Case Study: Rackspace Technology achieves transparent, adaptable commissions—reducing monthly agent complaints from 40 to 3 with SAP Sales Cloud

Rackspace Replaces Competitive Commissions System For More Adaptable and Transparent CallidusCloud System

Rackspace, a leading managed cloud provider with 12 data centers and customers in 150 countries (serving half of the Fortune 100), faced a commissions platform that wasn’t robust or flexible enough for its growth. The legacy system left 800 direct agents confused about pay calculations and generated frequent complaints, while administrators lacked needed data visibility.

Rackspace implemented CallidusCloud Commissions and worked with CallidusCloud professional services to document, simplify, and reengineer its compensation processes. The new system improved transparency and visibility, cut monthly agent complaints from 40 to 3, simplified plans, reorganized a more efficient compensation team at no extra cost, and shifted the organization from an operational to a more strategic mindset.

Rackspace Technology

Juan Fernandez

Director of Sales Operations