BlogHow Two Government Entities Innovate With CLM/TEM For Big Results

How Two Government Entities Innovate With CLM/TEM For Big Results

december 8, 2016, Communications Lifecycle Management

Some may be surprised to hear that a government entity is an innovation leader. But, in fact, two long-time Calero customers are public sector organizations that are breaking long-held assumptions and becoming recognized as true leaders in innovation. The United States Postal Service (USPS) and The City of Dallas are both embracing Communications Lifecycle Management (CLM) to gain holistic transparency and control over every aspect of their communications estate – from procurement to payment. The value they derive from CLM certainly includes cost savings – but there is so much more they are gaining.

AOTMP recently published a white paper titled Going Beyond Just Managing Telecom – How to Ignite More Value that outlines how they went about implementing CLM and shows the benefits they are creating with their CLM solutions.

What falls under CLM?

Communications Lifecycle Management is the name for the next generation of Telecom Expense Management (TEM) which many companies use to manage invoices and expenses. According to AOTMP, “the goal of CLM is to manage all aspects of communications holistically, to understand technical, operational and financial performance in aggregate, and demonstrate the impact the communications estate is having on the business.”

CLM includes:

  • Asset Management
  • Tracking hardware, software, maintenance, services and labor associated with each category of communications from procurement through retirement
  • Usage Management
  • Monitoring service and capacity utilization across all communication categories
  • Expense Management
  • Managing and optimizing all communications expense
  • Shared Service Management
  • Allocating communication costs across the business and providing visibility into expense
  • Service Support
  • Providing support to employees to ensure optimal communication experience including equipment ordering and fulfillment, on-going support and retirement services

The scale of the US Postal Service’s challenge was a big one. With an office in every town (34,000 locations) and managing business with every telecom provider in the US, they faced over 4,000 invoices every month for its 90,000 voice services, 22,000 mobile devices and 250,000 carrier scanners with cellular service. CLM now allows USPS to know what they have, where it is and how much they are paying for it – with one centralized view. The USPS has integrated their CLM solution with ServiceNow to improve service ordering efficiency and to ensure inventory accuracy. The improved visibility has provided them with significant contractual leverage to negotiate competitively for bandwidth upgrades as well as the information to support compelling business cases to justify new technology purchases.

The City of Dallas has a best-in-class CLM program that manages not only traditional voice and data telecom services, but they have incorporated other IT assets into their centralized repository. They have taken the standard offering of TEM and used the same tool to do software, hardware and other IT infrastructure management. The resulting solution helps the City determine, at any time, what assets, services and software licenses any employee might have and department managers can gain visibility into the assets and usage of their employees.

The future of CLM

CLM is the next evolution for what began as simply managing telecom expenses and invoices. Based upon AOTMP Research, “the most common technology deployments that are planned over the next 12 months include VoIP / SIP, Cloud Services and Unified Communication technology.” It will become standard that every organization will want to bring together all aspects of the communications landscape to gain centralized visibility and control for cost and other organizational benefits.

To learn more about how these organizations transformed TEM into the more expansive CLM, download the white paper from our Knowledge Center.