For almost four decades our veteran team has successfully designed and implemented thousands of deployments, spanning a diverse and complex scope of client- and market-objectives.
In addition to the over 400 financial institutions that have used our platforms, a leading national merchant services organization engaged our team to design, develop, and implement an enterprise-wide scaling initiative, primarily focused on business development, sales, service, and relationship retention and profitability.
With hundreds of thousands of clients, tens of thousands of sales and service reps, hundreds of sales distribution hierarchies, thousands of products, and specialized and varying pricing and fees for every combination, the complexity of integrating multiple data systems and calculating performance metrics was unprecedented.
Our solutions team developed an innovative approach to enable the rapid-velocity-of-change in the organization’s day-to-day sales and service operations, the frequent changes to the organization entity hierarchies, and cost/price changes, contributing to their dramatic growth in the ensuing decade.
A nationwide payment platform engaged our team to design and develop an innovative card-based server tip-out platform for a high-volume consumer-serving business.
In restaurants, bars, lounges and venues, patrons typically pay bills and tips via credit card, with the totals reported on a server’s shift-end tip report. But, because of their unique service dynamics, tips to servers were typically paid in cash: because waiters need to “tip-out” each other and their support teams (sharing a split of their earned tips) at the ends of their shifts. And, when large parties are served by a team of multiple servers and support staff, the ending large-amount tip needs to be split fairly (the "tip-out") by the lead server to all team members.
When tip totals are distributed in cash, each night’s-end “tip-out” process is manual, cash-based, and conducted by and between the co-workers. But, POS platforms don't support the workforce tip-out distribution process. And, when the enterprise is 300+ venues, with 10,000+ participating part- and full-time multi-venue workers, and 24/7/365 operations, the volume of cash that had to be armored-trucked to the venues to pay tips (because most patron payments are credit-cards) made the cash-method slow, messy, risky and costly: a private revenue e-distribution solution was needed.
Because of the overlapping complexities of employee staffing schedules, attendance and assignments, multiple-venue employment, workforce turnover rates, and the extensive audit requirements for all transactions, our automation solution had to be extremely robust and reliable in its integration with both the centralized human resource management (HRIS/HCM) and distributed-venue point-of-sales (POS) systems: two systems that had never been cross-integrated. And, operate in real-time for 24/7/365 workforce access. This was a worldwide first-time implementation of this kind a solution.
Beyond a simple e-payment replacement for cash tip-outs, our designed solution uniquely enabled a “venue-to-employee-to-employee-to-venue” tip-in/out capability so servers could equitably, and electronically, receive and re-distribute shares of reported tip amounts to their participating and supporting co-workers: compliantly automating both the tip, and the tip-out, processes.
At close of each day, our system settled-out customer tips, tip-ins, and tip-outs, and created the automated banking instructions to fund each participating employee’s bank account. And, generated all of the required human resource, performance and tax reporting for all parties.
A 50-state insurance brokerage had to hyper-scale to serve direct-to-consumer businesses in their sale of ancillary insurance and financial products to their core-service customers: travel insurance for individual group members traveling to attend group events, per booking liability protection for home-sharing vacation rental homeowners, property damage coverage, event protection for destination property managers, and more.
Inbound source-data referral and sales transactions were being submitted from over a thousand distribution affiliates across a widely disparate network, in scores of different formats and time-stamps. Because of the myriad of state-by-state insurance rules and approvals, the number of premium-, sales-, referral-, tax- and service-fee paid entities became vast and deep: each sales transaction spawned dozens of separate micro-transactions requiring strongly-audited tracking, and remittance accounting and management.
The system also required management and resolution of coverage modifications, cancellations, and state-approval-governed premium refunds and commission charge-backs. Finally, the system needed to be the centralized intermediary for multiple back-end claims processing and customer service third-party administrators (TPAs).
Our client partner needed an unprecedented infinite-entity, international, multi-provider, multi-product, multi-currency, multi-lingual, document-fulfilling distribution and service management platform.
To resolve the high-degree of complexity of the resulting transaction flow, our team designed and implemented a comprehensive system-wide transaction management platform that integrated thousands of distribution partners, scores of state-by-state-approved products, and dozens of insurance carriers, underwriters and their TPAs.
The solution provides tracking and reporting of sales transactions and derived micro-transactions in order to generate sales reporting to the carriers and underwriters, commission reporting for the sales and referral network, tax reporting and all required premium trust fund accounting.
In addition, the solution enabled a unified centralized on-line functionality for customer claims, service and complaints submissions. Today, the system operates as a full intermediary distribution and service management platform that links a range of different carriers and underwriters offering a broad menu of each of their specialized programs, to a vast scope of consumer-facing retailers.
The system enables the insurance brokerage to maintain primary care and control of data for the purposes of underwriting; evidence of coverage fulfillment; management of customer relationships; first notice of loss, and full administration, accounting, documentation and reporting of all receipts and remittances for all parties.
Finally, a major add-on benefit has been that issuing carriers/underwriters now have virtually real-time lead and sales reporting capability. Instead of waiting 5-10 weeks for all sales, claims and commission results to be reported and semi-manually consolidated and reconciled, the new platform automatically enables system-wide outcomes to be reported Next Day. By itself, that capability has the potential to save underwriters and brokers millions in operating, fulfillment, compliance and reinsurance costs.
A national consumer services firm, with millions of customers, had nearly 100 disparate data sources; real-time, daily, weekly, month-end, periodic, leads, referrals, quotes, sales, service tickets, portfolios, productivity, surveys, assessments, new hires and job changes, products and price changes, incentives and spiffs, and more. It took two dozen people all week, every week, to prepare and aggregate that data for once-a-week, 3-4 days-delayed, workforce and business unit performance reports.
Using our Data Manager our team automated 100% of the data management process to run daily, error-free, in a few hours, with just a single FTE: a 96% savings. With our Metric and Report Engines the client's workforce and management were able to access daily, instead of late weekly performance reports: a 5X boost. The cumulative result was a multiple orders of magnitude improvement in workforce cost-efficiency and performance productivity. And, with daily reporting, sales activity, customer service satisfaction and customer retention and profitability results skyrocketed.
A rapidly-growing national email and social-media retail-customer-loyalty SaaS platform engaged our team to assist their rise to the next magnitude of scale and volume. Their platform was strong on outreach capabilities, but limited in scope and capacity on customer loyalty and workforce and distribution/affiliate system performance management.
The enterprise needed to not only monitor and reward consumers for purchase activities and loyalty, but also client sales and support staff for service quality and satisfaction, and affiliate partners for their referrals and sales.
Our solution generated multiple streams of sales and service performance metrics/analytics and compensation outcomes, transaction-by-transaction, for thousands of locations, tens of thousands of workforce, and millions of consumers. And, comprehensive customer and affiliate analytics enabled a mass-executed precision-targeted “customer engagement” strategy that dramatically improved loyalty levels, revenue per customer, relationship retention, and customer satisfaction, across all categories.