the gamification of siebel - thought stream (six part series)
DESCRIPTION
Further posts about the Gamification of Siebel : Part 1 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel/ Part 2 http://ondemand-education.com/corp/index.php/gamification-of-siebel-part-two/ Part 3 http://ondemand-education.com/corp/index.php/gamification-of-siebel-part-three/ Part 4 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel-part-four/ Part 5 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel-part-five/ Part 6 http://ondemand-education.com/corp/index.php/gamification-siebel-part-six/ From On Demand Education Ltd (Siebel Enterprise, Oracle CRM On Demand, Buzzient Social CRM) http://www.ondemand-education.com @ondemand_educTRANSCRIPT
GAMIFICATION OF SIEBEL
A Thought Stream
Player Score
Service Requests
Satisfaction Surveys
Assessments Unexpected Awards
Manager Awards
Peer Awards
SERVICE REQUESTS
• Closure of a Service Request– Points awarded– Total Number of Service Requests closed per
month counts towards Badge Series #1 (Bronze/ Silver / Gold Warrior)
– When closed, check for Satisfaction Surveys.• If not present, half points• If both are present, full points• If satisfaction > 90%, multiplier * 2
SATISFACTION SURVEYS
• Compare initial customer survey with final satisfaction survey
• Formula adds extra points when level has improved by more than X points
SATISFACTION SURVEYS
SATISFACTION SURVEYS
ASSESSMENTS
• Player must complete assessment of Service Request before the Status reaches Waiting on Customer
• Failure will show up on leaderboard• Success will count to leaderboard• 100% per cent record per week will lead to
Badge Series #2 Assessment Wizard
ASSESSMENTS
ASSESSMENTS
SENTIMENT AWARDS
SENTIMENT AWARDS
• Add Points based on changes in Sentiment of Customer Social Media Posts– Buzzient Social CRM integration– Buzzient Social API in Workflow Process
UNEXPECTED AWARDS
• Administrator can introduce temporary rules to generate new play– Unexpected awards can be • Multiplier of points for a duration• Random points additions• Manual Badge Allocation
– Run Time Events triggering Attribute Set (Increment) or Workflow to Increment Points
MANAGER AWARDS
• Manager can award points at his / her discretion– Player is advised via Universal Inbox
PEER AWARDS
• When Service Request is closed, all owners (Audit of Owner) will be advised they can boost a colleagues points by requesting a Peer Award
• Managed via Universal Inbox
SEE MY STATUS
• Home page shows– My points– My badges
• Inbox shows– Badge notifications– Manager Points Awards– Peer Points Awards
HOMEPAGE
PERSONALIZATION
POINTS IN YOUR INBOX
POINTS AND BADGES THOUGHTS
• Points as part of Personalization Profile?• Badges might be Products in a Catalog and
“won” as Assets assigned to a Contact• Possibility to use Order Approvals, Asset
Management
BADGES AS PRODUCTS
BADGES AS PRODUCTS
BADGES AS PRODUCTS
Product Images and Thumbnails
CATALOG AND CATEGORY
Badges as Products organized into Catalog and Categories
BADGE ASSETSAsset assigned to a Contact
BADGE ASSETS
BADGES IN YOUR INBOX
APPROVALS
Could also leverage Order Approval, Universal Inbox and Workflows
LEADER BOARD
• The leader board is a BI Publisher Report or List Applet that has been customized
LEADERBOARD