Telecom Expense Management (TEM)

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THE CURRENT SITUATION  

The telecom industry has historically presented challenges to both public and private sector industries in the management of wireline carrier services and the cost associated with the services that are consumed. Clients complain about rising costs, contracts that are renewed without notice, overcharges, and high late-payment fees. 

Managing services is difficult due to the complexity of phone bills and cumbersome carrier billing portals. Making requests for simple changes or trying to consolidate accounts can be a painful process and can take weeks or months to resolve.

 In today’s landscape, the situation has deteriorated as major telecom providers like Bell, Rogers, and TELUS have scaled back customer service resources, replacing them with chatbots and self-service online apps.