The Gamification of Siebel - Thought Stream (Six Part Series)

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