According to Ofcom, “A whopping £4.8 billion is wasted every year by customers being on the wrong tariff.” Why should this be? Why are so many customers apparently on the wrong tariff?
Established in 1994, Auditel, the premier cost and purchase management consultancy in the UK and Ireland, offers their experience. In this complex marketplace with a huge array of suppliers, tariffs, add-ons and equipment, it is clear that businesses find it extremely difficult to discover the most effective cost solutions. Laurence Knott, their Head of Marketing, says: “These days, we find that many of those responsible for purchasing decisions are turning to outsourced independent cost management networks like Auditel to help them. Mobiles are one of those areas where we are working with all of the industry’s major players.”
An industry insider suggests: “With too many suppliers chasing connection targets and maximum profit margins, many customers are offered inadequate tariffs and unbalanced solutions. Once signed up, they receive a “not my problem anymore” attitude when seeking customer service. The expected market price that the customers’ usage and spend should reflect is rarely achieved. A mixture of under-pressure and inexperienced purchasers, technophobes, and a “better the devil you know” attitude to an incumbent supplier can often lead to an inefficient solution being provided.”
A computerised bill review service is offered to assist Auditel Consultants in finding savings. By feeding itemised bill information into their system, consultants can analyse all mobile phone usage and have it specify what savings can be made, and where. This analysis will break down call destinations and call time periods and will allow consultants to tender to all UK networks to identify the most appropriate solution for their clients. Auditel has access to the full range of suppliers to identify the best commercial proposition and best service.
Auditel Success Stories
Laurence Knott adds, “Auditel has had some great success stories, ranging from two mobiles up to hundreds of mobiles, each of which has come about by a similar approach. The fundamental aim has always been to review the customers’ current proposition with a view to making a saving and providing additional benefits. Any anomalies or inefficiencies are highlighted to provide exceptional customer service. We do all the work and hand over the finished project. The best thing of all, is that everything is done on a no win-no fee basis!”