Sales Performance Best Practices

October 1, 2014

Background

• Batesville is a $600M subsidiary of Hillenbrand, Inc (NYSE: HI)

• 100 years of leadership in the death care industry in North America with a mission –

‘Helping families honor the lives of those they love.’

• Manufacture and sale of funeral services products including burial caskets, cremation caskets, containers and urns, and other personalization and memorialization products

Sales Cloud Usage and Focus

• ~ 150 sales reps from all levels of our sales force– Key Account Reps– Inside Sales Reps– Territory Reps– Business Segment Specialists

• ~ 25 managerial and analytical users

One goal – Maintain our Pole Position in MarketBusiness challenges include maintaining our leadership position in the face of a declining market, strong competition and new entrants.

Provide real time insight and efficiencies that will allow our sales organization to focus on selling time with our customers and drive overall growth to maintain our leadership position within the industry.

Why did we undertake this SPM project?

As part of our lean management principals, we needed to find a way to reduce the time to set quota while improving our rep’s understanding of their incentive compensation program and eliminating some of the most common objections …

• “How did you come up with this quota???”• “Why did it take so long??”• “Didn’t you remember to move those accounts,

before setting the quota??”• “I don’t know what they did, it’s not what I suggested for your numbers!”• “I don’t know what I am earning until the end of the month!”• “I can’t figure out how much I need to sell to reach my goal.”

Current State

Export/Import Data to/from

Cognos

Create multiple tab Excel

spreadsheet(~500 MB file)

Manually move accounts between

territories

Run formulas through Excel

Review and finalize changes

Quota1 – 2 Month Process

Incentive Compensation

Cognos• Stores the summarized data for tracking

purposes, updated once a week. No tracking of what has been paid YTD.

Excel• Data is exported from

Cognos to calculate payout

Manual Pay adjustments

made

• Corrections to pay done in payment file, no visibility to the rep

Current State Pain Points

• 1 to 2 month process involving multiple departments with numerous wait times

• Multiple versions passing between users – changes missed• Changes are difficult and very time consuming – size of Excel

file(s) is challenging• More time spent crunching numbers than reviewing numbers• Reps don’t know how they are performing until the end of the

month• Reps don’t know targets until mid Q1• Reps struggle to understand how much

they will be paid• No analytics around the performance

SPM Accomplishment

• Reduced the quota process from 1 – 2 months down to ~ 3 days worth of work

• Created visibility for Regional Directors to see factors that went into the quota calculations

• Improved accuracy • Changed process from data crunching to data analysis

• Increased awareness where reps can see their earnings on a daily basis

• Provided BI tools to drive insight for Reps and Regionals

How did we accomplish this?

• Establish buy-in from Sales Management– This is not a Finance or IT project, but a Sales initiative

• Put the right people and skill sets on the project– Having the individuals who are most familiar with the legacy

process actively engaged leads to success

• True partnership with Oracle R&D and Support– Let Oracle know where you are

struggling so they can provide support with formulas and system functionality … and will be aware of future needs/enhancements to the products

• Don’t make this a side project

What did we learn?

• Incentive Compensation support teams truly understand their product

• Quota R&D team listens well to suggestions for enhancements and will work hard with you to hit the implementation timeline

• You can easily get crazy with your incentive compensation program and

quota setting process given inherent flexibility of the

tools• There are built in capabilities

that we haven’t even explored

Next Steps for Batesville

• Tap into the BI capabilities of the SPM platform around Quota and Incentive Comp

• Continue partnership with Oracle around future enhancements

• Utilize more of the forecasting capabilities• Expand quota setting from solely revenue-based to

include activity-based items

Questions?

Contact information:

Chris CharltonBusiness Integration ManagerBatesvilleEmail: chris.charlton@batesville.comTelephone: 812-934-1055