) hype to begin in 2010 as AT&T and Verizon begin launching their 4G networks to compete with Clearwire/Sprint. LTE definitely has promise but limited devices and initial coverage will keep this technology from taking off for at least another year or two.

 10) New taxes on Mobile, VoIP and Internet? Maybe not all three in 2010. But since they represent a large base of subscriber growth and relative economic health, it would not be surprising to see governments around the world look to see how new taxes on these services could help them reduce their deficits.

 Global uncertainty will surely play a major role in corporate spending and streamlining in the coming new year, but technologies and companies that deliver perceived value and return on investment have an exceptional opportunity to not only innovate, but to gain market share.

 What do you see taking center stage in 2010?

Posted in Business, Technology