PowerPoint Presentation

Be proactive! How gamification can transform business goals into engaging and fun social sharing Thomas Zeihlund Commercial CFO for Global Operations, ISSHR Tech, LondonMarch 2016

Presented by Thomas Zeihlund1

ISS is a leading global provider of facility services, offering services on an international scale

Low wage jobsWe have a change in staff of 20-40% a yearLow prestige jobsWorking at odd hoursAt customers places - physically dividedNot skilled in writingMay not speak the same language

Who is ISS and what are our challenges?

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Short introduction (HR tech like to avoid company introductions): We are 510,000 colleagues in 53 countries (early in Asia)We clean an area the size of Belgium80bn revenue, but only 5.6% marginWe have 170 different services on schools, banks, nuclear plants, LHC and Eiffel tower

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So what is the CFO doing at a HR tech conference?

So what is a CFO doing at a HR tech conference? Say some few (fun) words about the picture. Eg: dry numbers (CFO) vs. the more soft HRQuickly move on to next slide addressing the key challenge. 3

How do you create behaviour change for 510,000 employees?

NEW BEHAVIOUR:More employees are motivated to identify improvements and being pro-active= Improved sales / Higher revenue

OLD BEHAVIOUR:Little focus on identifying improvements

SO WHAT IS A CFO DOING AT A HR CONFERENCE?

You see, we had a key challenge in motivating our employees in identifying Above Base sales. We wanted our employees to adapt a New behaviour which will result in improved sales / high revenue.This behavior is focused around employees being proactive.

Pro-activity = premium servicePro-activity difficult to incentivizeMicro behavior = Business case

Meet Share@ISSEngaging tool for frontliners to report opportunitiesDrive Above Base salesConnecting employees in a fun and engaging way

CONNECTED PHONE TO PRESENTATION. This is Share@ISS! Its basically an app, that makes it easy and fun share potential improvements with your colleagues and manager.It connects and motivates employees in a fun way

Show 3 steps: 1) Take a picture of the crowd.2) Write #sharingISS3) Share picture. 4) Show trophyroom/leaderboard. (the leaderboard might be the best idea because it shows different people around the world using share. 5) Come back to this slide and start telling the rest

Outside work people get off the sofa to battle their friends on fitness apps, and Facebook is approaching 1.5 billion monthly active users so why shouldnt a traditional company like ISS seize the opportunity in integrating these proven motivational formats if they can go hand-in-hand with the core of the business? and drives above base sales on accounts already using itBefore the development we worked closely with our friends at Orchard around a quite an intensive investigation period to make sure that the final product would appeal to not only our scandinavian ways of doing things, but would also work on our accounts around the world. During the development, the conceptual focus was on gamifying and incentivizing the various steps in the work process. So naturally, in the app you gain points by sharing an idea, points when the manager registers the idea and even more points if the idea is carried out. The UX was reworked in an effort to master the balance of being a useful work tool in itself, where you could share an idea in no time but also have a gamification side to it that wouldnt disturb those who just wanted to use it for quick and easy reporting. The core of providing premium service = being proactive, we have to stay ahead of our clients and suggest improvements (= Happy clients AND essential for our business/A.B.)We asked ourselves: how can we get EVERYONE to be more pro-active in reporting ideas for improvements and strengthen our A.B. pipeline?

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Meet Share@ISSEngaging tool for frontliners to report opportunitiesDrive Above Base salesConnecting employees in a fun and engaging way

CONNECTED PHONE TO PRESENTATION. This is Share@ISS! Its basically an app, that makes it easy and fun share potential improvements with your colleagues and manager.It connects and motivates employees in a fun way

Show 3 steps: 1) Take a picture of the crowd.2) Write #sharingISS3) Share picture. 4) Show trophyroom/leaderboard. (the leaderboard might be the best idea because it shows different people around the world using share. 5) Come back to this slide and start telling the rest

Outside work people get off the sofa to battle their friends on fitness apps, and Facebook is approaching 1.5 billion monthly active users so why shouldnt a traditional company like ISS seize the opportunity in integrating these proven motivational formats if they can go hand-in-hand with the core of the business? and drives above base sales on accounts already using itBefore the development we worked closely with our friends at Orchard around a quite an intensive investigation period to make sure that the final product would appeal to not only our scandinavian ways of doing things, but would also work on our accounts around the world. During the development, the conceptual focus was on gamifying and incentivizing the various steps in the work process. So naturally, in the app you gain points by sharing an idea, points when the manager registers the idea and even more points if the idea is carried out. The UX was reworked in an effort to master the balance of being a useful work tool in itself, where you could share an idea in no time but also have a gamification side to it that wouldnt disturb those who just wanted to use it for quick and easy reporting. The core of providing premium service = being proactive, we have to stay ahead of our clients and suggest improvements (= Happy clients AND essential for our business/A.B.)We asked ourselves: how can we get EVERYONE to be more pro-active in reporting ideas for improvements and strengthen our A.B. pipeline?

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TODAYFew are engaged in reporting ideas for improvementsReporting is a 1-1 communication = no knowledge sharing, inefficient team communication and little peer recognitionRandom reporting on written notes, sms, phone calls ect., no data storage and inefficiency in information getting lost

Engaged and proactive employees

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ideaWITH SHARE@ISSAll engaged in reporting ideas for improvementsReporting is a social activity = knowledge sharing, efficient team communication and peer recognition causing motivation to reportReporting is streamlined and data is stored

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The basic workprocess around reporting gets modernised with Share@ISSWorkflows are easier and the sharing is more intuitive. 7

Proof is in the puddingWe have doubled engagement level where users depicted the desired behaviourWe get fewer reactive calls = happier clientsYear 1 ROI: $193.150Commercial culture gets boostedEmployees use the platform to share knowledgeGamification has proven to motivate and it helps learning about service areas through its game missions"We have more employees sharing with the app than before the app. The feedback from my colleagues is good. They benefit from seeing what their colleagues are sharing." "Bringing Share@ISS to our account has played an essential part in getting everyone to actively engage in a pro-active commercial culture. We've seen a significant increase in opportunities being reported since we started using Share@ISS and our client is now more satisfied with our service and pro-activeness

Numbers from the Danish Defense accountTHIS SLIDE IS ANIMATED ONE BULLET AT A TIME!Go through each bullet (they will appear one by one)Communicating business goals of proactiveness through share being proactive instead of always reactive. This is something that is also seen on accounts across the US that they are using Share as a tool to increase the customer experience, and therefore Share can also be seen as a way to communicate strategy in a way that everyone the touch points on the GoDaddy account.It offers a way to communicate business goals around proactiveness and increased sales, not through traditional management push, but as a pull from the employees - making it fun to do something that can otherwise be tedious. 8

Thank you for your time!Thomas Zeihlund Commercial CFO for Global Operations, ISSHR Tech, LondonMarch 2016

Presented by Thomas Zeihlund9