Leading retail organizations use Merced Systems Sales Performance Management and Service Performance Management applications to stay ahead of the market and satisfy their customers, drive more sales and retain their top performers. Retail operations are extremely dynamic and must have access to timely performance data in order to remain agile in the face of seasonality, high employee turn-over and varying profit margins. People performance in the retail environment is critical for ensuring a positive customer experience, improving customer satisfaction and increasing customer loyalty. Employees must not only be coached and incented on cross-selling and up-selling effectively, but to do so while also providing exceptional levels of customer service that keep customers happy. Merced Systems’ solutions help retail companies maximize sales and maintain customer loyalty by:

• Focusing employee sales on key offers through flexible incentive plans that reward sales of featured products, special offers and accommodate evolving incentive programs
• Enabling employee self-correction and motivation through the distribution of dashboards and reports to every role in the organization
• Improving representative performance and quality through advanced coaching and development workflows for both direct and indirect retail channels
• Improving communication on performance between individual retail operations and corporate decision makers with reports and analytic application to track, monitor and analyze individual performance and performance trends
• Helping managers to rapidly uncover and react to emerging sales and service trends with access to analytical applications offering pre-built market, SKU, store, associate turnover and team performance metrics

Additional Case Studies

Major Retail chain Increases Cross Sales, Margins and Directional Selling with Merced Performance Suite

This retail company implemented Merced Performance Suite to promote a performance-driven culture closely aligned strategic objectives. The company’s priorities included delivering the ultimate customer experience, maintaining friendly and knowledgeable staff, providing first contact resolution on service issues and holding each employee accountable and rewarding for results. With Merced Performance Suite, the company was able to develop a structured testing model, identify key metrics and tie to behaviors. Mangers gained increased visibility into week-over-week performance trends, rather than disjointed daily results, with which they identified coaching and recognition opportunities and guided effective performance improvement campaigns.

Major Travel Company Increases Sales Margin and Directional Selling

This travel company implemented Merced Incentive Compensation Management to accomplish two goals. First, the company wanted to drive accountability for performance and earning capacity from each individual employee. Second, the company wanted to better manage the company’s earning lifecycle and promote a performance-driven culture closely aligned with payment and reward by quickly and effectively communicating changes in sales plans to the front line. To accomplish these goals, the company selected Merced Incentive Compensation Management because of its flexibility and scalability – its ability to both respond to local market requirements and to manage reward schemes on a global scale. As a result of implementing Merced Incentive Compensation Management, the productivity of the company’s sales advisers increased 11%.