business planning final project

★ 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.

Low Productivity

★ 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.

high Employee turnover

Current incentive programs are not effective at targeting this issue. They are short lived, have no connection to an agent’s scorecard, and are high maintenance.

53% of companies don’t even track spendings on incentive programs, not to mention ROI.

Incentive Programs

73% of customers at least once end their relationship with a company because of poor customer support.

This adds up to lost sales of $24.3 billion.

customers perspective

Integrating game dynamics into your site, service, community, content or campaign, in order to drive participation.

What is GAMIFICATION

Source: Socialcast 2011

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 create frictionless, social, customized and scalable employee experiences to facilitate superior customer support

through increased engagement.

John, Support Manager

Kate, Support Agent

Kate, Support AgentSam, Customer

Back to John!

Industry overview

2011 2012 2015

$2,500M

$1,000M

$100M

Gamification industry growth

Differentiation

Broad enterprise solutions Customer support specific

Customer Profiles

Small / $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%)

Financials

Find Technical Founder $100K from Founders

APRIL 2012

JULY 2012

Expand Dev. Team A: $350,000

OCTOBER 2012

Rollout to Test Group Final Beta

JANUARY 2013

Rollout Start Selling

VC: $1,000,000

JUNE 2013

Increase Staff

Add Sales x4

APRIL 2014

400 Customers

MARCH 2015

Cash Flow from Operations

Expenses

Breakeven Analysis

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 $212,500Sales $40,000Marketing $14,500Legal $3,900

VALUATION

Angel: $350,000 for 15%Angel round at 3 monthsTotal Valuation: 2.3M

VC Series A: $1M for 10.2%Series A at 15 monthsTotal Valuation: 8.8M

Sean Vrtacic, Head of Business DevelopmentPreviously:

• Commercial Mortgage Officer at Trez Capital

• VP Finance at UBC Commerce Undergraduate Society

• Web Design and Computer Science experience

Rob Harmer, CEOPreviously:

• Talent Development Coordinator at lululemon athletica

• Director at JDC West

• HR Director at UBC SLC

Raena Kai Fisher, Director of SalesPreviously:

• Associate at Business Consulting Group

• Intern at World Food Programme

• Intern at BC Hydro

Mike Abasov, Marketing DirectorPreviously:

• Marketing Ambassador at HootSuite

• Community Manager at uCoz

• CMO at EpicBets — “Best Presentation” at Startup Weekend Vancouver

?CTOExpert in:

• Ruby on Rails, SQL, Development Frameworks

• Building complex, scalable SaaS product

• Leading a team under Lean Startup / Agile Dev. Framework

with questions :)

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$80,000 + Small equity stake

Jr. Developer $60,000 + Small equity stake$60,000 + Small equity stake

Graphic Designer $50,000 + Small equity stake$50,000 + Small equity stake

Wage increase at 2 years 10%10%

Product Development Costs

Marketing Costs

Trade show costs $5,000 per showYear 1 $500 / month

Year 2 $1,000 / monthYear 3 $1,250 / month

Sales Costs

Business Development Co-founder: Sean Vrtacic

Equity only $35,000

Sales Co-founder: Raena Fisher Equity only $35,000

Sales Agent $60,000$60,000

Number of sales agents:Number of sales agents:Number of sales agents:Month 1-12 22Month 12-24 66Month 25-36 1212

Travel costs per sales month:Year 1 $2,500$2,500Year 2 $7,000$7,000Year 3 $10,000$10,000

Buffer $5,000$5,000

$0B

$5.75B

$11.5B

$17.25B

$23B

2011 2017

Revenues

16,000

16,500

17,000

17,500

18,000

2011 2017

Call Centres

0

121,000

242,000

363,000

484,000

2011 2017

Employees

25%

49%

26%Under 1818 to 49Over 50

Who gamers are

40%

60%

MaleFemale

“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

How gamification should be