In any industry, Sales Performance Management and Service Performance Management can play a key role in managing operational performance by delivering a unique blend of processes and software. Merced Systems offers market-leading Sales Performance Management and Service Performance Management applications, delivering domain-specific capabilities to drive the highest business impact, including:
- Optimizing the customer sales and service lifecycle, including customer acquisition, retention, and lifetime value
- Driving sales force and service organization behavior change to meet individual and organizational goals
In people intensive sales and service operations, such as contact centers, field sales, retail sales, partner operations, tele-sales, field service, and back office functions, behavior change and cultural transformation are the drivers of sales and efficiency gains. In order to maximize behavior change, one of the defining characteristics of Merced Systems’ Sales Performance management and Service Performance management applications is that every employee, irrespective of his or her role or level, has access to timely and relevant data about individual performance, along with the critical tools to take immediate action. As a result: |
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Case Study - Fortune 10 Manufacturer - Consumer Service Division
After an extensive evaluation of all available solutions, this Six Sigma operation selected and deployed the Merced Performance Suite to provide front-line access to critical performance information and automate management best practices for Supervisors.
In order to accurately deliver information to Agents, Supervisors, and Executives throughout their 8 divisions, this Fortune 10 Manufacturer has deployed highly personalized goals and metrics that dynamically adjust to the specific calls and activities an agent undertakes.
Critical to meeting their overall objectives, this manufacturer is using Merced's integrated workflow to establish and track key Supervisor activities. Specifically, this operation is using Merced's integrated workflow to automate:
- Coaching
- Performance Improvement Plan (PIP) tracking
- Merit Reviews
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