incentives? · •plan performance •plan effectiveness •participant performance •agile plan...
TRANSCRIPT
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Drive Performance Where You Want It To Go ! >>>
Service and Sales Performance Management Solution (SPM) Solving Complex Challenges for Telecom Companies
How do you manage your Performance?Bonuses \ incentives?
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All in ONE for YOU
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Service, Sales and Marketing:
Flexibility to Leverage Multiple Products / Services
Frequency of Rating Changes and New Campaigns
Private, Business and Customer Segmentation
People:
Employees and Management Quest of Excellence
Outsourcing Services Immediate Control
Processes:
Overpayments in the Manual Spreadsheets process
Efficiency over Cumbersome, Tedious process
Financial Controls
Technology:
Best of Breed functionality and strategic advantages
Telco Challenges
Growth, Growth, Growth ……
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To Know, To Know, To know…..
Bigger, Better Sales
Turning Customer Engagement to Customer Satisfaction – WOW effect
Service and Sales Operation’s Excellence
IT as an Actionable Engine
From Financial Controls to all Steak-holders Benefits
Rapid ROI
The Aim
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Readiness:(how ready is your sales org to close sales leads?)
Turnover
Training
Sales Capacity
Employee Satisfaction
Headcount
Productivity:(what is the level of productivity of your sales
resources?)
Revenue per Sales Representative
Margin per Sales Representative
Revenue / Expense
Average Deal Size
Sales Performance Four Elements
Efficiency: (how well do these resources spend their time?)
Time Utilization
Sales Cycle Duration
Expense
Effectiveness:(how well do they close sales?)
Win/Loss Ratio
Customer Satisfaction
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Agility and Impact
What is the most important thing for U ?
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Increase in Operating
Profit
Improvement in Customer
Service
Improvement in Sales
Performance
Best-in-Class
24% 8.3% 8.4%
Average Industry
3% 2.3% 2.3%
Laggards -27% 1.0% 0.6%
Source - Aberdeen Group – June 2009
Measurable SPM Impact
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Pay for Performance - Achievement Budget
Best Practices
Total Flexibility in the Business Hands
Near Real Time Info. – Motivation at its Best
Immediacy, Accuracy and Accountability
Incentives Management
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Agility and Flexibility
Time to Market (Initial Deployment and Ongoing)
Operated by the “Business”
Automated / Manual Interfaces
Financial Controls
IT Compatibility and Scalability
Customer’s Needs
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Super User / Administrators
Model / Plan / Deploy / Manage incentive programs
Managers
Manage their people and business (at any depth)
Achievers - Front Line Employees (at any job role)
“What can I do to increase my performance and maximize my
incentive pay”
Full Enterprise Coverage
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Software as a Service Business Model
Hosted
On Premises
Pay Per Subscriptions
No Obligation for Time Frame
Low Setup Fee
True Partnership
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Super User (1)
Wizard Based Performance and Incentive Plans Setup
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Super User (2)
Easy setup of Payee Groups and
KPI’s to which Incentive Plans
are attached
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Super User (3)
On the fly calculations
and simulations
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Manager (1)
View of KPI Actual to Target by Subordinates
And KPI
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Manager (2)
Drill to KPI ‘s By Period and
Ranking Charts
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Manager (3)
Drill Down by KPI ‘s or by
Organizational Unit
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Incentives Morning PushMorning Push
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Front Line Achiever (1)
Main Personal KPI,Earning summary
and KPI info. over time
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Front Line Achiever (2)
Personal Simulationand other
self – service abilities
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Front Line Achiever (3)
Drill down to the
transaction level
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• Plan performance • Plan effectiveness• Participant performance
• Agile Plan Execution• Collect data inputs• Process adjustments,
measurements• SOX Governance,
Validation / Audit• Process Checks /
Calculate payments
• Align action plans to corporate objectives • Model compensation plans• Forecast awards and payouts
• Personalized, interactive documents created for each plan participant
• Interactive “What-if” modeling
• Opportunities to improve• Reinforce desired behaviors• Ability to manage each phase
Methodology- SPM
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Green & Gold Methodology
Green - Prototype to Production
Implementation Excellence
Incentive Plans
Quota
Org. chart
KPI
Training
Pay Processes
Basic Reports
Dashboard Config.
Earning / Goal sheet
Security
Base System will be ready in 2 Weeks from D Date
Set up of Plans ProcessesVisualization
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Green & Gold Methodology
Gold – The Integrated Automatic System
Implementation Excellence
Interface Programming
Scheduling
Interface Design
Testing
5 Working Days 5 Working Days
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About Incentives (2)
IBBLS
Telecom:
Hi-Tech and Pharma:
FMCG:
Finance:
Others:
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Success Stories
• Application A cross-organization performance management and Incentives pay for all customer-facing employees.
• Attributes 700 KPI’s, 150 Incentives Plans
• Achievers 4,000 employees & managers, in over 200 groups in: Sales, Contact- Center, Service Depots and Channel partners
• Technical Attributes Oper. Env. Heterogonous systems, WIN 2X server – 2 CPU’s Interfaces AMDOCS Billing ,SAP ERP, 2 Legacy, LDAP Volumes 4M daily records – 3 Hrs. run ׂ(4GB a month)
100GB Database – including history• Uniqueness Daily updates and calculation run for Performance and Incentives
+ Using SMS to deliver Incentives information
• Benefits + Growth in campaign effectiveness + 4% improvement in customer satisfaction+ Reduce operational costs+ Availability of performance information to employees
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Success Stories
• Application Sales incentives management for travel agents –calculating and presenting incentives flight-points rewards for selling flight tickets to selected El-Al destinations / campaigns.
• Attributes Global access via Travel-Agent Portal
Significantly improved campaign's effectivenessStrengthen positive relationship with the individual agent
• Achievers 3,500 agents in 700 agencies, 30 El-Al’s Promoters• Technical Attributes
Oper. Env. Unix server Interfaces Carmel – flight ordering sys., MS SPS Portal Volumes 100K records per month
3 years of historical data • Uniqueness Deployment momentum – high above expectations
+ Dashboard to every agent incl. analytics.• Benefits + Noticeable sales growth
+ Complete financial control
+ Positive daily contact with agents+ Rapid implementation & deployment, low ongoing costs
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Success Stories
• Application Sales Performance, Incentives Management, Annual Bonus Plans and Merit increase in a global organization, operating a complex sale model and partly in a unionized environment.
• Attributes Complex KPI’s, contracts and Incentives Plans
• Achievers 300 Sales people & managers; 3500 Employees• Technical Attributes
Oper. Env. Heterogonous systems, Unix server Interfaces Oracle Apps ERP
• Uniqueness + Dashboard to every sales person incl. What-if simulations
• Benefits + A management tool in a distributed organization + Availability and clarity of sales incentives info.
+Reduced operational costs+ Personal simulation drives performance
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Success Stories
• Application Sales Performance and Incentives Management in a global sales org. operating a complex team-sale model. Executive Rewarding module.
• Attributes Complex KPI’s and Incentives Plans
• Achievers 300 Sales people & managers; 200 Executives• Technical Attributes
Oper. Env. Heterogonous systems, Unix server Interfaces Clarify CRM ,Oracle Apps ERP
• Uniqueness + Replacement of Oracle OIC module in 3 months+ Global deployment
• Benefits + A management tool in a distributed organization + Availability and clarity of sales incentives info.
+Reduced operational costs+ Personal simulation drives performance
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Success Stories
Mr. Jose Luis Tejada, Vice President IT, Nextel Leading Cellular Operator in South America
"We are pleased with the choice we made of the INCENTIVES - Pro system. The
functionality and flexibility of the system helped successful completion of the project beyond the initial scope and within a very strict schedule.”
Mr. Gil Yam, Vice President IT, VISA CAL Leading Credit card issuer
“Incentives payments is in the blood stream of our sales force, a reliable, agile and efficient system was a must… With INCENTIVES-Pro we have gained a rapid time to market when introducing new campaigns and shifting sales targets…”
“ We have the agility we need to introduce new targets and Incentives-plan for all our campaigns… The iFocus dashboard is an amazing sales management tool and SMS status alerts for our people on the move, my sales force is allways on”
Mr. Baruch Hochman, Sales Division Planning & ControlPreffered comercial arena in Print and Digital trade