IntelePeer: Customer Reference Video

IntelePeer Inc. is a leader in hosted rich-media communications, enabling carriers, businesses, and software vendors to deliver voice and multimedia capabilities. Learn how the company is using SAP Business ByDesign to automate its functions, gain clarity and transparency, and enable growth across its operations.

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    • The company's name is IntelePeer, and basically what we do, we're in the telephone business. And it has two parts to the business. We carry traffic for big, giant companies that you would probably recognize the names. You would not recognize our name, because we're carrying the traffic for those companies. Another important part of our business is, we have an open telephony network, where we open the network and allow software developers and Web developers to enable their applications for communications. The reason we chose SAP and SAP Business ByDesign is primarily because it's hosted and cloud-based. So we didn't want to make a big investment in IT. Our specialty involves IT, but we don't have those resources devoted to internal support. So they're focused on the business. And it's pretty much that simple in the sense that I wanted to have upgrades and all the support be seamless and to be able to scale and grow that not only to have the software to scale our business, but to have the infrastructure be transparent in terms of the scaling as well. What we've done is used those tools to create our own internal, if you want to call them applications, solutions, focused on pricing, customer pricing life cycle. These are some of the most strategic functions for us. And customer activation, so the process of turning a customer on and a vendor on, is a lengthy and risky process and involves a lot of steps. And so we've been able to transform those functions entirely and automate them almost completely. There's a number of ways that SAP Business ByDesign has brought clarity and transparency. In the reporting, and many of these processes were totally manual before, so in some cases we had a legacy system, but in most cases we were just doing a lot of these processes manually. So having them into the system in an organized manner and being able to report in these like a status right off the bat is a much more transparent process. Most importantly, though, is having the workflow documented and having all the steps in the process gives me the ability to open this up to anybody and say, tell me where we can improve. It's positioned us to be able to scale and to grow and to adapt and be flexible. Our implementation I planned in a very controlled way. So we didn't implement the entire solution all at once. And that was intentional, because I wanted to get quick wins on the high pain points. Those processes that needed the most attention, which gave us some time to acquire capabilities, to spread knowledge and expertise, capability throughout the organization so that when the real serious, high-volume, mission-critical tasks outside of our organization, came time to do those, that we were prepared to do it. So we basically have for the next year phases stacked up back-to-back that will truly transform the underpinnings of our company.
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