# How Diversey Reduced Distributor Calls by 99 Percent with Real-Time Performance Visibility

## Company Overview

Diversey is a US-based provider of cleaning, hygiene, and infection prevention solutions. Founded in 1923, Diversey serves customers across hospitality, healthcare, food and beverage, retail, and facility management.

### HQ
USA

### Founded
1923

### Industry
Healthcare, Cleaning

### Use Cases
Commercial FinOps

## The Challenge

Diversey operates a large, multi-tier distributor network where performance tracking and incentive claims were managed through fragmented systems.

Their distributor data was spread across a legacy distributor ERP, SAP, Excel sheets, emails, and manually submitted documents, making secondary sales visibility inconsistent and hard to trust.

Due to the manual-heavy process, Diversey could only evaluate distributor performance annually, leaving no scope for mid-cycle performance improvement.

- The finance team spent 10 days per month manually matching cheque/EFT payments from distributors to invoices in the ERP
- Delayed cash visibility by 3-5 days after end of the month
- Manually matching distributor claims to sales data delayed 10% of incentive claims,
- Incentive income and liabilities were recognised 30-90 days late
- Inaccurate reconciliation between warehouses and third-party locations resulted in 3% inventory variance and low confidence in stock numbers
- Month-end close took 10-15 days due to reliance on spreadsheets
- Management reports had to be revised up to 3 times due to inaccuracies

## The Solution

- Bluecopa unified distributor performance and claims automation on a single platform.
- Data from distributor ERPs, SAP, Excel exports, emails, sales logs, inventory updates, and claim documents was ingested through automated pipelines and standardized into a consistent performance framework.
- Annual scorecards were replaced with continuously updating distributor scorecards using configurable KPIs and tier-based multipliers.
- Distributors received mobile-first access to live scores, raw transaction visibility, and a score simulator to understand how actions impacted performance.

## The Outcome

- 99% reduction in distributor support calls
- 400+ distributors onboarded via QR-based access
- 4,000–5,000 claims automated per month
- Ops dependency reduced from 8 people to 2
- Improved distributor trust through transparent scoring
- Shift from annual reviews to continuous performance visibility

## The Conclusion

With yearly reconciliation of their performance metrics, the distributors lacked real-time feedback. The Commercial finance team at Diversey decided to address this using Bluecopa’s real-time observability platform that offered native connectivity with all the sources thus enabling them to make recommendations and improve performance in real-time.