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It’s Time for Engagement Scott Schnaars GM – EMEA @schnaars
70%
BADGEVILLE #1 Gamification & Behavior Management Platform
Award-Winning Technology!
Serving World-Class Brands Across 20+ Industries!
· One of the Fastest Growing SaaS Companies!· Founded in 2010!
· Offices in Redwood City, Austin, New York, London!
World-Class Team!
In Over 18+ Countries !
CUSTOMER SERVICE EXCELLENCE Improve customer service by making support functions engaging and rewarding…
40% Faster ticket
response time
B U S I N E S S P R O C E S S O P T I M I Z A T I O N
20% Fewer tickets filed
Reward collaborative behaviors and empower employees to share knowledge more openly
SOCIAL COLLABORATION
41% USER
CONSUMPTION
2/3 1/2 2/5 4/5 3/5
Points: 500 Rewards: 12
cglynch unlocked Transformer! 1 week ago
10% VISITS
21% USER
ACTIVITIES
C O L L A B O R A T I V E W O R K F O R C E
Maximize employee performance by encouraging new skills sets and completion of key programs
50% Faster Course
Completion
LEARNING & COMPLIANCE E M P L O Y E E P E R F O R M A N C E
Avoiding the Pitfalls Or ‘How Do I Sell This To My Boss?’
1. AVOID THE G-WORD Avoid gamification in front of the wrong audiences…
It’s about behavior management and
business results
EXAMPLE: EMC RAMP: Recognition, Awards and Motivation Program
2. IT’S ABOUT BEHAVIORS That we can motivate and influence to drive engagement
Log In
Share Comment Post
Status Message
Write Review
Reply to Discussion
Check in Document Check out
Document
Update Record
Convert Lead Create
Lead
Edit Wiki
Open Opportunity
Close a Deal
Close Support Ticket
File Support
Ticket Open
Support Ticket
Begin Certification
Finish Certification
$ Submit
Expense Report
$ Approve
Expenses
3. IT’S MORE THAN POINTS, BADGES AND LEADERBOARDS Tapping into the human psyche
I want to…
make progress
get recognized for my work
WIN! know how I
compare
4. IT’S ABOUT HARD BUSINESS VALUE Tie back to the ROI of the app in question…
20% Faster Ticket
Response
200% More
Reviews
63% of customers are more likely to purchase products
after reading a review
Resolving tickets on the same day reduces cost of services by 66%
Sources: iPerceptions and UK Customer Satisfaction Index
5. IT’S AN ENTERPRISE INVESTMENT Gamification must delight end users, but satisfy requirements
REQUIRED
Game Mechanics ✔
Portable Reputation Mechanics ✔
Social Mechanics ✔
Social Rewards ✔
REQUIRED
Private Cloud & Database ✔
Global Data Center ✔
Multi-tiered user access ✔
HARDENED SECURITY
ENTERPRISE SCALE REQUIRED
Enterprise Networks & Sites ✔
Advanced Metadata Support ✔
Private Customer Community ✔
FULL SUITE OF ENGAGEMENT MECHANICS
Where is it all going?
PORTABLE REPUTATION Across different applications and sites
Unified Engagement Layer
SCIAL
SCM BI
EXPENSE
CRM
ECN
ERP MDM
HRM
SOCIAL
COMMUNITIES
MARKETING AUTOMATION
UNIVERSAL PROFILES Rolling up behavior and achievements across sites and apps
BEHAVIOR DATA = BIG DATA Iterating with closed loop of engagement
Track & Analyze Behaviors
Export Data to Other Tools
• Traditional analytics, data warehouse, CRM, and BI
Design & Update Your Mechanics
• Game, Reputation, Social
Apply to Cloud User Experience YOUR
USER
GAMIFICATION WILL GET SMARTER Anticipating and guiding user behavior before it happens
IT’S ALL AROUND US
Thank you… Scott Schnaars GM EMEA [email protected] / @schnaars