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.
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.
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.
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.
What is GAMIFICATION Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation.
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.
Gamiﬁcation platform that allows companies to createfrictionless, social, customized and scalable employee experiences to facilitate superior customer support through increased engagement.
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
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
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
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
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
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%
Marketing CostsTrade show costs $5,000 per showYear 1 $500 / monthYear 2 $1,000 / monthYear 3 $1,250 / month
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
Who gamers are 25% 26% Under 18 18 to 49 Over 50 49%40% Male Female 60%
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