Case Study: ING Direct achieves improved sales performance and $425K annual savings with NICE Systems Performance Management

Creates an Entrepreneurial Sales Center To Increase Overall Sales Performance with NICE Performance Management (MERCED)

ING DIRECT, part of the ING Group, is an online bank launched in 2000 with 8.5 million customers and $91 billion in assets. As its product line grew, increasing complexity exposed gaps in sales and service consistency, so the bank needed to reduce variability in key metrics, shift its sales culture, target coaching to behavior (not just numbers), and enable associates to self-monitor performance.

ING DIRECT implemented NICE Performance Management to automate coaching and give supervisors and agents actionable, real-time data. The 10‑week deployment and pilot drove cultural change—coaches became more accountable and agents began self-monitoring—while delivering measurable gains: After Call Work fell by 11 seconds, Brand Focus rose from 69% to 75%, calls‑to‑sale improved by more than two calls on average, four of five key metrics showed more associates exceeding targets, and annual benefits exceeded $425K.

ING Direct