Download - 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