Scorecard and dashboard visibility across the organization is critical for any organization trying to drive customer experience, sales transformation or reduce operational costs. Being able to manage employee performance towards a specific set of goals and targets is critical to improving the effectiveness and productivity of an organization. The difficulties in tracking performance across dozens of production data sources and delivering highly personalized data across complex organizational hierarchies typically prevent even the most sophisticated operations from improving performance.

Merced Systems’ applications tackle these complexities and deliver easy-to-understand, actionable information to the entire organization. They provide employees, supervisors, managers, and executives with a holistic view into critical operational metrics, including sales pipeline, post-sales service levels, individual achievements, team, group, territory, and product performance along with other sales and service related metrics from across the organization. Merced Systems’ highly personalized dashboards provide continuous performance feedback enabling employees in the operation to quickly self-correct and improve their own performance. Finally, Merced Systems analyst capabilities give operations the ability to perform sophisticated transactional analytics, including First Contact Resolution, as well as comprehensive modeling.

Features

• Comprehensive frontline performance management, including information delivered to every employee with personalized dashboards and reports
• Operational dashboarding and control reporting at all levels of the organization
• Advanced analytics applications for FCR, customer journey, and compensation plan effectiveness
• Real time reporting
• Ad hoc query and analysis
• Predictive modeling
• Advanced customer analytics across all interaction channels
  

Benefits

• Rapid identification of sales and service improvement opportunities
• Operating savings from reporting automation
• Improved front line self-correction and increased employee retention by offering transparency into individual performance
• Create one version of the truth to identify process gaps and design critical improvement campaigns
• Solutions for hard-to-calculate metrics such as FCR