Knowledge CenterThe University of New Mexico

The University of New Mexico

University of New Mexico gains visibility and control with Calero

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Industry:

Education

Location:

Albuquerque, New Mexico

Number of Students:

36,000

Staff and Faculty:

20,000

Year Founded:

1889

Solutions:

Calero Telecommunications
Management (TM)

Background

Founded in Albuquerque in 1889, the University of New Mexico represents a broad cross section of cultures and backgrounds. The university employs over 20,000 individuals statewide, including employees of the university hospital. Over 28,600 students attend the main campus, with another 7,600 at branch campuses and education centers. The Telecommunications Department, located on the North Campus, services the entire university community, including students, faculty and staff.

Challenges

The University of New Mexico’s Telecommunications Department had concerns regarding undocumented service number data. In the past, technicians selected and assigned service numbers and then informed the Customer Service support staff of any provisioning changes. However, the information was not always shared between the adjacent departments, resulting in unbilled service. More importantly, there was no way to generate 911 transactions. After performing the quarterly switch and database audit, the Telecommunications Department iscovered that the service had been frequently disconnected or out of service, which caused university-wide concerns. The university needed a single, integrated software tool that would allow it to accurately track all of its provisioning services and changes, billing, and cable records.

Solution

In order to more successfully provide and support telecommunications services within the university, administrators opted to implement a Calero solution. Despite the fact that the Telecommunications Department was functioning without an in-house system or database administrator, it implemented the Billing Manager and Work Order Manager in four months. The University of New Mexico’s commitment to the Calero implementation and its decision to “fast-track” deployment, regardless of its minimal in-house support, contributed to the swift completion of the first phase of the implementation process.

The Telecommunications Department’s manager, Paula Loendorf, stated, “A review of our current business rules and processes was the first step we took during our Calero implementation. Our consultant provided clear explanations of the software, guided us through the choices we needed to make, and pointed out various ways Calero could be used to enhance our operation and improve our efficiencies.“

Results

The University of New Mexico has improved its provisioning services by giving the Customer Service support staff ownership of the service number pools in Calero. Calero allows Customer Service to control the entire provisioning process, ensuring that subscribers are associated with the correct service number and are billed accordingly. The university has also added the Cable Manager in the second phase of its implementation. Telecommunications Department Product Consultant Carolyn Kane stated, “Diagramming our processes allowed us to clearly identify inefficiencies. Once these become apparent, we were able to analyze why they were occurring and determine how our new Calero tools could be utilized to streamline our operation.”

A review of our current business rules and processes was the first step we took during our system implementation. Our Calero consultant provided clear explanations of the software, guided us through the choices we needed to make, and pointed out various ways solutions could be used to enhance our operation and improve our efficiencies.

—Paula Loendorf, Manager, Telecommunications Department

Because the department was able to pinpoint its inefficiencies, it could then identify how to use the Calero modules most effectively. Calero also generates E911 transactions that are fed to campus security. The ability to gradually add Calero modules through a phased implementation suits the University of New Mexico’s operations structure, generating greater benefits to the university, its students, faculty and staff members. As to the future, the university is looking forward to implementing the Technician Portal, further increasing the Telecommunications Department’s efficiency and reliability.

Calero Software, LLC

Calero is a leading provider of Communications Lifecycle Management (CLM) solutions designed to turn insight into action through an intuitive user-interface and visually comprehensive analytics. Calero helps simplify the management of voice, mobile and other unified communications services and assets. With a deep commitment to innovation and customer service, Calero’s CLM approach enables organizations to support the full communications lifecycle, from procurement to payment, including software and services that aid Telecom Expense Management (TEM), Managed Mobility Services (MMS) and Usage Management. Calero has thousands of customers in the United States and more than 40 countries worldwide, including Fortune 1000 corporations, universities and government agencies. Learn more at www.calero.com or follow us @CaleroSoftware.