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TEMCare Dispute Management
The sheer volume of transactions related to Fixed Voice, Mobile Voice and Data and Data Communications services unfortunately lead to billing errors, SLA claims, contract issues, overcharges and many other anomalies that require corrective action and follow up for monetary recoveries.
According to industry analysts, up to 80% of telecom invoices contain billing errors. These errors equate to 3% to 8% in overcharges translating in millions in cost recovery opportunities for large organizations.
Presenting these disputes in a well documented way, understanding the relationship with the operator and the appropriate processes to handle disputes, provide structured follow up till correction and / or recovery requires specialist knowledge provided in TEMCare Dispute Management.
TEMCare Dispute Management opens and tracks billing disputes with vendors; attaches supporting documentation; follows up and engages appropriate contacts and escalates when necessary to manage disputes to closure on customers’ behalf; tracks and reconciles credits.
Large organizations may have hundreds of disputes across multiple operators to manage at any time. Automated dispute management is critical to recover overcharges, enforce billing error credits, claim SLA kick-backs, resolve contract issues and assure elimination of other anomalies. TEMCare Dispute Management applies automated dispute management, making the difficult and time-consuming process to identify, manage, track, and recover telecom invoice errors more manageable.
TEMCare Dispute Management provides detailed status tracking and KPI reporting and business intelligence analytics to provide follow up information to TEM consultants taking care of recovery of credits and refunds.
TEMCare Dispute Management includes:
- Management of telecom invoice disputes through the Total Telecom Service Lifecycle Management (TTSLM) processes for Fixed Voice Mobile Voice and Data and Data Communications services
- High-level and detailed visibility through comprehensive dispute recording
- Full-pay / short-pay decisions management
- Detailed status and escalation level tracking to manage disputes to resolution
- Automated management of any amount of disputes simultaneously
- Disputes are tracked by operator and organized and categorized down to the account number
- Creation of multiple disputes for multiple circuits
- Multiple disputes may be linked together for synchronous tracking overtime
- Dispute tracking and reporting by type of service, operator, location and other measures
- Analytics and reporting on open, submitted, or closed disputes
- Follow up on expected credit date for recoveries, resolution date for other issues
- Financial accruals management of disputes with matching and posting of credits and refunds against multiple disputes
- Visibility into open disputes and expected credited amounts allows prioritizing disputes and budgeting of credits and recoveries
Contact us for more information on Dispute Management and other TEMCare services.
TEM Managed Services take out the hassle
In the current economic climate and for years to come, business executives will remain concerned with managing costs, including runaway Telecom Expenses. Most organisations however don’t have the internal skilled resources waiting to launch a Telecom Expense Management initiative, necessary to contain telecom costs and keep the TEM processes going in a timely matter. Telecommunication expenses may represent 25% to 50% of ICT expenses, yet are escaping cost-containment initiatives due to the growing complexity of Telecom Services. Managing telecom requires highly specialized people, with specific skills and deep industry knowledge that only comes with experience from a large number of TEM projects. Organizations may discover that they don't have the right people or resources to execute their Telecom Expense Management initiative internally, all or in part. The expensive internal operational costs and complex administrative headaches of managing telecommunications bills, service provider relationships and especially rapid growth of mobile and data services are effectively addressed by a TEM initiative. But addressing the resource issue is equally important to assure savings in a quick and sustainable manner. That’s why Convergence provides a comprehensive portfolio of Managed Services to assure managing and optimising of data, voice, and mobile expenses is assured with a minimum of internal resources. Our TEMCare Managed Services, allow you to outsource the repetitive, tactical tasks that support your TEM initiative. We provide TEMCare Managed services for both on premise and Convergence hosted TEM deployments. These SLA based services guarantee unparalleled control and visibility into your organization's telecom spend while maintaining strict security and confidentiality standards. TEMCare Managed Services employ industry best practices, install collaborative processes between your and Convergence's resources and are customizable to your individual needs and outsourcing level required. TEMCare Managed Services take out the hassle of establishing and maintaining your TEM initiative, are carefully tuned to match each client’s needs and budget and focus on results.
TEM Knowledge
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TEMPOR Enterprise
Accessible through the TEMPOR and TEMPOR Enterprise TEM Portals, Convergence's BillIntelligence and TEMExpert software, integrated with Rivermine's leading TEM software result in true Global TEM capabilities. -
BIG 4 Consultancy EMEA Chemical Company Global BI Software Provider Large European Bank National Retailer Port Services Company Regional Publisher and over 150 more -
Aberdeen AOTMP EVUA Forrester Gartner IDC Insight Research -
Download from the Convergence white paper library to improve your knowledge on best practices in Telecom Expense Management.
Read the "What is TEM?" Rivermine primer.
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