In the retail industry, there is an expectation of outstanding customer service. But in today’s economy, you often need to work more with less. ISI offers solutions to help retail organizations manage their telecommunications while improving their customer service. By implementing reporting tools focused on Business Intelligence Reports, retail organizations can effectively manage their support staff, track abandoned and transferred calls, and ensure customer confidence and satisfaction.
Call Accounting & Reporting
Telecom Audit & Optimization
Large retail chains are often made up of a headquarters and a number of branch locations, which are constantly opening and closing in towns and cities. As these branch outlets open and close, there are instances where trunks and circuits no longer in use are still being accounted for in the overall telecom expenses. Likewise, when specific processes are not in place to activate and deactivate phone lines, or when organizations consume smaller branches without a properly-documented inventory, the telecom spend could be hemorrhaging money without you even knowing there’s a hole. Landlines are assigned to desks, but not reported or disconnected when the employee moves on. Cell phones are often distributed without written justification for employee use. Carrier bills go unreconciled, and inventory records are haphazard and nonexistent with regards to phones or devices dispensed to employees.
ISI's Telecom Audit service (Telecom Profit Optimizer™, or TPO) provides a simple, quick, way for financial institutions to get a snapshot of their telecommunications expenses. ISI analyzes a company's telecommunications expenses at no cost, and provides analysis and an itemized report identifying areas that will provide potential cost-savings. Fees are based on a percentage of the savings that ISI finds for the company. ISI is paid only when implemented recommendations lead to real savings.
Infortel® Invoice Manager – TEM
Retail stores generally don’t spend a lot of time analyzing their telecom costs. Many stores keep minimal, if any, documentation justifying their employees’ use of cell phones and other electronic devices. Approval processes are surrounded with red tape and very little paper trail. Locations and inventory (circuits, PRI and pots lines, etc.) are often not maintained, which is highly problematic as budgets become more and more scrutinized in an effort to keep stores afloat in challenging economic times. Lack of documentation makes cost allocation difficult to manage and many institutions continue to utilize confusing, outdated spreadsheets and finance software to manage their expenses.
They need a telecom expense management (TEM) solution.
Infortel® Invoice Manager is designed to help resolve these issues. TEM is a software platform that allows organizations, departments, and facilities to manage expenses tied to their telecom network. ISI provides a means to help analyze and pay telecom invoices. Utilizing auditing and productivity tools, Infortel Invoice Manager allows users to perform cost allocation, establish automated invoice approval processes, and simplify procurement. TEM assists with inventory management and increases visibility of an organization’s telecom spend which allows management to make more informed decisions. This helps identify where telecom expenses can be slashed and savings dropped to the bottom line.
Infortel® Wireless Manager – TEM
Enhanced Wireless Services
Many retailers are moving towards providing wireless devices to their employees. They establish relationships with carriers for mobile voice and data service or allow employees to bring their own devices and reimburse the mobile costs through expense reports and itemized carrier bills. Mobile bills, however, are plan-and-option-based, and the amount of money an organization will pay toward mobility is contingent on the employee’s job description and pay grade. Minutes, text messages, and data plans can fluctuate for a variety of reasons, most notably an employee’s increased or decreased amount of travel, where that trip takes place (domestically or internationally) and the time of year. Sudden high-minute use, continuous overages, and high texting can skyrocket mobile costs.
ISI’s Enhanced Wireless Service provides organizations a way to manage the devices they provide their employees and helps optimize rate plans according to situations. Based on three-month averages, Infortel Wireless Manager flags abnormalities to provide management a means to make adjustments. If a cell phone is no longer being used, ISI will work with carriers to dispose of or deactivate the contract. If a device is missing discounts, Enhanced Wireless Service will identify and flag it. Unified reporting across carriers produces one easy-to-work-with invoice. Voice, text, and data plans can be optimized to eliminate overages and provide ideal rates based on an employee’s job function. Inventory can be documented and tracked by user. Most importantly, retailers will have the ability to manage the mobile costs associated with their employees’ devices and gain control over their wireless spend.
Help Desk is an add-on to the TEM system. If a retailer has corporate-liable mobile devices and does not wish to dedicate hours to their IT staff to handle activations, warranties, discounts, and overall support, then Help Desk is an ideal solution. Help Desk will manage upgrades, add/remove data and voice/text service, and manage the daily, weekly, and monthly mobile optimization fluctuations for your organizations, allowing staffs to focus more on their primary duties. Help Desk is available Monday-Friday, 8am to 5pm CST.