Merced Systems Sales Performance Management and Service Performance Management solutions consistently deliver measurable business impact in extensively varied customer environments. Typically, the cost of a project is paid-back within 6 months via operational savings.
Return on Investment (ROI) impact has been found in a variety of different categories including Sales Efficiency, Effectiveness and Customer Experience. Example customer results include:

• 14% increase in sales
• 37% decrease in operating expenses
• 5.3% close rate improvement
• 50% reduction in non-customer facing administrative work for Supervisors and Managers
  

These organizations realized a rapid return on investment in their programs by taking advantage of the key benefits offered by performance management:

1. Improved Process Design - Driven by:

• Advanced transactional analytics to analyze key processes including First Contact Resolution, Customer Journey sales performance, and contact profiling
• Predictive analytics to complete rapid root cause analysis
• One version of the truth to measure and improve cross departmental coordination
• Detailed modeling to predict incentive compensation plan cost and likely impact
  

2. Increased Front Line Employee Productivity and Revenue Generation - Driven by:

• Increased self-correction through frequent viewing of performance data
• More effective variable pay and incentive programs
• Increased coaching time and effectiveness of Supervisors
• Increased sharing of best practices from top employees to developing teammates
• Retention of staff as a result of transparent objectives and improved supervisory management
  

3. Increased Supervisor Effectiveness and Efficiency - Driven by:

• Reduction in administrative activities, such as data gathering for coaching or performance appraisals
• More efficient and impactful employee coaching due to availability of individual performance data and historical coaching and training context
• Manager and director transparency into Supervisor performance and effectiveness
  

4. Improved Analyst Performance - Driven by:

• Substantial time savings due to automated data integration and cleansing
• Business-driving insight resulting from focus on analytic tasks vs. repetitive report generating tasks
• Improved strategic decision making from - "one version of the truth"
• Identification of and focus on true business drivers and metrics - not just data that is easy to access
• Reduced errors and rework
  

5. Greater Executive Impact from Culture Change - Driven by:

• Ability to ensure complete organizational alignment with critical initiatives and goals
• Focus on the meaning, rather than the accuracy, of the data
• Performance-based environment without subjectivity or perception of management bias; a culture of accountability
• Transparency into performance of the business, across all roles and departments