ISS | Bluewater
Case Study

ISS realises 3.5x ROI on Bluewater mobility management platform

ISS is one of Australia’s largest facility services providers with over 11,000 employees spread across the country delivering cleaning, support, property, aviation security and catering services to hundreds of customers.

Operational
Cost of Management

  • Streamlined workflow between departments and Telstra partners
  • 99% reduction in billing management and allocation time

Optimisation
of Fleet

  • Visibility lead to reallocation and where beneficial termination of redundant services

Governance

  • Having information at fingertips has reduced volume of queries with Telstra
  • Streamlined asset control

OUTCOME
3.5x
Customer Estimated ROI

  • Optimised processes
  • Significant reduction in costs
  • Improved governance
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Industry

Facilities Management

The Challenge

With thousands of staff across Australia and a combination of T-ANALYST (Telstra’s online tool), spreadsheets and manual reconciliations used to manage their Telstra billing and internal allocations, ISS was looking for a more efficient solution to their mobility management and more visibility and control over their assets.

Their Telstra dealer, Telestar, provided a procurement module, but it was separate to the asset and billing management which meant manual processes were still required.

The inefficient manual processes ISS were using were time consuming, repetitive and not providing useful visibility of the ‘big picture’. Managing and allocating the Telstra bill and assets took approximately one week each month when there were no issues. In a month where the process was snagged up by queries, this timeframe would blow out to two whole weeks.

Unsurprisingly, ISS was looking to enhance their internal workflow, streamline the monthly billing process to improve visibility and controls for services and assets, and achieve cost savings by optimising the money they were spending in this area.

“The Bluewater platform has become an integral part of the Managed Service offering provided by Telestar. Not only has it saved us considerable time internally in managing our fleet and expense, it has helped optimise our activity”
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Joseph Abbate
ISS National Telecommunications Support

The Solution

ISS’s Telstra Managed Service Partner (MSP), Telestar, introduced ISS to the platform as an end-to-end tool to manage their mobile fleet and expenses in April 2019. The Bluewater platform sits in between ISS and their MSP partner (who fulfils requests) and Telstra billing.

“Having the platform as part of our Telstra dealer’s offering improves our overall relationship with Telstra. We have fewer queries, and when we do have one we are better prepared to manage the query efficiently. Bluewater plays an important role in the health of the Telstra relationship,” says Joseph Abbate, ISS National Telecommunications Support.

The Outcome

Since the platform has been introduced, ISS has optimised their mobile fleet, enhanced visibility across the mobility process, streamlined enquiries with Telstra and dramatically improved billing management and allocation. A window of only 10 to 15 minutes (if no issues are present) is now all the time billing management and allocation takes (a 99% reduction in time spent on this).

Furthermore, by streamlining enquiries with Telstra, Bluewater’s platform helped to optimise ISS’ fleet and realise savings. In the end, ISS will see a 3.5x return on the cost of the platform over 24 months.