Business
Challenge:

Exception Management

  • Client is a technology giant and the worldwide leader in software, services and solutions.It relies on its partner organizations across globe to promote, expand and retains its business.
  • Client runs a skills Initiative program to promote the sales of their cloud-based products by providing training to customers across the globe through partners. They pay subsidies to partners every month based on the volume of training activities reported.
  • Multiple business rules related to training validation must be met before approving payment to partners for reported training.
  • A set of validation checks were in place as well that the reported training should go through before payment approval. But special consideration is given to partners in certain cases even though they fail to meet certain rules or criteria.
  • This is possible only if the partner requests an exception for that case and gets it approved by the client.Client wanted to manage all these exception requests and track the progress/status of requests.

TurnB Approach


Listing the scenarios

  • Listed down all the possible scenarios that would need an exception to approve.

Creating Trackers

  • Trackers were created with all critical data fields to capture; helped to keep a proper track of all granted exceptions.ning program.

Managing emails and timely follow-ups

  • The request for exceptions was directed to the respective stakeholder for prompt action avoiding any delays.:
  • The email communication loop was also kept in the tracker as a record in case of any clarification in the future.
  • Follow-ups were sent at the right time to avoid any delay in approval of exception requests.

Adding exception in backend

  • Once the partner receives approval for an exception, it is added to the backend of reporting portal; enable partners to report trainings.
Approaches background
Infograph

Implications

  • Proper management and follow up emailsreduced turnaround time for exception approval considerably.
  • Enabled reconciliation of exception requests and helped in implementing proactive measures to reduce such cases.
  • Provided a clear idea on regions and partners where there is a pressing concern on incompliance.
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