| High Telecom
Expenses, Billing & Service Problems and New Service Requirements
Prompt Need for Telecom Expertise
Scenario
This CB&H client is a commercial “big
box” roofing company operating throughout the Southeast from
a central location. Most recent annual revenue is approximately
$40 million with expected growth in the 5 percent range in near
future. The client operates in a highly competitive and cyclical
business that is currently in a mild downturn. All cost categories,
including telecom, were in need of review in order to better manage
expenses.
Wireless voice expenses were going up, older
handsets were in need of replacement and the client was not sure
if it had the best usage plans in place. The company routinely sends
roofing crews to remote job sites and into other states and may
not see employees for many weeks. There was a concern that employees
were not always accurate in reporting their work time on the job
site. This client required a solution to better monitor work crews
to enhance accountability and worker productivity. In addition,
the client was unaware of substantial over-billing by a current
telecom provider.
CB&H Action Steps
The CB&H Telecom group’s first priority
was to survey key client functional contacts in order to understand
the business communication needs, how those needs were currently
being met and the extent of all current billing, service or other
communication issues. We then analyzed all current billing and contract
documentation for each telecom service to determine service levels,
rates and terms and conditions of each service. Existing service
categories included long distance and local phone, Internet/Data,
and wireless voice.
CB&H researched and shopped the market for
the best services, rates and equipment. Once our survey, research
and recommendations were completed, a detailed findings report was
prepared and presented to the client. After client approval, implementation
of the various recommendations began. New contracts were reviewed
and presented to the client, service changes were made and new equipment
was acquired.
After changes were made, all billing and contract
information was reviewed again to ensure that the correct rates
and terms were in place. In the future, CB&H will perform detailed
findings reviews of all telecom services every 12 months and will
resolve any billing or service issues as requested by the client.
Results
Telecom expenses have been reduced by 18 percent
($1,865 per month). In addition, CB&H secured a substantial
amount of credits ($19,766) from a Tier 1 provider. CB&H upgraded
all wireless handsets, resulting in greater reliability, better
features, full access to parts and repair capabilities and consistency
of equipment in the field. GPS (Global Positioning System) service
has been installed on company trucks, resulting in greater accountability
and a noticeable increase in productivity on the job site.
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