ING DIRECT creates an entrepreneurial sales center to increase overall sales performance

• This case study contains details of how ING DIRECT created an entrepreneurial sales center to overcome the increased complexity of its new product lines. The introduction of Merced Performance Suite helped ING DIRECT to realize the following benefits:

  • After Call Work (ACW) was reduced by 11 seconds per call.
  • Brand Focus increased positively from 69% to 75%.
  • Calls to Sale decreased positively by more than 2 calls on average.
  • 4 out of 5 of the key metrics showed a positive increase in the number of associates exceeding the optimal values.
  • Annual benefits in excess of $425K.
  
  

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The Co-operative Financial Services Profits from an Increase in Field Sales Performance

• The Co-operative Financial Services (CFS) is part of The Co-operative Group, which is the world’s largest consumer co-operative with around five million members, over £14 billion turnover, and core business interests in financial services, food, travel, pharmacy and funeral care across 5,000+ retail trading outlets. Read the full story on how The Co-operative Financial Services has now transformed a once unprofitable field sales operation into a value adding channel with the help of Merced Incentive Compensation Management.
  

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Carlson Leisure Travel Uses Performance Management 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.
  

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EchoStar Employs Coaching 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.
  

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British Telecom Boosts Sales Productivity

• Merced Incentive Compensation 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.
  

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Cable&Wireless Responds to Changing Business Stategy

• 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 Compensation Management helped Cable&Wireless to decrease operating costs associated with maintaining legacy systems, by 37%.
  

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