Page 15 - Telecom Reseller May-June 2017

May/June 2017
Telecom Reseller 15 AThe Technology Innovation Paradox
COLWELL
by Timothy C. Colwell, SVP Ef ciency First® Adoption – AOTMP (www.aotmp.com)
relationship between technology and business communications enablement, but there is still opportunity to improve technology innovation support overall. e next strata of technology innovation alignment with business strategy
is achieved when investment in innovation
is embraced and factors hindering success
are reduced to marginal status. Innovation opportunity exists and when it is fully supported by the business, positive business returns will be generated. n
Ask the Telecom Pro - June 2017
Q: My company closed a small business o ce 6 months
ago. It was cheaper to keep
the broadband services for the remainder of the contract term than to cancel the service, so we did not cancel it when we moved. The new tenants at that building ordered a technician from the carrier to x some services and
we were billed on our broadband account for the service call claiming that it was our unused service that needed repair. How do I dispute Athis charge?
: Contact the carrier and
formally dispute the legitimacy of the charge. If they do not credit the charge, request details of
the approval for the service call including the name and contact information of the person that placed the service call order and any signature information obtained by the technician onsite. Whomever placed the service call and signed
o on the service ticket will not
be an authorized party for your company on the account and you can use the fact that a service call was ordered by an unauthorized party to Qsubstantiate the dispute claim.
: Are CSRs necessary when
building and validating a Aservice inventory?
records (CSRs) o er service, con guration and charge detail for local exchange carrier services at
a deeper level than most invoices. Common details that are available on CSRs that do not always appear on invoices include service address, line features, line con guration details, circuit mileage, surcharge detail,
and tax detail. This information allows a complete validation and reconciliation of the services invoiced.
: Yes. Customer service
recent AOTMP research study telecom/IT budget is allocated toward innovation revealed that 86% of enterprise projects and initiatives. is is a moderate organizations cite employee e ciency percentage that, in most cases, should a ord
and productivity as the leading internal organizations opportunity to evolve technology use of telecom technology with improving supporting new and changing business objectives.
communications between employees and customers coming in second at 64%. Both
use cases are indicative of alignment between technology and business objectives. Employee e ciency and productivity a ect corporate expense, and communication between employees and customers in uences customer satisfaction and customer retention leading to positive revenue returns.
e same research study discovered that approximately 18% of an organization’s total
Yet, technology innovation is hindered by lack
of su cient budget (64%), lack of resources and expertise (40%) and inadequate infrastructure (28%). ese ndings illustrate a notable paradox between the stated value to the business of technology in the telecom estate and commitment to empowering technology innovation. If an organization is keen on leveraging technology
to achieve business objectives, then inhibitors to technology innovation must be mitigated.
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. Faster data
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Business Continuity
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Learn more at www.DrayTekUSA.com www.abptech.com | sales@abptech.com | 972.831.1600
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ese ndings illustrate a positive
BOCCAMAZZO
their end customers. For VARs, it’s usually a more straightforward function of contract value.
In short, an MSP is a company that remotely manages a customer’s IT infrastructure, typically under a subscription model. Instead of simply working to ful ll a customer’s product or service, MSPs assume direct responsibility for ownership of a customer’s IT environment. ese companies specialize in remotely managing everything from web hosting to email to phone services, acquired through trusted wholesale providers. With research showing that overall spending on managed services is expected to reach $242 billion by 2021—a CAGR of 10.8 percent from 2016—many VARs today are working to strategically transition into the MSP space to increase pro ts and more dynamically compete. n
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WAN 3
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Vigor 2925n
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continued from page 13
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