Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.
Agenda <ul><li>Common Challenges to Sales Performance Management </li></ul><ul><li>Best Practices to improve payee satisfa...
Common Challenges <ul><li>Costs of sub-optimal sales force effectiveness due to…. </li></ul><ul><ul><li>Unreliable sales D...
Sales Performance Management Lifecycle Set corporate revenue goals and strategy Reviews and resolves issues Sales Finance ...
What Is Callidus TrueResolution? <ul><li>Self Service Portal for sales force and channel partners to submit disputes or ch...
General Features <ul><li>Completely Web-Based  </li></ul><ul><li>Reportable Tracking Information </li></ul><ul><li>Request...
What are Workflow Solutions?
Payee Self Service
Payee Self Service Solution <ul><li>Supports Common Business Objectives   </li></ul><ul><ul><li>Improve payee satisfaction...
Payee Self Service – What Is Provided? <ul><li>Communication Workflow </li></ul><ul><ul><li>One workflow </li></ul></ul><u...
Payee Self Service - Communication Workflow Comp Statement Review Submit Dispute/Inquiry (plan, territory, Credit, other) ...
Payee Self Service - Notification Workflow Review Operational Analysis TC Administrator Payees Send Notification Accept or...
PSS Automated Extensions
PSS – Automatic Credit Dispute Extension Auto check to TC for Credits Request automatically denied and sent back to Submit...
Sales Operations Support Solution - What is Provided?
Sales Operations Workflow <ul><li>Participant / Position Request </li></ul><ul><ul><li>New </li></ul></ul><ul><ul><li>Modi...
Data Management Solution - Benefits <ul><li>Supports Common Business Objectives  </li></ul><ul><ul><li>Increase payment ac...
Data Management Services – Functional view <ul><li>This diagram depicts the high level functional workflow </li></ul>Track...
TrueResolution Configurations Configurable Business Process  Robust Configurations, flexible and extensible <ul><li>Approv...
Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.
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Improving Dispute Resolution Processes

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presented at TrueConnection: Sales Performance Management Conference 2007 by Laura Roach, Director of Process Solutions at Callidus Software

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Improving Dispute Resolution Processes

  1. 1. Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.
  2. 2. Agenda <ul><li>Common Challenges to Sales Performance Management </li></ul><ul><li>Best Practices to improve payee satisfaction, communication and effectively manage sales performance </li></ul><ul><li>Leading solutions from Callidus Software </li></ul><ul><li>How customers have improved sales effectiveness </li></ul>
  3. 3. Common Challenges <ul><li>Costs of sub-optimal sales force effectiveness due to…. </li></ul><ul><ul><li>Unreliable sales Data </li></ul></ul><ul><ul><li>Inaccurate calculations </li></ul></ul><ul><li>Compliance Requirements </li></ul><ul><ul><li>Lack of audit trail hinders confidence in system integrity </li></ul></ul><ul><ul><li>Old or out-dated business processes </li></ul></ul><ul><li>Excessive dispute resolution time is costly and distracting to sales efforts </li></ul><ul><li>Ineffective communication channels have an impact on productivity and payee satisfaction </li></ul>
  4. 4. Sales Performance Management Lifecycle Set corporate revenue goals and strategy Reviews and resolves issues Sales Finance Team Monitors quota performance and opportunities CEO / CFO Sales Rep Sales Finance Team <ul><ul><li>Sales and finance aligned through integrated management process </li></ul></ul>Sales Rep Sales Finance Team Plan <ul><li>Forecast budget for upcoming fiscal </li></ul><ul><li>Design and implement compensation plan </li></ul><ul><li>Manage distributor relationships </li></ul>Sales/Channel Management Manage and optimize territories and channels Manage quota targets Sales Management Sales/Channel Management Monitors performance and raises disputes. Receives plan for upcoming year Analyze impact of sales incentives and processes Analyze Execute PSS Sales Ops DMS Custom PSS + Automated Ext. Sales Ops Payment Review Bonus/Pooling MBO Custom DMS Automated Ext.
  5. 5. What Is Callidus TrueResolution? <ul><li>Self Service Portal for sales force and channel partners to submit disputes or change requests </li></ul><ul><li>Business process system to automate and coordinate the resolution of disputes and requests </li></ul><ul><li>Completely auditable request tracking and processing system </li></ul><ul><li>Administration of data cleansing and maintenance </li></ul>
  6. 6. General Features <ul><li>Completely Web-Based </li></ul><ul><li>Reportable Tracking Information </li></ul><ul><li>Request Process can be Monitored for Optimization </li></ul><ul><li>Directly Accesses TrueComp Repository </li></ul><ul><ul><li>Request Submission guided by direct access to TrueComp data and Validated </li></ul></ul><ul><ul><li>Collects Information for Changes to be applied to TrueComp </li></ul></ul><ul><li>Configurable Business Processes </li></ul><ul><li>Configurable User Interfaces </li></ul><ul><li>Flexible and Extensible </li></ul>
  7. 7. What are Workflow Solutions?
  8. 8. Payee Self Service
  9. 9. Payee Self Service Solution <ul><li>Supports Common Business Objectives </li></ul><ul><ul><li>Improve payee satisfaction and communication </li></ul></ul><ul><ul><li>Streamline sales operation and management processes </li></ul></ul><ul><ul><li>SOX compliance – audit and traceability </li></ul></ul><ul><ul><li>Increase productivity (both payees and administrators) </li></ul></ul><ul><li>Specific Business Needs </li></ul><ul><ul><li>How to address business process changes in association of the Callidus implementation? </li></ul></ul><ul><ul><li>How to disseminate plans and goal sheets and get payee’s approval? </li></ul></ul><ul><ul><li>How to track approvals and changes? </li></ul></ul><ul><ul><li>How to receive, manage and respond to inquiries and requests from payees? </li></ul></ul>
  10. 10. Payee Self Service – What Is Provided? <ul><li>Communication Workflow </li></ul><ul><ul><li>One workflow </li></ul></ul><ul><ul><li>Up to Four built-in template forms </li></ul></ul><ul><li>Notification Workflow </li></ul><ul><ul><li>Review/approve compensation plans </li></ul></ul><ul><ul><li>Notify adjustments, data & policy changes </li></ul></ul><ul><li>Two Bundled Reports for Operational Analysis </li></ul><ul><ul><li>Types of issues submitted </li></ul></ul><ul><ul><li>Issues received vs. resolution rate </li></ul></ul>Plans Territories/Quotas Credits Compensation Report Generic
  11. 11. Payee Self Service - Communication Workflow Comp Statement Review Submit Dispute/Inquiry (plan, territory, Credit, other) Prepare a Request TrueComp ® Administrator Respond Report Dispute Form Identify Issues Mgr Approval
  12. 12. Payee Self Service - Notification Workflow Review Operational Analysis TC Administrator Payees Send Notification Accept or Reject Tracking / Audit
  13. 13. PSS Automated Extensions
  14. 14. PSS – Automatic Credit Dispute Extension Auto check to TC for Credits Request automatically denied and sent back to Submitter Credit Dispute Request Yes Administrator No Routed to Reconciler Re Submits Request to Reconciler Re Check TC for Credits TrueComp ® Research & Take Action Approved Changes updated in TrueComp® Staging Tables
  15. 15. Sales Operations Support Solution - What is Provided?
  16. 16. Sales Operations Workflow <ul><li>Participant / Position Request </li></ul><ul><ul><li>New </li></ul></ul><ul><ul><li>Modify </li></ul></ul><ul><ul><li>Resubmit </li></ul></ul>Prepare a Request Administrator or group of Submitters Update TrueComp ® Staging Tables TrueComp ® Submit for Approval APPROVED ? Routed for Final Approval YES NO <ul><li>More Info </li></ul><ul><li>Withdraw </li></ul><ul><li>Resubmit </li></ul>
  17. 17. Data Management Solution - Benefits <ul><li>Supports Common Business Objectives </li></ul><ul><ul><li>Increase payment accuracy </li></ul></ul><ul><ul><li>Proactively resolve issues upfront </li></ul></ul><ul><ul><li>Streamline sales operation and management processes </li></ul></ul><ul><ul><li>SOX compliance – audit and traceability </li></ul></ul><ul><ul><li>Increase productivity (both payees and administrators) </li></ul></ul><ul><li>Specific Business Needs </li></ul><ul><ul><li>How to address business process changes in association of the Callidus implementation? </li></ul></ul><ul><ul><li>How to manage data changes not captured in upstream systems? </li></ul></ul><ul><ul><li>How to correct new or errored transactions and route for approvals prior to processing corrections? </li></ul></ul><ul><ul><li>How to track approvals and changes? </li></ul></ul>
  18. 18. Data Management Services – Functional view <ul><li>This diagram depicts the high level functional workflow </li></ul>Tracking, auditing and detailed analysis available Submit Changes Updated in TrueComp ® Staging Tables TrueComp ® EXCEEDS THRESHOLD? YES Routed to Approver EXAMPLE CONDITIONS NO Update TrueComp ® Staging Tables Review, Research and Resolve Automatic Submission of Errors
  19. 19. TrueResolution Configurations Configurable Business Process Robust Configurations, flexible and extensible <ul><li>Approval </li></ul><ul><ul><li>Org Hierarchy (i.e. TC Manager) </li></ul></ul><ul><ul><li>Specific person or group </li></ul></ul><ul><ul><li>Dollar Amount </li></ul></ul><ul><ul><li>Bulk Approvals </li></ul></ul><ul><li>Timeouts </li></ul><ul><ul><li>Task queues </li></ul></ul>Approve TrueComp Change <ul><li>Forms </li></ul><ul><ul><li>Field Names </li></ul></ul><ul><ul><li>Layout </li></ul></ul><ul><li>Field Validation </li></ul><ul><li>Default Values </li></ul><ul><li>Bulk Upload </li></ul>Submit Pre-Approve <ul><li>Approval </li></ul><ul><ul><li>Org Hierarchy (i.e. TC Manager) </li></ul></ul><ul><ul><li>Specific person or group </li></ul></ul><ul><ul><li>Bulk Approvals </li></ul></ul><ul><li>Timeouts </li></ul><ul><ul><li>Task queues </li></ul></ul><ul><li>Manual Actions </li></ul><ul><ul><li>Split </li></ul></ul><ul><ul><li>Manual transaction </li></ul></ul><ul><ul><li>Manual payment </li></ul></ul><ul><ul><li>Bulk Actions </li></ul></ul><ul><li>Timeouts </li></ul><ul><ul><li>Task queues </li></ul></ul>Research & Resolve Validate & Route <ul><li>Validate </li></ul><ul><ul><li>Standard Validations </li></ul></ul><ul><ul><li>Additional Field Validations </li></ul></ul><ul><li>Routing </li></ul><ul><ul><li>Generic queue </li></ul></ul><ul><ul><li>Owner based </li></ul></ul><ul><ul><li>Round Robin </li></ul></ul>
  20. 20. Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.

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