Sales Performance Management and Service Performance Management For Communications Providers

• Some of the world’s largest telecommunications companies, including four of the top six wireless providers in both North America and Europe, use Merced Systems’ Sales Performance Management and Service Performance Management solutions to strengthen their sales operations and customer care offerings. These organizations operate in fiercely competitive markets in which business agility is critical. Large sales and service organizations must not only have insight into market trends, but must also have the ability to react quickly based on that information. Additionally, with the looming risk of customer churn, these organizations must be able to marry customer experience activities with up-selling and cross-selling routines. Sales Performance Management and Service Performance Management help Telecommunications companies maximize sales and customer loyalty and lifetime value.
  

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Sales Performance Management and Service Performance Management For Financial Institutions

• Financial institutions must empower their service reps, financial advisors and broker partners to increase customer satisfaction and revenue and reduce performance variability. To do this, financial institutions must optimize their product and service offering, targeting methods and acquisition techniques in an ever-changing, ultracompetitive environment in which new products and campaigns are constantly introduced.
  

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Optimizing Field Sales Operations with Performance Management

• Merced Systems’ Sales Performance Management solutions offer field sales organizations the tools and best practices needed to gain complete alignment, automate critical processes and ensure the best possible sales execution. Merced Systems’ solutions provide the information and tools needed to improve the performance management and compensation processes, including reporting and dashboards, coaching, and sales analytics, enabling organizations to increase revenue and customer loyalty at the lowest possible cost.
  

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Optimizing Field Service Operations with Performance Management

• In nearly all organizations, there are hidden inefficiencies and disparities in performance. Performance management is a set of tools and practices increasingly being used in back offices to expose these inefficiencies and drive improvement. Helping overcome the challenges of siloed goals, inconsistent and untimely data and widely varied skill levels across employees, performance management applications enable organizations to build competitive advantage, adhere to policy and meet growth targets.
  

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Optimizing Back Office Operations with Performance Management

• With limited performance data and older legacy systems, individual performance tracking in back office operations is often incomplete andinaccurate. On top of this, back office operations face challenges in meeting performance goals as a result of:
  - Limited understanding of unit costs and the means to make improvements
  - Little to no integration of data across multiple legacy systems
  - Performance goals which do not reflect factors such as work complexity and employee tenure.
  - Manual entry and tracking in multiple systems resulting in entry errors and duplicated work
  

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Optimizing Partner Sales Operations with Performance Management

• Partner and channel organizations can face significant obstacles in driving improvement to revenue. Prominent among these obstacles are competition for mindshare, complexity of diverse partner types, conflict among dealers, and challenges in communicating goals to the channel.
  

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Optimizing Retail Sales Operations with Performance Management

• The retail environment has become increasingly complex. Velocity of product introductions, increased competition, blended sales and service objectives and economic pressures make it hard for retailers to stay ahead of the market and retain their top performers.
  

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Contact Center Process Improvement

• Leading contact centers are linking statistics and best practices in similar ways to better manage their own operations. Contact center managers are asking themselves key questions: How can our organization benefi t from understanding and using statistics more intelligently? What decisions can we standardize to help scale our operation and make it more effi cient? And fi nally, how can the organization work together more effi ciently as a team?
  

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Optimizing Contact Center Operations with Performance Management

• Performance management is a set of tools and practices being used by contact centers to expose these inefficiencies and drive individual and organizational improvement. Merced Systems’ Sales Performance Management and Service Performance Management solutions provide contact centers with the tools needed to analyze, then align core processes (such as self-service) and employee behaviors.
  

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