Home  |  Resource Library  |  Blog  |  Contact Us

About Us Products Solutions Services Customers News & Events

Select Case Studies

Carlson Leisure Travel Uses Performance Management to Align Individual and Operational Goals to Improve Revenue
Carlson Leisure Travel Services optimized performance in their contact centers through a combination of performance management best practices and complementing technology from Merced Systems to achieve significant ROI, including project payback in just 6 months.

EchoStar Employs Coaching Initiative to Improve Customer Interactions and Productivity
EchoStar Communications used Merced Performance Suite to automate coaching in the contact center, and improve recruitment and career pathing programs to drive overall operational performance improvement.

STA Travel Increases Sales Margin and Directional Selling
Merced Incentive Management enabled STA Travel to drive accountability for performance and earning capacity from each individual employee, and allowed the company to better manage the earning lifecycle. As a result, STA Travel increased the productivity of sales advisors by 11% and increased sales of travel insurance by 21%.

Cable&Wireless Responds to Changing Business Strategy
When Cable&Wireless acquired Energis in 2005, the company needed to re-engineer their incentive models to reflect evolving business strategy and company infrastructure. Merced Incentive Management helped Cable&Wireless to decrease operating costs associated with maintaining legacy systems, by 37%.

British Telecom Boosts Sales Productivity
Merced Incentive Management offered BT the opportunity to solve its maintenance issues, including the annual cost overhead associated with the old sales bonus engine, decreasing overpayments and bonus inaccuracies, and freeing up valuable bonus administration team time.

Personal Insurance Provider
This Personal Insurance Provider deployed Merced Performance Suite to its customer care, sales, and claims workforce to track Six Sigma and other process related metrics.

Top 10 Credit Card Issuer
This Top 10 Credit Card Issuer deployed Merced Performance Suite to automate key managerial processes and distribute personalized data throughout the organization.

Leading Wireless Telecommunications Provider
This leading wireless telecommunications provider has deployed Merced Performance Suite to its more than 10,000 customer care, financial care, and technical care representatives.

Top 10 U.S. Commercial Bank — Fortune 250 Company
This Top 10 U.S. Commercial Bank has automated its incentive payment system using Merced Performance Suite.

Leading Provider of Value-Added Solutions to Many of the World's Largest Wireless Carriers
This value added wireless solutions provider is using Merced Performance Suite to deliver critical performance data throughout the operation as well as automate key processes.

Fortune 10 Manufacturer — Consumer Service Division
This fortune 10 manufacturer is using Merced Performance Suite to automate management best practices across its 8 divisions.

Fortune 150 Insurance Provider — Property and Casualty Division
With Merced Performance Suite, this Insurance provider is reinforcing and rewarding core values of the organization by linking performance directly to rewards and recognition.

Large Mutual Fund Company
This financial services company is using Merced Performance Suite to deliver personalized data throughout the operation while gathering regulatory compliance information.

Leading Business Travel Service Provide — Fortune 100 company
This leading travel services company is using Merced Performance Suite to automate key contact center activities and distribute highly personalized information across its contact center operations.

Major U.S. Internet Bank
With Merced Performance Suite, this major Internet bank is replacing its homegrown performance management system.

Large Integrated Health Plan Provider
This health plan provider is using Merced Performance Suite to consolidate information gathering and delivery activities across its contact center operations.

One of the Largest Media Companies in the U.S.
One of the largest media companies in the U.S. deployed Merced Performance Suite to its sales and service agents to streamline their coaching, development, and recognition process.

Top 5 Securities Firm — Fortune 50 Company
This Top 5 Securities Firm is using Merced Performance Suite to provide its front-line advisors with a consolidated source of performance data and to capture all quality assessments through Merced's integrated Workflow.

Leading Health Care Benefits Company
This Leading Health Care Benefits Company deployed Merced Performance Suite to both its contact center and back-office operations.

Leading Investment Management Firm
One of the largest mutual fund companies in the U.S. has deployed Merced Performance Suite to increase contact center service levels.

Leading Global Investment Management Organization
This global investment management organization is using Merced Performance Suite to create an enterprise view of the operation, providing access to critical service level information not possible before.