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Robert Mullany - "Turning Concept Into Reality"

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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
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  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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