Goodwill of Central and Southern Indiana is one of the largest of more than 160 Goodwill chapters in North America. Serving 39 Indiana counties, Goodwill Indy operates more than 70 retail locations, charter schools for adults and youth, a maternal-child health program, a childcare center and more. A staff of only six manages all of the organization's IT and infrastructure needs across close to 120 locations, including 250 circuits and 242 mobile devices.

With a staff of only six dedicated to managing all of Goodwill Indy's IT and infrastructure challenges, working optimally and lean had become a priority. Following the 2017 merger that brought two of the state's largest Goodwills together as one entity, the team was tasked with managing more than 20 different telco providers. The job was made harder by the lack of consistent contacts across providers and no documentation on any of the circuits.

The lack of visibility into the telco network was a serious challenge, particularly when managing service disruptions or repairs for close to 120 locations. Goodwill Indy spent too much time trying to get the support it needed to ensure business continuity, time that could have been spent elsewhere.

Without that visibility, the organization also struggled to identify where it could cut costs and optimize its environment, both for mobile devices and network infrastructure. Combined with the sheer volume of invoices from all of its providers, the team lacked the time and data needed to find the best solution for its environment.

Having worked with aggregators in the past, Bill Clark, VP of Information Systems, knew that was the place to start and called on vCom. "We wanted one point of contact for our support model. Plus, when you get into aggregation you get better price points," said Clark.

The vCom team began working with Goodwill Indy on a Buyer's Journey to map the organization's needs and consolidate its telco spend under vCom's management, adjusting contract terms and conditions as contracts expired and running RFPs for new services. The process normalized invoices into a consistent set of terms and consolidated them into one invoice detailing every activity across all locations, carriers and products.

vCom took over management of all new service fulfillment and ownership of service tickets. At the same time, the team ported more than 1,500 numbers from Verizon to T-Mobile, decommissioned expensive analog fax lines in favor of efax accounts, and created a centralized inventory of everything in vCom's vManager spend management platform. Lower circuit costs were procured through QuantumShift by vCom, and broadband speeds were increased while cutting costs at 20 locations.

• First-year mobile savings of $76,000 after switching carriers
• Circuit savings of $60,000 per year through an efax migration and lower circuit costs via QuantumShift by vCom
• Broadband speeds up 173% with costs cut by more than $430 a month at 20 locations, an additional $120,000 in savings
• Eight hours per week returned to the IT team, plus an estimated 20 hours saved per location for each store opening
• A single invoice covering all locations, carriers and products, with vCom managing trouble tickets
• Centralized asset tracking and reporting in vManager supports faster decisions and network updates