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Tag: Orchestration & Management

CCaaS Vendor Value Consulting

Posted on by Eric Russo

CANNON GROUP DELIVERS HOSTED CONTACT CENTER PLATFORM, SOURCING SUPPORT AND PROJECT MANAGEMENT FOR LEADING FORTUNE 500 COMPANY

PROBLEM

Our client was seeking to transform the sales, services, and support functions across the enterprise. They envisioned a technology-enabled transformation and looked to Cannon Group for assistance. New business requirements, along with an aging and costly premise-based platform, were drivers to consider a more functional solution. Technology and vendor options needed to be quickly assessed to meet the business need and timeline. Targeted outcomes were set – a lower cost, cloud-based platform, significantly improved functionality, flexibility to grow over time and an accelerated deployment.

SOLUTION

Cannon Group was chosen to manage the complex requirement gathering, procurement and deployment processes. Because multiple business unit and IT stakeholders were involved, Cannon Group’s approach included a review of each business unit, followed by a holistic assessment across the entire enterprise to identify requirements. Cannon Group identified providers that best matched with client requirements. Cannon Group then managed a competitive bid, negotiated price and service levels – a comprehensive undertaking with a tight timeframe. With each round of negotiations for the multiple vendors who competed, the Cannon Group team also performed highly complex financial modeling of baseline vs. proposed spend. Cannon Group then delivered those insights to our client in an easy-to-digest format to support an informed decision. In addition to facilitating vendor selection, and contract negotiations to get a vendor agreement signed, the Cannon Group team project managed the implementation and the turn-down of the premise equipment. Vendor coordination, issue resolution and escalation were needed to meet the targeted install date.

RESULTS

By replacing the premise-based contact center system, Cannon Group helped the customer achieve $1.5M (35%) in annual savings. Additionally, our client was able to deploy the cloud-based technology along with higher functionality. Added capabilities included integration with ServiceNow, Salesforce, and Oracle Cloud. Improved sales and customer support levels will be achieved along with opportunities to leverage additional functionality in the years ahead.

End-to-End Mobility Management

Posted on by Eric Russo

CANNON GROUP TAKES ON WATER AND INFRASTRUCTURE SERVICES COMPANY’S ENTIRE MOBILITY MANAGEMENT FUNCTION AND ACHIEVES 98% SATISFACTION RATE

PROBLEM

A leading water and infrastructure services company was being spun-off and no longer had resources in place to stay on top of their mobility management. They needed a formal, fully outsourced program and a single point of contact to manage all aspects of their mobile estate and lead cost savings initiates.

SOLUTION

They turned to Cannon Group for an end-to-end, fully outsourced mobility management program to handle everything from expense management and service fulfillment for devices to help desk support and much more. With deep mobility knowledge, Cannon’s dedicated consultant took control of the entire mobile environment. They established programs to ensure services and billing were fully optimized to reduce costs, implemented a company-wide portal to facilitate visibility and service change management, instituted regular governance meetings to ensure internal mobile projects were executed in a timely manner and offered ongoing employee access to a highly trained support center team.

RESULTS

By outsourcing their mobility management function to Cannon, the client now has a repeatable process to deliver workload efficiencies and cost savings. The result: a 98% internal customer satisfaction rating.

Contract Negotiation & Ongoing TEM

Posted on by Eric Russo

CANNON HELPS ACCREDITED UNIVERSITY REALIZE ~$500K IN SAVINGS FROM TELECOM FOLLOWING A REORGANIZATION

PROBLEM

A nationally recognized accredited university went through a reorganization that dramatically impacted the existing IT infrastructure and in-place IT vendors. To meet organizational priorities and deadlines, new carrier contracts were needed as well as a more automated approach to managing a complex billing environment. The client was resource-constrained and required extra support to implement all needed infrastructure changes.

SOLUTION

Cannon Group was engaged to manage the sourcing, vendor management and project implementation processes, start to finish. New carrier contracts were negotiated, telecom services were split-off from the old contracts and new billing profiles were created for the new entity. The Cannon team also project managed the install of new services. To address the new billing complexity and reporting needs, Cannon Group implemented a Telecom Expense Management (TEM) solution to help the customer seamlessly manage their going-forward environment.

RESULTS

With all new carrier contracts in place, the university realized close to $500K in annual savings. From an ongoing operational perspective and using the TEM platform, the university can now view, manage and allocate all telecom charges at both a campus level and by region.

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