Enterprise TEM and EMM Vendor Adoption
Organizations spend $1.5 trillion dollars a year globally on fixed and mobile telecom services. Managing the service lifecycle requires people, processes and technology to address technical, financial and operational aspects of each service. When asked about the most important activities in a telecom management practice, organizations cite auditing, optimization and inventory as the three most important activities. To that end, telecom expense management (TEM) and enterprise mobility management (EMM) vendors offer software and services to support these and other lifecycle management activities; however, TEM / EMM vendor adoption is still relatively moderate across business and government organizations.
In a recent AOTMP research study of 259 organizations, only 53% indicated using the software and/or services of a TEM / EMM vendor. Auditing, optimization and inventory are at the heart of TEM and EMM vendor capabilities, so the moderate level of adoption of these solutions is puzzling considering the stated market importance of each activity.
The most common reasons cited by organizations for not using a TEM / EMM vendor in their telecom management practice are (1) inability to justify the added expense, (2) activities handled internally/no third party is necessary, and (3) belief that managing a TEM / EMM vendor and software is too much work. On the other side of the equation, 32% of organizations using a TEM / EMM vendor solution report an increase in FTE efficiency and productivity gains because of the relationship. And, organizations with a TEM / EMM vendor realize an average cost savings of 9% against fixed / wireline services and 12% against mobile/wireless services.
These findings indicate that the TEM / EMM market has room to grow, but efforts are needed to help business and government organizations build business cases that neutralize perceptions inhibiting adoption.
Timothy C. Colwell is a telecom management industry thought leader exploring the impact of technology as a business accelerator and social capital enabler.