Jon Giberson President/Founder - CONNECTIONS, Telecom Cost Control
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Transcript of Jon Giberson President/Founder - CONNECTIONS, Telecom Cost Control
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Jon Giberson President/Founder - CONNECTIONS, Telecom Cost Control
Grand Canyon Alliance of AVAYA Users Group
Increased Cell Phone Use
Brings Increased Risks
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Wireless Growth Has Many Plusses…
• Companies that have deployed mobile field service solutions have realized:• 27% improvement in worker productivity• 19% improvement in customer
satisfaction• 17% increase in over profitability• 13% increase in service revenues
• Aberdeen
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…And Some Negatives!• On average, organizations are paying
25-55% more per minute than they should because they are unable to control wireless costs.
• Numerous surveys
• The 30¢ per minute call is back!
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Do You Know?
Can You Afford Not to Know?
Risk – Loss of Device
Risk – Abuse
Risk - Control
Risk – SafetyRisk – Cost
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Do You Know The Most Expensive Misconceptions?
• Since we pool, we are fully optimized• Finance closely monitors spend• Managers effectively review and
monitor their employee usage• The carrier’s electronic billing portal
provides all the information we need• We have a pretty good handle on
things
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The Invisible Spend
• Wireless usage now exceeds wireline• 52% of enterprises have no formal
wireless cost management program• 21% have programs less than 1 year
• Aberdeen Group
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Costs Are Increasing• How much or what you are paying for
are you actually using?• Are you over or under utilized?• How much of what you are buying –
are you actually using?• “FREE” is never free• Visibility leads to more controlled use
and savings
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Utilization• Plan effectiveness determines ECM!
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Loss of Device• Number one threat to corporate
information security• Users are lazy when it comes to
mobile technology• Open devices lead to data loss• How are employees using the
device?• Educating users is essential
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Threats• Wireless phones are more like
computers than their wireline counterparts– Easily lost or stolen and used to
penetrate corporate defenses– Can access virtually all aspects of your
information network• Many employees don’t add pass
codes• Viruses are becoming more common
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Vulnerability• Smart phones have the power of a
PC• 1 Ghz processor, many MBs RAM
• Same types of attacks as PC• Jamie De Guerre, CTO Cloudmark
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Abuse• Most employers believe this is the
biggest problem• What is acceptable use?• New workforce, new times, new
attitudes– 2010 – 50% of workforce retires– Replaced by 20-30 year old
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Data Misuse & Abuse• Apps are “Under-the-radar” costs– Apple – 3 billion apps downloaded– 20 billion by 2013
• Most “free” apps require data– FaceBook, GoogleEarth– Cellflirt - $9.95/month data charge– Ringtones – monthly fee!
• Apps are this generations’ solitaire
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Do You Know How MuchUse And Abuse You Have?
USE• Talking• Tethered modem• Backup data• Internet• Memo taking• GPS navigation• Camera• Texting• Ringtones
ABUSE• Personal calls• Internet• Social networking• Ringtones• Camera/video• Texting• Music• Jokes
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Do you know what your employees are doing?
They Are Social Networking!•Almost two-thirds of those with Facebook accounts access them at their workplaces• Huge loss of employee productivity
•Almost a quarter of today's employees check Facebook more than 10 times a day
• Study by Common Sense Media.
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Do you know what else your employees are doing?They Are Texting
• Over 50% of texts are personal• 30% of users say 100% of texting is
personal– PEW Research Center survey
• We are becoming a text-centric society– Voice usage is going down– Texting is going up
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Safety – Text-Driving is a National Epidemic!
• Text driving is more dangerous than drunk driving!
• Talking while driving – non-hands free• Reading email while driving – Bus driver in LA reading Kindle
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Do You Know What Your Risks Are?
• Dykes Industries of Little Rock paid $20.9 million
• Cooley Godward, a Virginia-based law firm - $30 million
• The State of Hawaii fined $2.5 million -20% liable for plaintiff's injuries
• Employee on his own time using his own phone made a call to a customer caused accident. The employer settled the case for $500,000
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States’ Ban on Texting
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2008 Chatsworth train collision
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What Happened? “Text Training”
• Union Pacific freight train and a Metrolink commuter train collided head-on
• NTSB faulted the Metrolink - the engineer was texting!
• 25 deaths - the deadliest accident in Metrolink's history
• Claims are expected to exceed the $200 million liability limit set in 1997
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USTD Considering Outright Cell Phone Ban In Cars
• U.S. Transportation Secretary Ray LaHood says “motorists are distracted by any use of mobile phones while driving, including hands-free calls”
• Doing research that may lead him to push for a ban.
http://www.bloomberg.com/news/2010-10-08/lahood-weighs-urging-u-s-ban-on-all-driver-phone-use-in-cars.html
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Control• Personal vs. Corporate Liable• Is it my data?• How do I get it back?• IRS – what is the new law?
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Cell Phones removed from IRS listed property
• Section 2043 of the Small Business Jobs Act of 2010 (HR 5297) removed cell phones from the definition of listed property for which an employer must substantiate that all or a portion of the use of the listed property is by employees in the employer’s trade or business.
• President Obama signed the legislation on 9-27-10 and the provision on cell phones is effective for tax years ending after Dec. 31. 2009.
http://frwebgate.access.gpo.gov/cgi-bin/getdoc.cgi?dbname=111_cong_bills&docid=f:h5297enr.txt.pdf
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Do You Know How Call Accounting Reports Can
Help?• Who is in your Top 10 free list – this
month?
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More Call Accounting Report Help
• Mapped Number Report– How are telecom resources being used/misused?
– Customers, vendors, employees’ home and cell
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Do You Know About Cellular Gateways?
• A mobile device that connects to your PBX– Looks like a trunk group
• Converts paid minutes to and from your cell phones and PBX to mobile to mobile
• How do you determine feasibility and ROI
• Call accounting reports!
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How Can A Monthly Analysis Help?
• What is the correct plan for each user?
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A Monthly Analysis Will Show…• Effective cost per minute– Invoice Total divided by total Minutes used
29.68¢ per minute
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Analysis Reports• Analysis and reporting summary• Long distance exception• Roaming exception• Family plan numbers• Voice usage detail• Text usage detail• Data usage detail • Rollover vs. polled minutes analysis
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Some Common Analysis Findings
• 800,000 rollover minutes• Phones with zero usage• $10/month data usage– Ring tones & social network sites
• $20/month text plans with few texts• Users with no text plans – many texts• Roaming text charges• Heavy 411 users - $1.99/call
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Do You Know if Policies Are Followed?• Safety goes down
- liability goes up!• Modify behavior
by controlling activity.– Disable texting
over XX MPH– Shut off phone
from 5pm – 8am
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Do you know where key employees are?
• Locate device with VXTracker, Mobile Voice Manager– Delivery/trucking, visiting nurses, union
issues
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Defining Success• Success in wireless management is:– Creative, aggressive support of the
business mission through wireless technology
– At the most cost-effective basis–Without burdensome controls on users–Measurable results
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Do You Know What to Do?
Create, communicate and enforce wireless policiesCreate and maintain a wireless device inventoryUnderstand how cellular usage supports your
businessOptimize your spend by ensuring that users are on
appropriate plansGive management reports they need for proper
oversightGain more accountability from your wireless
subscribers Negotiate with your providers
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BenefitsThere are many benefits with truly understanding wireless usage and subscription - one of which is cost savings between 10%-30% of an organization’s cellular budget.
KNOW WHAT YOU DON’T KNOW