29
GAMIFICATION OF SIEBEL A Thought Stream

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

Embed Size (px)

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_educ

Citation preview

Page 1: The Gamification of Siebel - Thought Stream (Six Part Series)

GAMIFICATION OF SIEBEL

A Thought Stream

Page 2: The Gamification of Siebel - Thought Stream (Six Part Series)

Player Score

Service Requests

Satisfaction Surveys

Assessments Unexpected Awards

Manager Awards

Peer Awards

Page 3: The Gamification of Siebel - Thought Stream (Six Part Series)

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

Page 4: The Gamification of Siebel - Thought Stream (Six Part Series)

SATISFACTION SURVEYS

• Compare initial customer survey with final satisfaction survey

• Formula adds extra points when level has improved by more than X points

Page 5: The Gamification of Siebel - Thought Stream (Six Part Series)

SATISFACTION SURVEYS

Page 6: The Gamification of Siebel - Thought Stream (Six Part Series)

SATISFACTION SURVEYS

Page 7: The Gamification of Siebel - Thought Stream (Six Part Series)

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

Page 8: The Gamification of Siebel - Thought Stream (Six Part Series)

ASSESSMENTS

Page 9: The Gamification of Siebel - Thought Stream (Six Part Series)

ASSESSMENTS

Page 10: The Gamification of Siebel - Thought Stream (Six Part Series)

SENTIMENT AWARDS

Page 11: The Gamification of Siebel - Thought Stream (Six Part Series)

SENTIMENT AWARDS

• Add Points based on changes in Sentiment of Customer Social Media Posts– Buzzient Social CRM integration– Buzzient Social API in Workflow Process

Page 12: The Gamification of Siebel - Thought Stream (Six Part Series)

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

Page 13: The Gamification of Siebel - Thought Stream (Six Part Series)

MANAGER AWARDS

• Manager can award points at his / her discretion– Player is advised via Universal Inbox

Page 14: The Gamification of Siebel - Thought Stream (Six Part Series)

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

Page 15: The Gamification of Siebel - Thought Stream (Six Part Series)

SEE MY STATUS

• Home page shows– My points– My badges

• Inbox shows– Badge notifications– Manager Points Awards– Peer Points Awards

Page 16: The Gamification of Siebel - Thought Stream (Six Part Series)

HOMEPAGE

Page 17: The Gamification of Siebel - Thought Stream (Six Part Series)

PERSONALIZATION

Page 18: The Gamification of Siebel - Thought Stream (Six Part Series)

POINTS IN YOUR INBOX

Page 19: The Gamification of Siebel - Thought Stream (Six Part Series)

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

Page 20: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGES AS PRODUCTS

Page 21: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGES AS PRODUCTS

Page 22: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGES AS PRODUCTS

Product Images and Thumbnails

Page 23: The Gamification of Siebel - Thought Stream (Six Part Series)

CATALOG AND CATEGORY

Badges as Products organized into Catalog and Categories

Page 24: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGE ASSETSAsset assigned to a Contact

Page 25: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGE ASSETS

Page 26: The Gamification of Siebel - Thought Stream (Six Part Series)

BADGES IN YOUR INBOX

Page 27: The Gamification of Siebel - Thought Stream (Six Part Series)

APPROVALS

Could also leverage Order Approval, Universal Inbox and Workflows

Page 28: The Gamification of Siebel - Thought Stream (Six Part Series)

LEADER BOARD

• The leader board is a BI Publisher Report or List Applet that has been customized

Page 29: The Gamification of Siebel - Thought Stream (Six Part Series)

LEADERBOARD