Telstra Drives Business Execution, Improves Sales and Customer Satisfaction with Merced Systems’ Sales and Service Performance Management Solutions

Share Article

Australia’s Largest Telecommunications Provider Leverages Merced Systems’ Solutions to Align Organization With Exceptional Customer Service

“Implementing Merced Systems is part of an expansive program to support our teams and put the customer at the centre of everything we do," said Michael Bowman, Director Customer Service and Sales, Telstra.

Merced Systems, Inc., the leading provider of performance management solutions that drive business execution in sales and service functions, today announced that Telstra has successfully completed the deployment of all of Merced Systems’ core Sales Performance Management and Service Performance Management solutions in their internal consumer contact centres. Telstra has implemented Merced Systems’ solutions to improve employee performance, assist managers in coaching, and streamline incentive management.

Telecommunications companies are in one of the most competitive markets worldwide and find themselves in a battle to secure new and retain current customers. Progressive telecommunications companies understand the value of having a loyal customer base and realize that it’s in their best interest to do everything possible to improve the overall customer experience.

Telstra deployed a pilot program with Merced Systems in 2009 to align its service organizations to improve customer service. Within three months, the company results included an increase in sales conversion rates, decreased preparation time for coaching and increased face-to-face coaching conducted. As a result, Telstra expanded the deployment to all their internal consumer call centers to help improve customer satisfaction. Telstra is now deploying the Merced Systems’ suite of Sales Performance Management and Service Performance Management solutions across more than 100 Retail stores throughout 2011.

“Implementing Merced Systems is part of an expansive program to support our teams and put the customer at the centre of everything we do. This partnership will help us deepen our coaching culture and assist in delivering consistently better service to our customers,” said Michael Bowman, Director Customer Service and Sales, Telstra. “We plan to roll out Merced Systems’ solutions to additional customer facing areas over the coming year.”

“As the first telecommunication provider in its region to deploy Sales Performance Management and Service Performance Management solutions, Telstra has demonstrated the importance it places on improving the customer experience,” said Mark Selcow, president, Merced Systems. “By implementing Merced Systems’ software, Telstra is now better able to align its sales and service organizations with its business goals. We look forward to helping the company see improved results as it deploys the technology across additional customer facing areas of their organization.”

Telstra is currently using Merced Systems Performance Suite and Merced Systems Coaching Plus to assist in targeted coaching of call center agents based on individual performance needs. The company is planning to use these same solutions for performance management and coaching with its retail employees, in addition to Merced Systems’ Incentive Compensation Management for incentives management. Telstra is also looking to expand the deployment of its Sales Performance Management and Service Performance Management solutions.
Telstra joins a growing list of global leaders who are experiencing incredible business gains using Merced Systems Sales Performance Management and Service Performance Management solutions. The Merced Systems solutions are designed for driving improvement in sales effectiveness, customer experience, and operating efficiency. Merced Systems’ award-winning technology has proven to increase sales and customer loyalty for Global 2000 companies including Sprint, ING DIRECT USA, Mazda Motors UK, and DIRECTV.

About Telstra
Telstra is Australia's leading telecommunications and information services company, with one of the best known brands in the country. We offer a full range of services and compete in all telecommunications markets throughout Australia, providing more than 8.5 million Australian fixed line and 11.4 million mobile services.

Our main activities include the provision of basic access services to most homes and businesses in Australia, local and long distance telephone calls in Australia and international calls to and from Australia, mobile telecommunications services, broadband access and content, a comprehensive range of data and Internet services (including through Telstra BigPond®, Australia's leading Internet service provider), management of business customers' IT and/or telecommunications services, wholesale services to other carriers, carriage service providers and ISPs, advertising, search and information services (through Sensis, Australia's leading directory and search company), cable distribution services for FOXTEL's® cable subscription television services.

One of our major strengths in providing integrated telecommunications services is our vast geographical coverage through both our fixed and mobile network infrastructure. This network and systems infrastructure underpins the carriage and termination of the majority of Australia's domestic and international voice and data telephony traffic.

Telstra also owns 50% of FOXTEL®.

Its international businesses include: The Telstra International global networks and managed services business that has more than 1,100 Points-of-Presence throughout Australia, Asia Pacific, Europe and the U.S., CSL– Hong Kong’s leading mobile network operator.
China search and advertising businesses, including the Sequel businesses – Pcpop, IT168, Autohome and CHE 168, the Octave businesses – Sharp Point and ChinaM and LMobile and China Bar.

About Merced Systems
Merced Systems is the leading provider of enterprise software solutions focused on Business Execution for Sales and Service organizations. Merced System’s performance management solutions help drive sales effectiveness, superior customer experience and operating efficiency across a range of vertical industries. Merced Systems' award-winning products serve Global 2000 customers, and include advanced analytics and reporting, incentive compensation management, coaching, and other performance execution applications. With a strong track record of growth and delivering business impact to its customers, Merced Systems has been profitable for the past eight years. Merced Systems is a privately held company headquartered in Silicon Valley and London, with major customers in more than 20 countries worldwide. For more information on Merced Systems, please visit

Media Contact
Joscelyn Zell
Goodman Communications, Inc.
(503) 260-1169


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Joscelyn Zell
Visit website