Nermine Shaker
Principal Consultant
Abilita Telecom Consultants
nshaker@abilita.com

Although the use of wireless phones has become more and more prevalent over the last several years, the business world is just catching on to the many benefits of going wireless beyond telephone service. Today’s wireless features offer much more than just a telephone connection by providing on-line applications, mobile-to-mobile two-way radio type features, messaging and calendar options.

With all these features, employees can work from any location and this seems to be a growing trend. However, problems arise in keeping track of devices, users, plans and managing costs. Research shows that if you are not continuously managing your wireless spending, you could be overspending by more than 25%.

Managing your business’s wireless telephone service, including all the newest features, can be complicated however, so this article will explore some of the basics of managing your company’s wireless telephone service.

Whether you choose to manage your wireless spending yourself or outsource to a telecom management company, the first step to taking control of your wireless spending is to know your current usage. This includes number of users, location of the users, types of devices used, and the patterns of users. Armed with this information, you can start to optimize your wireless assets.

Some areas of optimization include getting discounts on service options, pooling phone minutes, early termination clauses, and commitment levels.

Many companies let their employees choose their own device and service plan and then reimburse them individually for their costs. This usually results in the company paying the highest rates offered and they have no control over the employee’s choices. Other companies give company phones to their employees, and the company is billed under one corporate rate. And usually, there are multiple vendors because of geographic demands, the need for specific devices, or inherited accounts.

You want to make sure that the wireless contracts you negotiate are advantageous for your company and will hold up over time. You have to have a partnership with your provider, especially since you don’t want to be switching providers every year. Flexibility without penalties is something to strive for. You don’t want to be stuck in a rate plan that won’t fit after your company’s needs change over time. Adding or decreasing pool plan minutes without penalty is one example of this flexibility.

Reviewing your bills each month is critical, particularly in the first few months after you have signed up for new service. Make sure you understand every single line item, and if you don’t, get your provider to explain what doesn’t make sense. Make sure you are not getting hit with any hidden charges, or that the level of use is not more than you anticipated, making it necessary to bump your plan up to a little higher level of service.

Monthly wireless expense management will also allow you to find services and devices that aren’t being used, or aren’t being used to their fullest potential, adding certain plan features like text messaging to accounts that need it, or adding or reducing minutes to accounts that go over or under the monthly allowance.

Track your wireless telephone expenditures for at least the first year to identify trends in usage. Do your employees use the phone more during certain seasons or busy times of the year? Are there periods where your company experiences a lot of down time and when you don’t need quite so much service? If so, get your sales rep on the phone and see what he or she can do to reduce services (and the cost to you) during such slow periods.

Finally, educate your employees as to how you expect them to use their company phones. If you have unlimited minutes, and don’t mind your staff using their phones for personal use, then let them know that. If, however, you are charged by the minute, you will want to firmly instill in your personnel how their company-issued telephone is to be used. Providing your staff with an overview of your business’s telecom expense management system, and a simple list of dos and don’ts when issuing them their phone (and maybe even having them sign a statement that they understand), can go a long way towards preventing misuse and added charges.

If you would rather concentrate on your business, you can hire a Telecom Expense Management (TEM) firm to manage your wireless spending. These TEM providers can offer assistance in crafting your company’s wireless policies and overseeing your provider’s charges. Qualified TEM experts can check that your carrier is charging the correct rates, giving equipment discounts, correcting taxes, fees and surcharges and making sure you are only paying for services you are using.

Companies spend a large potion of their telecom budget on wireless devices and services. With the growing trend of employees working from anywhere but the office, these costs can only increase. Arduous management of these assets is an important part of a company’s operation. And in some cases, outsourcing the management of wireless assets will provide a significant return on investment.

About the author:

Nermine Shaker has a M.S. in Telecommunications Management from Golden Gate University with more than twenty-five years of experience in planning, implementing, managing and consulting on telecommunications projects. Ms. Shaker has generated millions of dollars worth of savings for her clients. She is a Principal Consultant at Abilita.

Nermine can be reached at (310) 793-0711 or nshaker@abilita.com

David O'Kell
Managing Consultant
Abilita Telecom Consultants
dokell@abilita.com

Whether travelling for business or pleasure, we all want to keep in touch. With global cellular coverage on the GSM network, keeping in touch is virtually seamless. But without some planning and discipline, your cellular roaming charges can rival that of a 5-star hotel.

International roaming rates for calls to/from Canada range from $2.00 per minute in Europe, $3.00 to $4.00 per minute in the Caribbean, and $2.00 to $3.50 per minute in Asia/South Pacific. The rate for local in country calls ranges from $1.00 to $3.00 depending on the country. Even just a few calls to check voice mail can add up. (Rates may vary somewhat between providers)

You can reduce international voice roaming charges about 80%-90% by using a local cellular provider in the country. You will have a local telephone number for the country that you are visiting. Typically calls to Canada will be about $0.20 to $0.30 per minute and local calls will be about $0.10 per minute. There is no charge for incoming calls, as the calling party pays for calls to cellular phones.

How to go local…..

1. First you need to have an unlocked GSM cellular phone. Most cellular dealers will unlock you phone for a reasonable charge.

2. On departure, set your voicemail to say that you are travelling and will check for messages. You may also want to call forward your cell phone to your office voicemail, which will reduce the number of calls to check voicemail.

3. On arrival in your destination, get a pay as you go cellular account with a local provider. These can easily be obtained at any cellular dealer, and sometimes even at the airport.

4. Replace the SIM card in your cellar phone with the new local SIM card. If you are at a cellular store, get the store to do the switch and test the service.

5. Text message or email your new international number back to your office, family and other key business contacts.

6. If you run low on pre-paid minutes, these can be topped up using your credit card over the phone.

The added benefit is that you will have a local number to use for incoming calls when needed.

If you have employees who regularly travel internationally to the same countries, you can re-use the local pay as you go SIM card and telephone number by just keeping it topped up with minutes. Normally, pre-paid minutes will last 4-6 months before the card/account is cancelled.

Blackberry and Data Roaming

It is more difficult to set up a prepaid data account and synch your email.

If you have a Blackberry or other voice/data device, you should use it for data on international roaming and call forward or turn off the voice calls. For voice, use a cellular phone for voice with a local number.

International data roaming charges are typically $0.05 per kb with a 10 kb minimum.

Best Practices when travelling

1. Change your voicemail to let people know that you are travelling.

2. Call forward your messages to a single voicemail box.

3. Where practical, use text messaging or email rather than voice as these are less expensive than voice calls.

With some planning and foresight you can keep in touch without having a 5-star cellular bill on your return.

For more information on how to control and manage cellular costs, call 1- 800-594-1346.

David O'Kell
Managing Consultant
Abilita Telecom Consultants
dokell@abilita.com

How To Keep Your Roaming Fees Less Than Your Airfare!

When travelling in the US, cellular phones make it easy to keep in touch. But without some planning, your cellular roaming bill can be a nasty surprise on your return.

Depending on the cellular provider, US roaming rates range from $1.45 to $1.79 per minute for calls back to Canada. The rate for local calls is $0.95 to $0.99 per minute plus long distance from Canada for incoming calls. It is very easy to get a $100+ cellular roaming bill for even a short trip.

Tips to Reduce US Roaming Fees

For occasional travellers, you should call your cellular provider (*611 on your cell phone) before you go and add some US minutes as an option to your plan. At the same time, you can also cancel the feature for the end of your billing cycle. If your trip will go over your cellular billing date, then you will need to purchase the US option minutes for two months. With one call before you travel, you can reduce your roaming costs by 60% to 90%.

Depending on the provider and the number of minutes purchased, the cost will be from $40 to $300, or $0.67 to $0.19 per minute including long distance. Be sure to purchase enough minutes, as the extra minutes used will be rated at $0.75 to $0.95 per minute, still less than the regular roaming plus long distance rates. If you only use your phone 20 minutes on the trip, it pays to use this US roaming option. (Note: This option is only available through Bell Mobility and Rogers.)

Regular travelers to the US can also use this strategy to keep their total cellular costs down. In this case, keep the US option on your cellular plan as a regular feature. Monitor your usage and purchase enough minutes to cover an average trip. For periods when you are not going to the US, say over the summer, then you can take the feature off.

The other option if you travel regularly to the US, is to have a digital North America cellar plan which includes North American long distance and US roaming. Depending on the provider and the size of plan, the costs for minute including long distance will be from $0.17 to $0.34 per minute.

However, this is still two to three times more expensive than a local calling plan. If you use a lot of local minutes and a lot of US minutes, then you best strategy is to use a local calling plan as your base and add US minutes as an option. The savings on your local plan will offset the higher cost of the US minutes.

If you talk a lot in both Canada and the US, then you should consider having two cell phone accounts and numbers, one with a US provider and one with a Canadian carrier. You can use call forwarding to avoid missed calls.

Data Roaming Fees

Unfortunately at this time there is not an equivalent data plan for US roaming. Data roaming rates are about $0.05 per kb. Bell Mobility users can purchase an option for discounted US data rates. There is a new Blackberry coming later this year which allows for a Wi-Fi connection, for no cost data and voice calls for tech savvy users.

For companies of all sizes, wireless is a great communications and productivity tool. But cellular costs remain the single fastest growing and least controlled of all telecom costs. Every company can benefit from a program to manage, track and reduce cellular costs.

Contact us at 1-866-509-4028 to find out how your company can benefit from a managed cellular cost program.