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Books-A-Million is the third largest book retailer in America. Its staff has over 2,000 phone lines in over 200 stores in 23 states and the District of Columbia. Jamie Witter, service manager for the Alabama-based company, realized the company had neither the staff, the time nor the expertise to scour its numerous phone invoices to determine if the book seller was really paying the proper amount to its telephony providers. "We just looked for variations from month to month," she explains. With $2m in annual spend, she suspected the savings could be significant.
In addition, the company needed advice so it could negotiate the best rates with its vendors. Books-A-Million, which also sells books on the Internet, decided the best way to improve this business situation was to outsource telephone expense management services.
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