TMC was contracted to audit and optimize all domestic and international sites on all WAN carriers, geo-redundancy for the contact centers, long-term credits due, and cost reduction, while achieving 2x to 10x increases in capacity and eliminating legacy services.
After having completed the initial telecom/WAN audit in 2017, a new credit and audit process was conducted in 2020 to clean up and eliminate all circuits no longer needed due to upgrades, start/stop billing dates, and incorrect rates; all in preparation for moving multi-national contact center and office sites to the cloud. The savings identified:
- Over $300,000 identified errors due to circuit upgrades and technology migrations
- Over $300,000 identified re-rate eligible cost per minute credits due to carrier conversion delays
- Over $160,000 identified for circuits not fully functional at the date of billing start
- Over $55,000 plus taxes/surcharges in credits received due to back-dating stop billing dates
National Pen leadership determined the best strategic plan was to negotiate a greatly reduced settlement for the final credits to allow the credit approval by the end of the Fiscal Year and to avoid jeopardizing credits due to the transition off of the current carrier handling all contact center traffic.
