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IBM

Sales Incentive Program (SIP):This requirement was to replace the existing manual logging system of sales team target setting, achieving & performance based incentives, where targets can be traced, logged and reported.  Due to the nature of the requirement, that is, management of Sales Team Hierarchy, it was hanging in-between from more than a year before it came into our bucket. After analyzing we pointed out the “show stoppers” and  planned a workshop with all the dependent stakeholders at same time. Finally all the requirements was gathered and documented in less than a month. The end product was a GUI bases portal where all the members of sales team across country can set/get their monthly targets. Targets and achievement were properly reported and managed, which were earlier near to impossible. This project was a bold change in existing Business Process.

Drilled down Interactive Customer Engagement (DICE):Earlier the process was to get the Customer Care executive’s feedback from customer via phone call in the end of closure of raised ticket. A report of all the closed tickets was extracted and customers were called randomly. Problem was that most of the customer find it disturbing or waste of time, hence this process was treated as a business formality. We came up with new process of messaging customer rather than calling. In this way we could also restrict customer’s  response in set of words like ‘Yes’, ‘No’ or ‘May be’. For responding to the feedback questions, customer can be delighted with gifts or lucky draw. This process is going to me more stable in achieving valuable feedback, as well as dynamic in configuration of questions asked to customer, and on top of it, saving multiple resources. The output of this system was reports provided to concerned department/people. After implementing this process, CSR got excellent response from the customers with heaps of relevant feedback. The number of questions, type of questions, and questions were configurable on the go, giving more much more control to business they earlier had. This approach also opened a new window for customer  engagement where customer is delighted for providing feedback rather than taking it as overhead.