Process Re-engineering
Challenge
Inefficient data handoffs and undocumented processes within a global information services company resulted in more than 600 sellers receiving incorrect monthly commissions checks and more than 500 unresolved help desk tickets.
Approach
Collaborating as a trusted partner with our client, the team successfully redesigned the existing sales commission payment process for a global team with over 600 sellers, crafting an operational model that set the organization up for scalable progress.
Requiring a full analysis of the commission allocation and payment process, as well as the help desk ticketing process, we utilized our expertise in program management and process improvement to successfully lead the effort to reduce errors, streamline processes across multiple departments, and enable more than $30 million in annual commission payments.
To address the root cause of the organizational inefficiencies, our team stood up a cross-functional governance model reporting to the CFO and developed a project plan to support a full redesign of the current state process. This redesign spanned across PeopleSoft billing, Oracle Cloud ERP, Xactly and Varicent commission payment systems.
Beginning with a streamlined approach to the compensation ticketing process in Salesforce, we enhanced the triage workflow and reduced monthly help desk tickets by 70%.
We translated new efficiencies in the commission process and operational model into process maps and training materials. Our team developed and implemented an Organizational Change Management plan to support stakeholders through this change and led training efforts for the global selling team to ensure top down adoption for long term success.
Impact
Enhanced data integrity and enabled the launch of a sustainable process for more than $30 million in annual commission payments.
Reduced monthly help desk tickets by 70%.
Centralized automation leading to an increase in payment process efficiencies and 95% reduction in error rates.