Upload
dokhanh
View
232
Download
0
Embed Size (px)
Citation preview
SouthWest Water Company Partners with BullsEye Telecom® for Agile and Responsive Mobile Workforce
Improves Service Reliability and Reduces Mobile Expenses
“ With an increasingly mobile
workforce, over 33% of our
total telecom spend is allocated
to mobile. Leveraging our
partnership with BullsEye Telecom,
BullsEye Wireless™ provided
an overall savings of 30%, with
additional savings projected
as we continue to consolidate
our mobile voice and data
services.”
– Mark Dinning, Telecom manager, SouthWest Water Company
®
C A S E S T U D Y
Wireless
BULLSEYE TELECOM INC. | www.bullseyetelecom.com
SouthWest Water Company (SWWC) strives
to provide responsive service and support
to business and residential customers
nationwide. Making strategic investments
in its network and communications
technologies at call center, data center
and regional office locations had taken
the company to the next level.
Now, to become more agile in an increasingly
competitive market, SWWC had to find
new ways to streamline field operations
and consolidate costs. All of this had to be
achieved while maintaining award-winning
operations, including two recent Plant
of the Year awards, Safety Agency of the
Year award, Supervisor of the Year award
and an Inspirational Operator of the
Year award.
The Rogue WayOne of the company’s most significant
challenges has been to reduce the high
cost of its mobile communications.
According to Mark Dinning, Telecom
manager at SouthWest Water Company,
“We were working with several carriers
to meet the demands of our nationally
dispersed and growing fleet of service
engineers. More than one thousand field
employees require mobile technology,
yet we were never provided a formal
service agreement, the ability to
negotiate discounted rates or offered
any kind of dedicated support from
our previous providers.”
Although SWWC had a corporate managed
mobile program, employees would often
purchase mobile devices on their own.
Since previous providers did not allow
pooling of minutes. Each employee
had his own separate plan and contract.
The process became decentralized and
required Accounts Payable to allocate funds
in multiple ways. “This was a logistical
nightmare for our internal Telecom
department, not to mention the process
of tracking individual contracts, handsets
and service level agreements,” said
Dinning. “Lines had to be allocated to
general ledger (GL) codes manually,
and there was no real-time way to view
all of the lines or features for which we
were paying.”
The disparate process of ordering and
paying for mobile service did not allow
SWWC any business insight into its mobile
telecommunications, which made up more
than 30% of its total telecom spend. Having
had success with BullsEye Telecom® as a
partner for all its other telecommunications
services, SWWC decided to take a look at
the BullsEye Telecom wireless service.
The BullsEye Telecom® SolutionA Tried and True Partner
For almost two years, BullsEye Telecom
has helped SWWC achieve increased savings
while enhancing its telecommunications
infrastructure nationwide. Consolidating
wireless and mobile solutions for SWWC
corporate and field employees was just
another benefit of working with a total
business solution provider such as
BullsEye Telecom.
BullsEye Telecom migrated the company’s
existing mobile lines over to BullsEye
WirelessTM service with a 100% network
availability guarantee and zero interruption to
services. Next, BullsEye Telecom introduced
a Corporate Group minute plan that allows
pooled minutes to be available for all
SWWC employees, which eliminated all
line level overage charges and included a
corporatewide voice, text and data package.
“ The BullsEye WirelessTM solution put an end to our employees’ rogue purchasing habits. By selecting specific handsets that meet our employee requirements, our corporate office streamlined procurement and contained costs.”
– Mark Dinning, Telecom manager
According to Dinning, “The BullsEye
WirelessTM solution put an end to our
employees’ rogue purchasing habits.
By selecting specific handsets that
meet our employee requirements, our
corporate office streamlined procurement
and contained costs.”
BullsEye Telecom® then added all mobile
lines to SWWC’s consolidated telecom
bill with the appropriate departmental
GL codes. “We no longer receive multiple
invoices for wireline, data and mobile,
as all our services are on one electronic
invoice,” said Dinning.
The BullsEye Telecom solution also
includes a client portal that allows SWWC
to run custom reports, including tracking
usage and reporting inventory, for all
locations nationwide. The client portal
provides business insight that allows
SWWC to project utilization by department
and forecast annual mobile spend with
a consistent monthly rate nationwide.
“Now we can make better business
decisions about departmental usage
and consolidate device costs through
inventory management,” said Dinning.
Emergency Response
As part of SWWC’s emergency response
initiatives, supervisory control and data
acquisition (SCADA) devices have been
installed to monitor and measure water
pressure and flow. These devices are
supported by BullsEye Telecom wirelines
and are critical to operations. When
the SCADA devices report a change in
pressure, they ring to central dispatch.
By integrating the BullsEye Telecom wireless
solution, SWWC is able to program the
devices to ring directly to on-call employees
after normal business hours. This ensures
24/7 availability and significantly reduces
emergency response times.
Protecting the Environment
The BullsEye Telecom solution has also
contributed to the company’s conservation
efforts. As part of an environmental
protection program, SWWC posts signage
with a dedicated toll-free number for
citizens to call to alert the company
of any incident involving wastewater.
Rather than paying outside resources to
monitor the line 24/7, SWWC provides
an automated system that alerts on-call
employees when a message has been left
on the dedicated line. Through BullsEye
Telecom’s Simultaneous Ring feature,
the dedicated line rings local employees’
mobile phones simultaneously, playing
the message back to the first responder.
“The program has greatly improved
SWWC’s ability to respond on a timely
basis,” said Dinning. “With the range of
telecommunications services we get from
BullsEye Telecom, we’ve been able to
create new enhancements that bring us
closer to unified communications initiatives.”
Planning for the Future
SWWC continues to leverage the
partnership with BullsEye Telecom to
expand network capabilities and meet
future telecommunications requirements.
In the current model, fleets of SWWC
service employees are dispatched to
their local serviceable and remote areas
across nine states. Each employee is
randomly contacted via a phone call
or email on his mobile phone from the
dispatch hub. This creates issues with
not only the timeliness of response, but
increases opportunity for communication
errors relating to service needs.
To improve the effectiveness of SWWC’s
field employees, service vehicles will
soon be equipped with mounted
laptops and connected through data
cards and GobiTM chips provided by
BullsEye Telecom. This will enable service
employees to view service orders directly
on their laptops, and log response/resolu-
tion information directly to dispatch. GPS
tracking devices will also allow dispatch
to send service orders directly to the field
employee closest to the location in need
of service. This minimizes response times
and maximizes the efficiency of SWWC’s
mobile fleet.
“BullsEye Telecom’s broad solutions
portfolio touches every aspect of our
communications network. Through our
partnership, SWWC is enabling a more
agile mobile workforce, thereby increasing
productivity and decreasing total cost of
ownership,” said Dinning.
© 2011 BULLSEYE TELECOM | www.bullseyetelecom.com | Confidential & Proprietary
“ With the range of telecommunications services we get from BullsEye Telecom,® we’ve been able to create new enhancements that bring us closer to unified communications initiatives.” – Mark Dinning
BullsEye Telecom® is an experienced leader in telecommunications for national multi-location businesses in the United States. Through our flagship Corporate Advantage® program, we empower enterprises with the tools they need to consolidate and better manage critical business functions. BullsEye Telecom provides customized solutions, dedicated account management, consolidated billing and invoice integration all in a single-source environment. Our diverse services portfolio, coupled with our deep industry knowledge, make us the ideal partner to customize a Total Business Solution for organizations such as yours.
BullsEye WirelessTM
Get the mobile advantage while reducing the total cost of ownership (TCO) for your telecommunications. With BullsEye Wireless,TM you’ll benefit by streamlining the complicated process of managing multiple providers, unfavorable cost structures and the monthly hassles that comes from processing and paying multiple wireless bills.
Reduced hassle and time spent managing different wireless providers
Extensive nationwide wireless coverage
Enhanced visibility into and improved tracking of wireless usage and spend
Competitive rates and multiple rate options: Individual, Corporate Group and Shared plans
Retained use of select mobile phones and equipment
Simultaneous RingSimultaneous Ring is a Digital Voice feature that enables you to program calls to your Digital Voice line to ring at up to 10 different numbers. With this feature the call ends when it is answered by the first available person. Calls can be programmed to ring to any wireless, home or office number. With Simultaneous Ring, you’ll never miss a call and your calls will be answered more efficiently. For complete self-managed flexibility, you can independently program this feature via the Digital Voice online portal. Simultaneous Ring also helps ensure business continuity.
BullsEye Telecom stands by our solutions, offering best-in-class service and support 24/7/365. Our team of highly skilled technical experts is on hand to provide accelerated resolution for all your needs. We’ll provide consistent, secure and innovative telecommunications that keep your business competitive by addressing its changing needs. Start a conversation with a BullsEye Telecom sales representative today!
Toll-Free: 1.877.438.2855 | [email protected]
www.bullseyetelecom.com
®
Competencies on This Case Study