robert mullany - "turning concept into reality"

TURNING CONCEPT INTO REALITYHow to make game mechanics work for your organization

Robert MullanySales Engineerrobert.mullany@bunchball.com@robertmullany

NOEXCUSE

S

July 19th

Engaging Customers Engaging Employees

“For anticipating the gamification explosion before anyone knew what gamification was.”

We’re First So Our Customers Can Be First.

Gamification platform

Commercial deployment of Gamification

(and only) GTM gamification partner w/ Jive

Salesforce Gamification App

IBM Gamification App

Personalized Gamification

Teams Functionality

Built-in Redemption

Omniture integration

Facebook and Twitter integration

1st

The ProblemBusinesses are Struggling to make their Customers,

Partners & Employees more Active & Loyal

Fighting for attention, participation and

loyalty Increasing competition for partner attention and sales

Declining engagement and satisfaction

The Opportunity in Enterprise Software

Cloud

SaaS means vendors need to re-earn

business every year

Consumerization of IT

Employees demandingconsumer experiences

in the enterprise

Applications

Easy to buyEasy to sell

Easy to deploy

Our Vision: The Engaged EnterpriseActive & Loyal Customers, Employees & Partners

DRIVE EMPLOYEE ENGAGEMENTLiveOps – My Work Community

Goal: Improve Training & Performance of

20,000

Distributed Call Center Agents

80% adoption in first week

Reduced onboarding: 4 weeks -> 14 hours

Trained agents outperformed peers:

+23% in call handle time

+9% in cust. sat

2011 CLO Excellence in Social Learning Award

Pre-Gamification Post-Gamification

12.7

19.1Actions per User

Learning is Back in Style: Increased and Sustained Engagement

Objective: Increase effectiveness of online university in educating independent stylists on an ever-changing product catalog

Results:This customer saw a 50% increase in activity per user once game mechanics were added to its education platform

Retention of users improved over 300%

17

Pre-Gamification Post-Gamification

19%

64%

Retained Audience

SPARK SALES FORSALESFORCE.COM

19

20

21

22

23

24

25

26

Goal: Increase brand awareness by encouraging team members to become more active on social media

pinterest.com/bluewolflikes/goingsocial

Goal: Create a single social network across Toyota globally using Salesforce.com Chatter

POWERFUL TECHNOLOGY

While the concepts are simple, powerful technology is needed to implement gamification programs

Rules engine to manage missions, levels & points

APIs to track behaviors within and across platforms

Widgets for leaderboards, profiles, redemption

Admin console to easily optimize programs

Real time analytics to understand behaviors and results

Easy to deploy and manage in real-time

Secure & scalable to handle massive amounts of data

REST APIS

Engage Users AcrossPlatforms, Websites, and Devices.

Enterprise Apps Websites/Portals Social Platforms Devices

Bunchball Powers The Engaged Enterprise

NitroThe World’s Most Advanced

Gamification Engine

SparkSimple, Powerful,

Pre-Built Gamification Apps

FuseMotivate users across your enterprise apps

PROVENIMPLEMENTATION PROCESS

IMPLEMENTATION - EASY AS 1, 2, 3

Tag Actions Setup Logic Display Data

1 2 3

SPARK – 1 STEP IMPLEMENTATION

Tag Actions Setup Logic Display Data

1 2 3

SPARK – 1 STEP IMPLEMENTATION

Tag Actions Setup Logic Display Data

included 1 included

STEP 1: TAG ACTIONS

Similar to Tagging Activities for Google Analytics

With Spark, You Can Skip This Step

STEP 2: SETUP LOGIC

STEP 3: DISPLAY DATA

STEP 3: DISPLAY DATA

OnboardingEngagement Strategy &

Enablement

Solution Deployment

Post-launch Optimization &

Support

Ongoing Success Measurement,

Program Review, Optimization

Proven Process for Client Success

Digital Strategy Analytics Technical Support

Account ManagementYour partner throughout the planning, launch and post-launch cycle

Within 1 week of close:

Account Kick-off with Business Stakeholders

Establish Key Drivers of the Business/ Program

A 3 to 30 day cycle:

Engagement StrategyROI & KPIs

Measurement Plan & Scorecards

Deployment PlanAdmin Training

Technical Training

Customer Driven:

Technical SupportLaunch Planning

Pre-launchProgram Review

Fast Follow Post-launch:

Program Review & Success Measurement

Recommendations for Program Optimization

Demonstrate Efficacy

Technical Support

Ongoing:

Program Review & Success Measurement

Recommendations for Program Optimization

Demonstrate EfficacySocialize Success

July 19th

ACTION ITEMS

1. WRITE DOWN YOUR BUSINESS GOALS

“WE WANT TO DRIVE SALES THROUGH OUR CHANNEL PARTNERS”

NOT

“WE WANT LEADERBOARDS IN SALESFORCE”

2. WRITE DOWN THE ACTIVITIES THAT WOULD RESULT IN THESE GOALS

“SETUP MORE ONSITE MEETINGS”

“MAKE MORE COLD CALLS”

“PASS A QUIZ TO SHOW RETENTION”

3. IDENTIFY THE SYSTEMS WHERE THESE ACTIVITIES TAKE PLACE

A COMBINATION?

SALESFORCE.COM? LMS? JIVE?

INTRANET? EXPENSE SYSTEM? PUBLIC WEBSITE?

Questions?

Robert MullanySales Engineer

robert.mullany@bunchball.com@robertmullany

THANK YOU!

APPENDIX

Milestone 1 Milestone 2 Milestone 3 Milestone 4 Milestone 5 Milestone 6

Proven Process for Client Success

Strategy & Prep

Define & Plan Design Deploy Develop &

TestPre-Launch Checkpoint

Project Overview

Nitro Walkthrough

Goals & Objectives

Finalize Launch Components,

Tech Review and Analytics Requirements

Reward & Economy

Structure Feedback

Coordinate rewards with business requirements

Asset Creation and Notification Best Practices

Widget Integration

Final Tech Implementation

QA

Finalize Reporting Structure & Frequency.

Final QA

Day 1 Day 30

IBM CONNECTIONS

Level 1 Level 2 Level 3 Level 4

Upload a profile photo Invite someone to your network

Make 5 status updates in 5 days

Upload your first document

Follow a colleague Bookmark your favorite websites

Follow a blog Make your first blog post

Join a group Recommend a blog or wiki Comment on a blog post Create a community

Respond to a forum comment

Comment on someone’s status update

Follow a community

Update your status Add a widget Create an activity template

Make a wiki page Share a file Edit a wiki

Create an activity and assign a task

Tag a profile of someone you’ve met

Accept 10 invitations to join a network

Add a forum or wiki comments

Follow a particular person

By the time users have completed Level Up, they’ll have mastered over 27 key features in Connections

Gamification IS

A Powerful New Tool in the Retention Toolbox

Applying Game Mechanics to Non-Game Experiences

To Drive Sustainable Adoption, Usage & Behavior.

Any Behavior, Any Digital Experience.