Revamp an inefficient, awkward, 14-year-old sales management system
For many sales agents, the company's sales crediting process was a nightmare. Bookings came through on one system, while sales agents accessed and received these account assignments on a different system. This disconnect and misalignment created major issues. All too frequently, the sales agents weren't properly credited for their work.
Correcting and making claims against these errors proved a massive pain point. The agents were making about 70,000 such claims every year – 13% of all bookings – and the 14-year-old legacy system handling the claims process just wasn't up to the task. It was bad enough that agents were spending an estimated 85,000 person-hours annually chasing misallocated bookings and initiating claims. It was worse still that the system rejected many perfectly valid claims.