Low Productivity★   Employees spend an average of 1.86 hours per eight-hour    workday on something other than their jobs,...
high Employee turnover★    Average support agent turnover rate is 33% per year.★    Replacing one agent costs $15,000.★   ...
Incentive ProgramsCurrent incentive programs are not effective at targetingthis issue. They are short lived, have no conne...
customers perspective73% of customers at least once end their relationshipwith a company because of poor customer support....
What is GAMIFICATION        Integrating game dynamics into your        site, service, community, content or        campaig...
Source: Socialcast 2011
Gamification of Call Centres★   Dr. Brooks Mitchell found that using games lead to a 34% increase in call quality &    11%...
Gamification platform that allows companies to createfrictionless, social, customized and scalable employee experiences to ...
John, Support Manager
Kate, Support Agent
Sam, Customer   Kate, Support Agent
Back to John!
Industry overview
Gamification industry growth                      $2,500M            $1,000M    $100M     2011    2012      2015
DifferentiationBroad enterprise solutions   Customer support specific
Customer ProfilesSmall / $25★ 10 agents★ Tech-savvy, flexible, $-sensitive★ Lower retention (60%)Medium / $30★ 60 agents★ M...
Financials
APRIL 2012Find Technical Founder                  $100K from Founders                           JULY 2012  Expand Dev. Tea...
Cash Flow from Operations
Expenses
Breakeven Analysis
SOURCES AND USES OF CASH in         year one    Sources of Revenue                       Family & Friends                $...
VALUATION Angel: $350,000 for 15% Angel round at 3 months  Total Valuation: 2.3MVC Series A: $1M for 10.2%  Series A at 15...
Rob Harmer, CEOPreviously:• Talent Development Coordinator at lululemon athletica• Director at JDC West• HR Director at UB...
Mike Abasov, Marketing Director    Previously:    • Marketing Ambassador at HootSuite    • Community Manager at uCoz    • ...
with questions :)
Product Development Costs  CEO: Rob Harmer            Equity only              $35,000  CMO: Mike Abasov           Equity ...
Marketing CostsTrade show costs   $5,000 per showYear 1                $500 / monthYear 2              $1,000 / monthYear ...
Sales CostsBusiness Development Co-founder:   Equity only   $35,000Sean VrtacicSales Co-founder: Raena Fisher     Equity o...
18,000                   484,00017,500                   363,00017,000                   242,00016,500                   1...
Who gamers are 25%         26%                    Under 18                    18 to 49                    Over 50       49...
How gamification should be      “The vast majority of [the next generation of workers] have      grown up with game dynami...
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Business Planning Final Project
Upcoming SlideShare
Loading in …5
×

Business Planning Final Project

904
-1

Published on

I made this slide deck (and website mockups) for my teams business planning project at UBC. I think we nailed it :)

Published in: Business, Health & Medicine
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
904
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
11
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Business Planning Final Project

  1. 1. Low Productivity★ Employees spend an average of 1.86 hours per eight-hour workday on something other than their jobs, not including lunch and scheduled breaks.★ Employee time-wasting costs for U.S. employers is an estimated $2.4 billion in lost productivity each year.
  2. 2. high Employee turnover★ Average support agent turnover rate is 33% per year.★ Replacing one agent costs $15,000.★ However, that number can jump to $52,000, hiring costs, training costs, and management time are factored into the equation.
  3. 3. Incentive ProgramsCurrent incentive programs are not effective at targetingthis issue. They are short lived, have no connection to anagent’s scorecard, and are high maintenance.53% of companies don’t even track spendings onincentive programs, not to mention ROI.
  4. 4. customers perspective73% of customers at least once end their relationshipwith a company because of poor customer support.This adds up to lost sales of $24.3 billion.
  5. 5. What is GAMIFICATION Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation.
  6. 6. Source: Socialcast 2011
  7. 7. Gamification of Call Centres★ Dr. Brooks Mitchell found that using games lead to a 34% increase in call quality & 11% in average handle time.★ The research has shown that the results are sustainable & scalable.★ Implemented gamification for 20,000 virtual call centre agents.★ Resulted in a 15% decrease in average call time and an 8–12% increase in sales.
  8. 8. Gamification platform that allows companies to createfrictionless, social, customized and scalable employee experiences to facilitate superior customer support through increased engagement.
  9. 9. John, Support Manager
  10. 10. Kate, Support Agent
  11. 11. Sam, Customer Kate, Support Agent
  12. 12. Back to John!
  13. 13. Industry overview
  14. 14. Gamification industry growth $2,500M $1,000M $100M 2011 2012 2015
  15. 15. DifferentiationBroad enterprise solutions Customer support specific
  16. 16. Customer ProfilesSmall / $25★ 10 agents★ Tech-savvy, flexible, $-sensitive★ Lower retention (60%)Medium / $30★ 60 agents★ More systematic approach★ Moderate retention (75%)Large / $35★ 150 agents★ Custom solutions★ High retention (90%)
  17. 17. Financials
  18. 18. APRIL 2012Find Technical Founder $100K from Founders JULY 2012 Expand Dev. Team A: $350,000 OCTOBER 2012 Rollout to Test Group Final Beta JANUARY 2013 Rollout Start Selling JUNE 2013 Increase Staff VC: $1,000,000 APRIL 2014 Add Sales x4 MARCH 2015 400 Customers
  19. 19. Cash Flow from Operations
  20. 20. Expenses
  21. 21. Breakeven Analysis
  22. 22. SOURCES AND USES OF CASH in year one Sources of Revenue   Family & Friends $100,000 Angel Financing $350,000 Sales 0     Cost of Revenue   Development Team Salaries $212,500 Sales $40,000 Marketing $14,500 Legal $3,900
  23. 23. VALUATION Angel: $350,000 for 15% Angel round at 3 months Total Valuation: 2.3MVC Series A: $1M for 10.2% Series A at 15 months Total Valuation: 8.8M
  24. 24. Rob Harmer, CEOPreviously:• Talent Development Coordinator at lululemon athletica• Director at JDC West• HR Director at UBC SLCRaena Kai Fisher, Director of SalesPreviously:• Associate at Business Consulting Group• Intern at World Food Programme• Intern at BC HydroSean Vrtacic, Head of Business DevelopmentPreviously:• Commercial Mortgage Officer at Trez Capital• VP Finance at UBC Commerce Undergraduate Society• Web Design and Computer Science experience
  25. 25. Mike Abasov, Marketing Director Previously: • Marketing Ambassador at HootSuite • Community Manager at uCoz • CMO at EpicBets — “Best Presentation” at Startup Weekend Vancouver CTO? Expert in: • Ruby on Rails, SQL, Development Frameworks • Building complex, scalable SaaS product • Leading a team under Lean Startup / Agile Dev. Framework
  26. 26. with questions :)
  27. 27. Product Development Costs CEO: Rob Harmer Equity only $35,000 CMO: Mike Abasov Equity only $35,000 CTO Equity only $35,000 Sr. Developer $80,000 + Small equity stake Jr. Developer $60,000 + Small equity stake Graphic Designer $50,000 + Small equity stake Wage increase at 2 years 10%
  28. 28. Marketing CostsTrade show costs $5,000 per showYear 1 $500 / monthYear 2 $1,000 / monthYear 3 $1,250 / month
  29. 29. Sales CostsBusiness Development Co-founder: Equity only $35,000Sean VrtacicSales Co-founder: Raena Fisher Equity only $35,000Sales Agent $60,000Number of sales agents:Month 1-12 2Month 12-24 6Month 25-36 12Travel costs per sales month:Year 1 $2,500Year 2 $7,000Year 3 $10,000Buffer $5,000
  30. 30. 18,000 484,00017,500 363,00017,000 242,00016,500 121,00016,000 0 2011 2017 2011 2017 $23B Call Centres$17.25B Employees $11.5B Revenues $5.75B $0B 2011 2017
  31. 31. Who gamers are 25% 26% Under 18 18 to 49 Over 50 49%40% Male Female 60%
  32. 32. How gamification should be “The vast majority of [the next generation of workers] have grown up with game dynamics and expect them, consciously or not, in the workplace. For gamification to be successful in the workplace, it needs to be frictionless, social and real-time. Rewards must be tied to the successful completion of tasks, which can vary in difficulty, not just output.” — Carolyn, Director of Digital Innovation, lululemon athletica

×