At Group O, we take pride in our ability to deliver exceptional service and innovative solutions to our clients. One of the ways we demonstrate this is through the end-to-end management of various reward programs. In this article, we feature a Q&A with one of our Customer Success Managers, who recently managed the seamless transition of a long-time client’s employee reward program to an innovative technology platform. This case study highlights our capabilities and the dedicated efforts of our team members.

Q&A with a Customer Success Manager, Autumn Rice

Q: Tell us about a program you participated in that was successful.

Autumn: Since 2012, Group O has managed various reward programs for one of the largest tire manufacturers in the world. Recently, we migrated their employee tire rebate program from an older platform to a new one. The migration process began in early December of 2023, and the upgraded website and software were successfully launched on May 1st, 2024. The transition was smooth, with only minor tweaks needed after the launch.

Q: What made the project successful?

Autumn: The success of the program can be attributed to several factors:

- The site remained fully functional with no downtime or operational issues that impacted users or administrative functions.

- The upgraded website and software received positive feedback from employees who submitted claims.

- The modern design and organization of the website were well-received by employees.

Q: What was your role in the project?

Autumn: I served as the primary contact and manager for the program. I was also the project manager for the transition from the old platform to Motivate by Dash Solutions.

Q: How did the team collaborate to ensure the program's success?

Autumn: Our team collaboration was crucial for the program's success. Key actions included:

- Working closely with leadership to ensure smooth data and reporting transitions.

- Collaborating with our Development and Data Services teams to establish secure procedures for file movement and payment processing.

- Weekly meetings with stakeholders help to maintain open communication and quickly address any concerns via Teams, email, and phone calls.

- Providing regular updates to internal teams and the client through emails and scheduled meetings.

- Working with the training department to develop comprehensive training materials and participating in training sessions to address any questions.

Q: Are there any specific tools or methodologies that were particularly effective in this program?

Autumn: Yes, several tools and methodologies were essential:

- We used software to track tasks and progress for overall project management.

- I submitted monthly updates to our quality team to maintain continuous improvement standards.

- Our quality team played a key role in helping us develop procedures for working with a third-party solutions provider.

Q: Is there anything about the program that makes it unique?

Autumn: The program is highly customized, requiring real-time updates and reporting to ensure the most current balances and claim details are available to both the company and its employees.

Q: Can you give us any details of the outcomes or impact of the program?

Autumn: This was the first time our client transitioned to third-party software for their benefits program, marking a significant milestone. The successful migration set a new standard for future transitions and demonstrated our capability to manage complex projects efficiently.

Service and Innovation: Key Factors of Group O's Incentive Marketing Experience

By sharing this successful program, we aim to showcase our capabilities and the dedicated efforts of our team members who manage these programs. Our goal is to continuously deliver exceptional service and innovative solutions to meet our clients' needs. To learn more or get started with your own incentive program contact us today