The Top Telecom Expense Management Trends of 2022

Discover nine telecom industry trends that are shaping 2022 –
from emerging technologies to exciting innovations in service delivery.

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Table of contents

    Table of contents


      The last two years have seen a fundamental shift in the ways enterprises operate. Driven by outside forces, almost every industry and sector has adapted to the hybrid working model. New technologies and infrastructure have emerged to support this rapid transformation. And for telecom expense management (TEM) vendors, this presents a unique mixture of opportunities and challenges.

      Throughout 2020 and 2021, enterprises relied on a wide range of digital solutions to keep their people connected. This has continued unabated through 2022, as cloud connectivity, 5G, automation, mobile device management, and sustainability take center stage.

      Read on to learn more about the current state of telecom expense management and the industry trends that are shaping 2022.

      Current State of Telecom Expense Management



      According to the latest Gartner research, telecom expense management providers evolved their offerings throughout 2021 to keep up with increased demand for telecom expense management services. The financial impact of COVID-19 has led many enterprises to outsource expense management so they can refocus their efforts on improving core business processes and optimizing internal resources.

      At the same time, enterprises are upgrading communication tools with converged IT systems that offer greater flexibility. To manage these increasingly complex networks of fixed and mobile assets, enterprises rely on dedicated telecom expense management partners that offer full lifecycle support – from procurement to invoicing, inventory, and vendor management.

      Hybrid Working

      2021 saw hybrid working become the rule, rather than the exception. Enterprises across the globe have embraced the work-from-anywhere mindset, triggering widespread adoption of cloud-based communication and collaboration solutions to facilitate this shift.

      Internal teams can struggle to stay on top of their expenses in the hybrid environment. Each device, application, and platform has separate invoices, pricing structures, and SLAs, but without adequate visibility, costs can quickly spiral out of control.

      Telecom expense management companies have become a crucial strategic asset in the hybrid workplace, offering a range of services that span the fixed, cloud, and mobility spectrum. From Unified Endpoint Management (UEM) solutions that ensure mobile networks remain secure, compliant, and cost-effective to MACD services that help enterprises keep track of equipment in large networks.

      52% of employees are likely to consider shifting to hybrid or remote work in the year ahead.



      Enterprises are looking for better ways to manage their telecoms architecture and IT services. And while a minority prefer to keep control processes in-house, many prefer to outsource their telecom expense management to experienced, managed service providers.

      Telecom expense management is as much about service as it is technology. Modern enterprises want a strategic partner, not just software. They want a partner who can cut through the noise and deliver cost-effective solutions and support that cover every aspect of enterprise comms – from procurement and invoicing to vendor and dispute management.

      In addition, we’ve seen a growing number of enterprises choose telecom expense management partners that have a truly global reach. Reliable, in-region resources and local market knowledge are vital for overcoming language and cultural barriers, understanding exchange rates, and navigating compliance issues. Vendors that can’t offer the same service levels in Japan as they can in the US, for example, are quickly falling behind.

      Cloud Services

      The cloud has transformed enterprise communications. Today, employees can connect and collaborate with their colleagues wherever and whenever they wish, on a range of devices. However, this has increased the workload for internal IT and communications teams.

      Most cloud service providers bill their customers based on software, platform, and infrastructure usage. They also offer multiple contract and service options, which only adds to the confusion.

      Vendors have diversified their telecom expense management offerings with cloud spend management solutions that help enterprises understand today’s complex billing structures. According to the latest research, cloud services account for almost 34% of the global telecom expense management market.


      Technology Expense Management

      The line between traditional telecoms services and IT became even more blurred in 2021. Enterprises have embraced the Everything as a Service (XaaS) model, and this has intensified customer demand for single platforms that can track inventories, services, costs, and storage across an entire estate.

      Telecom expense management companies have expanded their managed services beyond basic fixed-line infrastructure to include managed mobility services, SD-WAN, IoT connectivity, and more. Holistic technology expense management is fast replacing traditional telecom expense management among enterprises that want better agility, visibility, and cost-efficiency in their communications networks.

      Technology expense management helps enterprises get a better handle on their assets and services. It improves visibility into technology inventories and reduces inefficiencies to reduce costs.


      Market Growth

      The telecom expense management market has gone from strength to strength in recent years. And recent research suggests the global market will only increase in value as more enterprises rely on specialist vendors to manage their estates.

      Research from global industry analysts predict that the global telecom expense management market will reach $5.2 billion by 2026. Developed regions, including the US, China, and the EU lead the charge, with developing economies in Africa and the Americas set to drive future growth.

      A Complex Environment Needs an End-to-End Service



      The telecommunications landscape continues to evolve, presenting new opportunities and challenges. It’s clear that telecom expense management vendors must work harder than ever to provide the visibility, control, and consistency enterprises need to thrive in the hybrid workplace.

      That’s why leading organizations around the world choose Cass.

      With Cass, you gain access to a team of industry-accredited experts. We work as an extension of your team to provide a truly global, end-to-end managed service across your entire estate. This means we can help you:

      • Identify cost savings
      • Improve process efficiency
      • Increase transparency
      • Eliminate waste
      • Provide reliable in-region resources

      Telecoms Expense Management That Delivers

      With Cass, telecom expense management is about service as much as software. Our fully managed end-to-end service covers the full telecoms lifecycle, with complete visibility and support throughout.

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