Case studies
Case study 1 - Telecommunications
Situation
A contact centre for a leading Australian Telecommunications carrier employs 120 sales people in Adelaide. Sales performance to target is calculated monthly using an Access database and Excel worksheets.
The centre needed a process for:
- running the commission calculations each month
- calculating year to date performance for incentive club league ladders
- calculating year to date performance for ongoing performance reporting (as a coaching tool for team leaders)
Solution
- an automated process for calculating commissions each month and generating reconciliation statements and a payroll file
- an intuitive interface for all staff displaying their commission and performance dashboards, league ladders, commission statements and ranking reports
- Centre Manager access to executive dashboards and all data across the centre
- Team Leader access to all consultant dashboards and reports as well as their own reporting and incentives
Results
The requirements were scoped and the system deployed for user acceptance testing within three weeks. Further requirements were identified as well as some system issues. These were developed and resolved within a fortnight with the system ready for go live. The sales staff at the contact centre love the intuitive PerformanceCentre web interface. It provides a timely and accurate view of performance and reward. It is the single source of truth for all incentives and commissions within the contact centre.
“PerformanceCentre have been great. They worked effectively to understand our requirements and had the site up and running within a week for review and testing. This would have to have been the easiest implementation I have been involved with” – IT Systems Manager.
Case study 2 - Large media & advertising company
Situation
A large established Australian information provider had considerable problems calculating fortnightly commissions for their 700 sales people. Each payment period would involve working through a 22-step process which would incorporate 18 spreadsheets from various sources.
The client had no way to reconcile commission payments and errors would only be identified through sales representatives complaining to the commission teams that they had been underpaid. They never received a complaint from someone who had been overpaid (numerous overpayments were uncovered in spot audits).
Solution
The client required a system that would reduce manual work and eliminate commission errors.
PerformanceCentre built a customised Proof of Concept to demonstrate to the client that we were able to understand the many complex business rules and to demonstrate how the finished system would accurately manage commissions. Based upon the success and feedback of the POC, PerformanceCentre were commissioned to build the full solution.
The deployment of PerformanceCentre occurred over a 12 week period and involved overcoming many challenges such as processing the 400gb of data for the first commission payment run and ensuring the clients strict security policies were adhered to.
Results
Since launch, the sales force have been vocal in their appreciation of the new system. Previously, the sales team’s only way to view sales was by writing them down and they only received a commission statement every two weeks. Now they are able to check their performance and reconcile their payments through PerformanceCentre.
For the commissions team, the impact of PerformanceCentre has been huge as it has reduced the amount of manual work required each fortnight by more than 70%.
The entire commission management process previously cost two full time heads. Only 90 days after program launch - it is now costing less than 0.6 of a full time head.
