Cisco began by converting order processing from manual to electronic. In the past, customers faxed orders to Cisco, which sometimes resulted in errors. With the use of Netcentives' online ordering program, order forms became 70% more accurate.
To expedite the transition to electronic processing, Cisco offered customer service representatives Click Miles for each task they effectively encouraged customers to do. Reps were rewarded when their customers placed online orders and when they achieved a 5% increase in orders first placed over the Internet.
The program's second phase targeted customers who placed orders over the Internet less than 50% of the time. Customer service reps earned up to 7,000 Click Miles every three months for increasing the percentage of online orders. Employees could then redeem Click Miles for airline mileage, merchandise, or Cisco items.
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