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Company: Cisco Systems

Programs: Employee Incentive/Recognition
Program Types: Merchandise and travel offerings

Objective: Cisco Systems, which creates Internet networking programs, wanted to shift many of its daily manual operations to electronic media. To reinforce Cisco's move to the Internet for both employees and customers, the company adopted Netcentives' ClickRewards@Work program.

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.

Results: In the end, the program met its goal: 80% of order processing was done electronically.