Telecom Expense Management Industry Association (TEMIA) Reports Customer Renewals and New Business Reach New Highs: Attrition Drops Through Focus on Customer Satisfaction

New TEMIA "Health of TEM Market" survey, reveals members' growing through focus on customer satisfaction and telecom supply chain management for mobile, international and fixed communications. End Quote

(1888PressRelease) May 08, 2009 - The Telecom Expense Management Industry Association (TEMIA) (http://www.temia.org), the authoritative voice for the Telecom Expense Management industry, today announced new findings in a survey of its members on "The Health of TEM Market." These findings reveal that 96% of its members’ business comes from the acquisition of new business, where the enterprise had no Telecom Expense Management (TEM) solution in place, and renewals of existing business. Only 4% of TEMIA’s members’ new sales come from business that was taken from a competitor.

TEMIA’s survey findings demonstrate an important trend. Far less business is taken from competitors’ customer attrition or turnover than previously thought to be the case. It highlights the progress TEM firms have made to improve customer satisfaction. “These findings align with ProfitLine’s company focus on customer satisfaction and operational excellence,” stated Andreas Schenck, chief executive officer of ProfitLine (http://www.profitline.com), a TEMIA member. “We place strong emphasis on our Six Sigma driven operational culture and provide incentives for employees to achieve customer satisfaction. We measure our processes daily and also conduct surveys to proactively measure customer satisfaction to ensure we are meeting our objectives.”

This survey also shows that the TEM market is stronger than expected. TEMIA members are growing through sales of TEM solutions to new customers. In addition, members are seeing growth within their existing base of clients who must address a broader range of challenges relating to fixed, mobile, and international communications expenses.

"At Rivermine, we are seeing the same trend. Companies are seeking unified global solutions for both wireline and wireless TEM," said Mark Logan, president and CEO, Rivermine (http://www.rivermine.com) a TEMIA member. "The demand for international capabilities has increased substantially in the last year and a number of customers have turned to Rivermine due to our broad multi-lingual and multi-currency functionality as well as ability to provide local support through major partners."

In today’s tough economic environment, enterprises are increasingly seeking outside help from TEM providers. Telecommunications cost management, whether in the form of technology to automate the control processes or a variety of service-based solutions, provides a tremendous savings opportunities for business and government. The market for TEM solutions continues to grow as more organizations learn about this dynamic industry that helps enterprises improve supply chain management for telecom expenses and reduce expenses through optimizing inefficient processes.

TEMIA, the Telecom Expense Management Industry Association, was founded in 2007 by the country's largest Telecom Expense Management (TEM) service providers. TEMIA's mission is to raise awareness and knowledge of the values and benefits of TEM solutions, to improve the quality and value of TEM solutions through the development and promotion of industry standards, and industry knowledge among TEM providers, business partners, telecom service providers, and enterprise clients. For more information about TEMIA, please visit, http://www.temia.org/ or contact info ( @ ) temia dot org

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