Business
Challenge:

  • Client is a technology company with associates who help with the sales of clients’ software and services.
  • The associate program for clients is an annual membership program. The program is extensive and has thousands of associates across the globe.
  • The client is planning to roll out a new program for the associates which determines the eligibility criteria for the associates to be at various levels of the program membership.
  • For the new program, the client wants to model the KPIs which should be kept in place for the associates to meet the various levels.
  • The client wanted a dynamic dashboard where the client could adjust the KPIs and see the impact of these on the associates and program strength.
  • The client also wanted the dashboard to be refreshed monthly so that the KPIs are updated monthly and based on these KPIs, the associates meeting the program requirements could be onboarded to the new program at levels for the next one year.

TurnB Approach

Data from multiple sources were collected and collated to one source for modelling.

Various factors affecting the program were mapped and designed the KPIs using the most critical factors aligning to program requirements.

Modelled out the KPIs to understand the distribution of associates across each KPIs.

Developed a dynamic dashboard with logic in place that integrates all the metrics and could take user input to understand the variations in KPIs and associates.

Various iterations were run to identify the right thresholds for various KPIs for each level using the dynamic dashboard created.

The dashboard is refreshed monthly to update the associate KPIs and flag the associates who meet the new program requirements.

Incorporated the logic to identify associates meeting eligibility criteria in new refreshes and who already met the criteria in the previous refreshes.

Built in a logic so that if an associate were recognized as meeting the criteria and made the member of a level in any of the previous 12 months, they would automatically retain the membership in the current refresh as well.

Also built in logic for indicating the criteria the associates have met and the ones they haven’t met so the field team could push the associate towards the new membership levels based on the information.

Implications

The dashboard helped model the new program requirement for client and help them set the thresholds for various metrics aligning to the overall program strategies.

The monthly refreshes helped identify and onboard new associates meeting criteria to the new program from the 1000+ associates.

The monthly refreshes also helped the field team in identifying the various stages their associates were standing in terms of KPIs and increased the membership from 20+ to 100+ associates meeting criteria in 5 months’ time.

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