Case Study: City of Minneapolis achieves 13.3% cost savings and improved budgeting with Calero

Major City’s search for a Call Accounting and Wireless Management solution

The City of Minneapolis, through its Business Information Services (BIS) team, needed to modernize telecom expense management for a high-volume public sector environment that handles thousands of calls weekly. BIS sought to control escalating costs, replace an expensive legacy system, streamline time-consuming chargeback processes, add wireless reporting and custom reports (notably for 311 transfers), and improve overall telecom visibility. To meet these needs they selected Calero and its integrated telecom management capabilities, including Call Accounting and Wireless Management.

Calero implemented a hosted Integrated Call Accounting & Wireless Management platform with required customizations, inventory and wireless device management, and custom reports for 311 transfers and departmental bill-backs, supported by a dedicated project manager. The solution improved budgeting accuracy and first-call resolution tracking, uncovered a wireless efficiency gap (actual ~75% vs. reported 90–95%), and delivered measurable savings of 13.3%—amounting to many thousands of dollars per month. Calero’s platform also reduced internal resource needs by providing a hosted, end-to-end telecom management solution.

City of Minneapolis