Author: Float into the Clouds

One of our clients had recently purchased Salesforce SPIFF (also known as Incentive Compensation Management) but didn’t have a plan on how to actually implement it. Their finance and IT teams already tried to implement SPIFF, but neither got anywhere besides logging in as they didn’t underway the process.

So, our team, since we were already helping with other Salesforce projects, was asked if we could help get SPIFF implemented before their renewal came up.

Our team quickly got to work, first working with the Finance team to understand the current way that incentives were paid. With that knowledge, we could then work with the Sales and Customer Service teams to determine if their current compensation would continue to work with SPIFF. Like most implementations of software, we discovered that two aspects of their compensation plans were actually double-paying in some instances. So we worked with the Finance Team to make adjustments to how their plans paid.

From there, we then created reports in Salesforce that showed the Opportunities that would be due for commission payment. That was reviewed with Sales and Customer Teams, who eventually agreed after a few revisions. So then we had the records to use and a validated payment schedule.

That’s when we got to work on implementing SPIFF with a set of proven data and compensation numbers. Within two weeks we had SPIFF customized and automating the entire compensation programme, well before the client’s renewal date.

Most companies think they don’t have an AI problem — until we find the tools employees are already using on the side. We had a client come to us in just that situation when there was an customer information leak on AI. They wanted help now on how to govern and manage AI, while also showing action on the issue.

Our team started with a scan of the organization’s existing policies and governance structure. With that knowledge, we then worked to see what client data was contained in each system, and which systems already had integrations with AI adjacent tools, compared to which ones may be tools people had quietly adopted on their own, without any oversight.

With all of this knowledge, we then worked with the governance team to draft two policies that helped govern AI usage on an individual user level, but also on an enterprise level. We also helped to create a policy on what protections should be employed on customer data against all systems. We also helped to setup a corporate structure of accounts that could be used with AI, but had appropriate controls.

From there, we tied the training on these policies to other AI training the organization was already offering on a new tool. In this way, we were able to structure this important training, on policy, also with training on systems that benefited the users.

The team has been busy over the past few months helping clients implement Salesforce Surveys (for NPS scores) and Salesforce Incentive Management!

For Salesforce Surveys the team has been a custom object and tracking so that the client team’s can follow-up as appropriate, and track that follow-up, with their promotors and detractors. This is for a healthcare benefits organization in the USA.

For Salesforce Incentive Management the team has been working with an organization in the USA that provides training programs for contractors. As such, there has been many different compensation plans in the past, and we have built the SPIFF system to support that. Now instead of the commission/compensation process taking days it can be handled in a few hours!