Who’s responsible for what when it comes to audits and invoice processing within enterprises’ telecom expense and wireless mobility management tools is too undefined, according to new feedback from a standards group. And the lack of accountability is leading to fragmented business processes.
Such fragmentation defeats the purpose of a TEM or WMM platform which is meant to control cost and usage in the first place. If a company doesn’t clarify whether the IT or telecom help desk, engineering group, business operations unit or legal division conducts audits and processes invoices, then it won’t have a full picture of its telecom spending and consumption.
The lack of clarity is highlighted by the perceptions of members of the Center for Telecom Environment Management Standards (CTEMS), comprised of more than 250 enterprises, carriers, vendors and consultants. CTEMS is the standards arm of telecom expense management firm AOTMP. This week, half of CTEMS members said an established TEM group most often is accountable for processing invoices. But another 30 percent said finance and telecom engineering personnel oversee that function.
“The lack of standard functional group accountability across TEM and WMM activities can often lead to business process fragmentation,” said Tim Lybrook, CTEMS founder and CEO of AOTMP. “There is a clear lack of overall telecom environment performance visibility as a result of this fragmentation.”
Channel partners who sell TEM/WMM or offer the services as a value-add to solidify customer loyalty should talk with clients about which department is best suited to do audits and process invoices. That way, enterprises and SMBs aren’t left to wonder and cause friction within their organizations. In some cases, partners may be the ideal candidates to oversee these TEM/WMM responsibilities, although charging for such a role seems necessary.