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TURNING CONCEPT INTO REALITYHow to make game mechanics work for your organizationRobert MullanySales Engineerrobert.mullan...
NOEXCUSES
July19 th
Engaging Customers   Engaging Employees
“For anticipating thegamification explosionbefore anyone knew whatgamification was.”
We’re First So Our Customers Can Be First.                    Gamification platform                    Commercial deployme...
The Problem       Businesses are Struggling to make their Customers,           Partners & Employees more Active & Loyal   ...
The Opportunity in Enterprise Software      Cloud           Applications     Consumerization of ITSaaS means vendors     E...
Our Vision: The Engaged Enterprise Active & Loyal Customers, Employees & Partners                                      EMP...
DRIVE EMPLOYEE ENGAGEMENTLiveOps – My Work Community
Goal: Improve Training &Performance of20,000Distributed Call Center Agents
80% adoption in first weekReduced onboarding: 4 weeks -> 14 hoursTrained agents outperformed peers:    +23% in call handle...
Learning is Back in Style:             Increased and Sustained Engagement                                                 ...
SPARK SALES FORSALESFORCE.COM
19
20
21
22
23
24
25
26
Goal: Increase brandawareness by encouragingteam members to becomemore active on social media
pinterest.com/bluewolflikes/goingsocial
Goal: Create a single socialnetwork across Toyota globallyusing Salesforce.com Chatter
POWERFUL TECHNOLOGY
While the concepts are simple, powerful technology is    needed to implement gamification programs                     Rul...
Engage Users Across       Platforms, Websites, and Devices.                               REST                            ...
Bunchball            Powers The Engaged Enterprise        Nitro                       Spark                       FuseThe ...
PROVENIMPLEMENTATION PROCESS
IMPLEMENTATION - EASY AS 1, 2, 3   1             2             3Tag Actions   Setup Logic   Display Data
SPARK – 1 STEP IMPLEMENTATION   1             2             3Tag Actions   Setup Logic   Display Data
SPARK – 1 STEP IMPLEMENTATIONincluded         1          includedTag Actions   Setup Logic   Display Data
STEP 1: TAG ACTIONS Similar to Tagging Activities for        Google AnalyticsWith Spark, You Can Skip This Step
STEP 2: SETUP LOGIC
STEP 3: DISPLAY DATA
STEP 3: DISPLAY DATA
Proven Process for Client Success      Digital Strategy                                 Analytics                         ...
July19 th
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
“MAKE MORE COLD CALLS” “SETUP MORE ONSITE MEETINGS”“PASS A QUIZ TO SHOW RETENTION”
3. IDENTIFY THE SYSTEMS WHERE THESE        ACTIVITIES TAKE PLACE
SALESFORCE.COM?      LMS?      JIVE?   INTRANET?EXPENSE SYSTEM? PUBLIC WEBSITE?A COMBINATION?
Questions?
THANK YOU!        Robert Mullany        Sales Engineerrobert.mullany@bunchball.com       @robertmullany
APPENDIX
Proven Process for Client Success Day 1                                                                                   ...
IBM CONNECTIONS
By the time users have completed Level Up, they’ll have       mastered over 27 key features in Connections         Level 1...
Gamification                   IS A Powerful New Tool in the Retention Toolbox           Applying Game Mechanics          ...
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
Robert Mullany - "Turning Concept Into Reality"
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Robert Mullany - "Turning Concept Into Reality"

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  • And that’s what Bunchball does: we make it easy for any business to use game mechanics to increase engagement and loyalty. That’s what we do.
  • And that’s what Bunchball does: we make it easy for any business to use game mechanics to increase engagement and loyalty. That’s what we do.
  • We have a great customer list – companies big and small, across a range of verticals including media, social networking, sales incentives, brand advertisers and more.
  • Businesses are struggling to make their constituents more active and loyalCUSTOMERS:The distraction economy is making it harder to keep your customer’s attentionCustomers expect more engaging experiences across all touchpointsLow switching costs makes it easy for customers to give their business to competitorsPARTNERS:Partners challenged with mastering increasingly more complex products and servicesMore businesses leveraging partners for distribution, increasing the competition for attention.Partners required to use multiple systems to learn products and log business.EMPLOYEES: Employees are increasingly disengaged from their work, costing companies billions per year in lost productivityToday’s workforce expects real-time feedback and visibility into career paths, which is hard to scaleEmployees want their work software to be like consumer software
  • This last move also uncovered the massive opportunity for us in Enterprise Software. CLOUD: The business model shift to SaaS/Cloud means that vendors need to re-earn the business every year. And that only happens if end users adopt and are effectively utilizing the software. If users don't adopt, the vendor and the buyer both lose. Software vendors know how to build software, but they don't know how to motivate people to use it. APPLICATIONS: By building packaged solutions on top of each of these platforms, we have products that can be sold, purchased and installed quickly. And that engine is already in motion with our Spark product line. CIT: The Consumerization of IT is driving employees to demand better software experiences in the enterpriseSo we're now working to cover all the verticals with the top 1-2 players in each of the main enterprise software verticals: SFA, CRM, HMS, LMS, Collaboration, etc. 
  • Based on our 5 years of experience at doing this, we’ve refinedour vision for the future of business, and it’s what we call The Engaged Enterprise. What makes it possible is companies leveraging their user activity data and our products to create active and loyal Customers, Partners, and Employees. This actually maps to our customer history really nicely.
  • Thanks for seeing us today. We’re here to discuss how businesses like yours can use game mechanics to increase user engagement and loyalty.
  • And it works across platforms, websites and devices.
  • And that’s what Bunchball does: we make it easy for any business to use game mechanics to increase engagement and loyalty. That’s what we do.
  • Just a friendly “thanks for the opportunity to earn your business.”
  • The above illustrates the process Bunchball employs from project kickoff to launch. The framework is intended to maximize learning and ensure appropriate stakeholders are involved at the right times. Milestones are flexible and can be tailored to business needs and project complexity.
  • Transcript of "Robert Mullany - "Turning Concept Into Reality""

    1. 1. TURNING CONCEPT INTO REALITYHow to make game mechanics work for your organizationRobert MullanySales Engineerrobert.mullany@bunchball.com@robertmullany
    2. 2. NOEXCUSES
    3. 3. July19 th
    4. 4. Engaging Customers Engaging Employees
    5. 5. “For anticipating thegamification explosionbefore anyone knew whatgamification was.”
    6. 6. 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
    7. 7. The Problem Businesses are Struggling to make their Customers, Partners & Employees more Active & Loyal Declining engagement and EMPLOYEES satisfaction CUSTOMERS BUSINESSFighting for attention, participation and loyalty Increasing competition for partner attention and sales PARTNERS
    8. 8. The Opportunity in Enterprise Software Cloud Applications Consumerization of ITSaaS means vendors Easy to buy Employees demanding need to re-earn Easy to sell consumer experiencesbusiness every year Easy to deploy in the enterprise
    9. 9. Our Vision: The Engaged Enterprise Active & Loyal Customers, Employees & Partners EMPLOYEES CUSTOMERS BUSINESS PARTNERS
    10. 10. DRIVE EMPLOYEE ENGAGEMENTLiveOps – My Work Community
    11. 11. Goal: Improve Training &Performance of20,000Distributed Call Center Agents
    12. 12. 80% adoption in first weekReduced onboarding: 4 weeks -> 14 hoursTrained agents outperformed peers: +23% in call handle time +9% in cust. sat2011 CLO Excellence in Social Learning Award
    13. 13. Learning is Back in Style: Increased and Sustained Engagement Actions per User 19.1Objective: 12.7Increase effectiveness of online university ineducating independent stylists on an ever-changing product catalog Pre-Gamification Post-GamificationResults:This customer saw a 50% increase in activity 64%per user once game mechanics were added toits education platform Retained AudienceRetention of users improved over 300% 19% Pre-Gamification Post-Gamification 17
    14. 14. SPARK SALES FORSALESFORCE.COM
    15. 15. 19
    16. 16. 20
    17. 17. 21
    18. 18. 22
    19. 19. 23
    20. 20. 24
    21. 21. 25
    22. 22. 26
    23. 23. Goal: Increase brandawareness by encouragingteam members to becomemore active on social media
    24. 24. pinterest.com/bluewolflikes/goingsocial
    25. 25. Goal: Create a single socialnetwork across Toyota globallyusing Salesforce.com Chatter
    26. 26. POWERFUL TECHNOLOGY
    27. 27. 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
    28. 28. Engage Users Across Platforms, Websites, and Devices. REST APISEnterprise Apps Websites/Portals Social Platforms Devices
    29. 29. Bunchball Powers The Engaged Enterprise Nitro Spark FuseThe World’s Most Advanced Simple, Powerful, Motivate users across Gamification Engine Pre-Built Gamification Apps your enterprise apps
    30. 30. PROVENIMPLEMENTATION PROCESS
    31. 31. IMPLEMENTATION - EASY AS 1, 2, 3 1 2 3Tag Actions Setup Logic Display Data
    32. 32. SPARK – 1 STEP IMPLEMENTATION 1 2 3Tag Actions Setup Logic Display Data
    33. 33. SPARK – 1 STEP IMPLEMENTATIONincluded 1 includedTag Actions Setup Logic Display Data
    34. 34. STEP 1: TAG ACTIONS Similar to Tagging Activities for Google AnalyticsWith Spark, You Can Skip This Step
    35. 35. STEP 2: SETUP LOGIC
    36. 36. STEP 3: DISPLAY DATA
    37. 37. STEP 3: DISPLAY DATA
    38. 38. Proven Process for Client Success Digital Strategy Analytics Technical Support Account Management Your partner throughout the planning, launch and post-launch cycle Ongoing Success Engagement Post-launch Measurement, P Solution Onboarding Strategy & Optimization & rogram Deployment Enablement Support Review, Optimiz ationWithin 1 week of close: A 3 to 30 day cycle: Customer Driven: Fast Follow Post-launch: Ongoing:Account Kick-off with Engagement Strategy Technical Support Program Review & Program Review &Business Stakeholders ROI & KPIs Launch Planning Success Measurement Success MeasurementEstablish Key Drivers of Measurement Plan & Pre-launch Recommendations for Recommendations forthe Business/ Program Scorecards Program Review Program Optimization Program Optimization Deployment Plan Demonstrate Efficacy Demonstrate Efficacy Admin Training Socialize Success Technical Support Technical Training
    39. 39. July19 th
    40. 40. ACTION ITEMS
    41. 41. 1. WRITE DOWN YOUR BUSINESS GOALS
    42. 42. “WE WANT TO DRIVE SALES THROUGH OUR CHANNEL PARTNERS” NOT“WE WANT LEADERBOARDS IN SALESFORCE”
    43. 43. 2. WRITE DOWN THE ACTIVITIES THAT WOULD RESULT IN THESE GOALS
    44. 44. “MAKE MORE COLD CALLS” “SETUP MORE ONSITE MEETINGS”“PASS A QUIZ TO SHOW RETENTION”
    45. 45. 3. IDENTIFY THE SYSTEMS WHERE THESE ACTIVITIES TAKE PLACE
    46. 46. SALESFORCE.COM? LMS? JIVE? INTRANET?EXPENSE SYSTEM? PUBLIC WEBSITE?A COMBINATION?
    47. 47. Questions?
    48. 48. THANK YOU! Robert Mullany Sales Engineerrobert.mullany@bunchball.com @robertmullany
    49. 49. APPENDIX
    50. 50. Proven Process for Client Success Day 1 Day 30 Milestone 1 Milestone 2 Milestone 3 Milestone 4 Milestone 5 Milestone 6 Strategy & Define & Develop & Pre-Launch Design Deploy Prep Plan Test CheckpointProject Overview Finalize Launch Reward & Economy Asset Creation and Final Tech Finalize Reporting Components, Notification Best Implementation Structure &Nitro Walkthrough Structure Feedback Practices Frequency. Tech Review and QAGoals & Objectives Analytics Coordinate rewards Widget Integration Final QA Requirements with business requirements
    51. 51. IBM CONNECTIONS
    52. 52. By the time users have completed Level Up, they’ll have mastered over 27 key features in Connections Level 1 Level 2 Level 3 Level 4Upload a profile photo Invite someone to your Make 5 status updates in 5 Upload your first document network daysFollow a colleague Bookmark your favorite Follow a blog Make your first blog post websitesJoin a group Recommend a blog or wiki Comment on a blog post Create a community Respond to a forum Comment on someone’s Follow a community comment status update Update your status Add a widget Create an activity template Make a wiki page Share a file Edit a wiki Create an activity and Tag a profile of someone Accept 10 invitations to join assign a task you’ve met a network Add a forum or wiki comments Follow a particular person
    53. 53. Gamification IS A Powerful New Tool in the Retention Toolbox Applying Game Mechanics to Non-Game ExperiencesTo Drive Sustainable Adoption, Usage & Behavior. Any Behavior, Any Digital Experience.
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