DELIVERABLES

Roll-out process (with explainer). recruitment email templates, surveys, knowledge base, report deck

METHODS

Stakeholder interviews, needs & constraints assessment, beta testing

ROLE

Co-Facilitator

Objective

Customers were spending a lot of time and effort entering bonus/commission data into the G-P platform each month (or bi-monthly). The process was manual, time-consuming, and error-prone.

We wanted to provide the ability to easily and efficiently enter bonus/commission data into G-P with minimum time and effort while decreasing the chances of errors.

Execution

We started by interviewing customers that had engaged our Operations team to manually enter large amounts of bonus and compensation data. After conducting customer interviews, we learned the following:

• Customers were frustrated entering bonuses/commissions one at a time​
• There was no explicit confirmation that commissions are entered/processed correctly/successfully​
• There was no opportunity to review and correct mistakes​
• Customers suggested a bulk upload feature​
• Customers needed a history of previously paid commissions

We then conducted five pilot phases (based on monthly payment windows), adding more customers as we educated our Customer Success managers about the feature.

Timeline

After we identified needs, we began recruiting customers for the initial phase (payment window) of the pilot.

We sent communications and consent via our recruitment tool. When customers opted-in, they received an email from the team introducing the feature, tutorial video, FAQs, and access information.

We ran each pilot during a payment window to track the effort of the customers from the start to finish.

*Phase 5 is currently in progress

Collaboration

We worked closely with Customer Success Managers, Ops, Product, and Engineering partners to ensure that each customer had their questions and needs addressed by the appropriate department.

The main difference between the previous workflow and the new feature was the Excel template for bulk uploading. We wanted to know when these customers downloaded the template within the payment window.

Below is data from each phase (payment window) showing the days customers downloaded the template.

Impact

The pilot release of our variable compensation bulk upload feature enabled customers to save time.

Before: Time on task for customers

Customers were spending between 1-2 hours (avg. 90 mins) manually uploading variable compensation for their employees every month.

After: Time on task reduced to under 15 mins

The new feature reduced uploading time to 15 minutes or less (14.5 minutes), enabling an efficiency gain of 83.88% for customers.

Reflection

We formulated and documented a cross-functional pilot process to help teams become more self-sufficient and ensure the correct team members were involved in the Go-to-Market campaign.