Telecom Lifecycle Management
Solutions for Sales Partners
Partner Provider Overview
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Since 1994 this master agent channel has focused on helping partners deliver new
solutions to their enterprise customers.
This master agent channel is the Largest Master Agency distributor of
telecommunications network services in the United States representing over 40 carriers,
helping customers acquire services through optimizing all telecommunications spend
utilizing proprietary software applications.
Launched Business Solutions in 2006 to deliver Telecom Expense Management to
carriers and large enterprise customers, expanded in 2009 to include SMB customers
and sales partners
– In 2008, managed $770 million in telecom spend across 46 customers (24 of which
are Fortune 500 companies)
– Delivered overall in-year Return on Investment (ROI) of 103%, based on overcharges
– Delivered overall in-year Return on Investment (ROI) of 29%, based on undercharges
Core service offering is the implementation of a robust lifecycle management platform
with managed services to achieve full telecom lifecycle management.
IBS provides a full service solution including consulting, implementation, optimization,
and account management services throughout the lifecycle of the engagement.
Program Components
Professional Services
Platform Implementation
Inventory Management
Audit and Reconciliation
Contract Optimization
Managed Services
Financial Management
Operations Management
Integration Management
Service Optimization
Business Intelligence
Process Engineering and Optimization
Optimization
Service Delivery and Fulfillment
Field Services
Project Management
Staff Augmentation
Platform
PINNACLE Communication Lifecycle Management
Suite:
Resource Expertise
10-15 years telecom experience each
Licensed
Hosted
Certified Project Management Professional
Managed
Six Sigma Black Belt - Process Methodology
Web-based
Telecom Expense Audit
1.0
2.0
Collect and
Compile Data
Identify Data
Sources
1.0 Identify Data Sources
2.0
Identify Process
Gaps
3.0
Prioritize Gaps
4.0
Create Process
Improvements
Roadmap
5.0
Develop Change
Management
Initiatives
Measure
Results
2.0 Collect and Compile Data
1.0
2.0
Identify Process
Gaps
3.0
Create Process
Improvements
Roadmap
Prioritize Gaps
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
3.0 Conduct Comparative Analysis
1.0
2.0
Identify Process
Gaps
3.0
Create Process
Improvements
Roadmap
Prioritize Gaps
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
4.0 Initiate and Manage Actions
1.0
2.0
Identify Process
Gaps
3.0
Create Process
Improvements
Roadmap
Prioritize Gaps
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
5.0 Presentation
1.0
Identify Process
Gaps
2.0
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
Develop Change
Management
Initiatives
4.0
Conduct
Comparative
Analysis
5.0
Initiate and
Manage Actions
Project Tasks
Project Phases
1.0
3.0
5.0
Measure
Results
Presentation
Project Deliverables
• Identify service types to be audited
• Identify service providers for appropriate service types
• Define Sources for Inventory, Invoices and Contracts
• Define Formats and Data Elements
 Project Management Document
 Data Source Catalog
• Collect existing inventory documentation
• Collect 3-6 months of electronic and/or paper invoices
• Collect applicable contracts and pricing information
• Assess Contract Inventory for Legal Continuity and Product
Coverage
 Inventory Profile and Reports
 Billing Profile and Reports
 Contract Profile and Reports
• Analyze service inventory against billing data and
contract/tariffed rates, including discount structures
• Identify dispute opportunities
• Identify savings/optimization opportunities
 Dispute Opportunity Documentation
 Savings/Optimization Opportunity
Documentation
• Create detailed documentation for each opportunity
• Obtain approval for each opportunity
• Initiate and manage appropriate actions with service providers
 Status Reporting
• Create customized reports
• Create and present Executive Summary
• Project Closeout/Transition Activities
 Customized Reports
 Executive Summary
Fee Structure: Contingency Based – percentage of historical credits and future savings for 12 months.
TEM Programs
Silver Program
Component
Tasks
Deliverables
• Collect existing inventory documentation
• Create and manage inventory
 Inventory Profile
 Inventory Reports
• Collect, load and manage billing data (electronic or paper)
• Reconcile billing to service inventory and contract rates
• Provide G/L cost allocation reporting
• Approve invoices for payment
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Contract
• Collect, load and manage contracts and pricing data
 Contract Profile
 Contract Reports
Dispute
• Identify dispute opportunities
• Track adjustments issued
 Dispute Reporting
Inventory
Billing
Billing Profile
Billing Reports
G/L Reports
A/P Reports
Fee Structure: Percentage of total monthly spend analyzed
Gold Program
Component
Tasks
Dispute
• Initiate corrective action and/or dispute to service providers
• Mediate disputes to resolution and recovery
 Dispute Documentation
 Optimization Documentation
• Customize reporting to facilitate optimization activities
 Customized Reporting
Optimization
Fee Structure: Percentage of total monthly spend analyzed
Deliverables
TEM reports can be accessed and downloaded through a portal in Audex, or can be
accessed directly in the PINNACLE Communication Suite.
Summary Reports
(PDF and/or Powerpoint downloadable)
Detailed Reports
(Excel downloadable)
Services Analyzed: Voice and Data, Wireless and Wireline
PINNACLE Services
Core Services provide TEM capabilities, Extended Services provide full functionality
CORE SERVICES
Financial Management
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Invoice Reconciliation
Service & Inventory Management
Dispute Management
Optimization
EXTENDED SERVICES
Operations Management
Integration Management
Process Optimization
1.0
2.0
Define Process
Metrics
Define Processes
1.0 Define Processes
2.0
Identify Process
Gaps
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
2.0 Define Process Metrics
1.0
2.0
Identify Process
Gaps
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
3.0 Define Gap Hypotheses
1.0
Identify Process
Gaps
2.0
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
4.0 Create Process Documentation
1.0
Identify Process
Gaps
2.0
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
5.0
Develop Change
Management
Initiatives
Measure
Results
5.0 Identify and Prioritize Change Opportunities
1.0
Identify Process
Gaps
2.0
Prioritize Gaps
3.0
Create Process
Improvements
Roadmap
4.0
Develop Change
Management
Initiatives
4.0
Define Gap
Hypotheses
5.0
Measure
Results
5.0
Identify and
Prioritize Change
Opportunities
Create Process
Documentation
Project Tasks
Project Phases
1.0
3.0
Project Deliverables
• Identify and Interview Subject Matter Experts
• Observe Processes
• Compile feedback
 Interview List
 Initial Process Documentation
 Feedback Notes
• Define Process Metrics
• Collect and evaluate key performance indicators
• Identify strategic and complexity levers
 Mapping of Process Metrics to
Initial Process Documentation
 Documentation of Strategic and
Complexity Levers
• Evaluate Gap Hypotheses
• Evaluate Root Cause Hypotheses
• Discuss Hypotheses with Stakeholders
• Define value of strategic and complexity levers
 Gap Hypotheses Document
 Root Cause Analysis
• Create Process Maps
• Create Process Catalog
• Document Gaps and associated Root Causes
 As-Is Process Maps
 Process Catalog
• Understand strategic value of change
• Understand complexity associated with change
• Create prioritization matrix
• Document change recommendations
 Prioritization Matrix
 Process Change
Recommendations
 Business Review Presentation
Fee Structure: Professional Services fees based on time and materials, travel and expenses are reimbursed