good afternoon everybody uh james devine here we'll get started in just a minute there's still a few people getting signed in please bear with us for about another 30 to 45 seconds and we'll get started seeing some familiar names signed in it's always good to see people we've worked with in the past hope everybody's having a good day just a few more seconds and we'll get started just now the top of the hour all right well let's go ahead and start there's still people shuffling in the back of the room hopefully they won't be too noisy in this virtual world we live in now uh good afternoon everybody my name is james devine and you are attending the agent productivity using gamification presentation put on by kovestink we're going to talk today about an application that we've created uh that is uh it's more than just an application it's it's a different dynamic and how to work with your support agents and we'll get into the specifics in just a little bit but let me first do some introductions oh well more importantly than that just by attending today you are all automatically entered into a drawing to win a 250 amazon gift card i believe that drawing will take place sometime after the the webinar is finished so just by being on and listening right now you're automatically entered so good luck to everybody for that we will certainly let you know if you are the grand prize winner a little bit about me my name is james devine as i said i am the director of our customer service management practice here at cadestic i've actually been with povestic for about seven years but i've been implementing servicenow for 11 years um i've i've done almost everything in the platform from being a technical consultant to a developer i've worked with discovery platform i've worked with itsm but i've really spent the past six years uh very heavily focused on customer service management i was very fortunate to be involved with one of the first major rollouts of csm the epicore project which there's plenty of literature out online if you would like to see any case studies or successes that came out of that it was a big win for everybody involved a lot of blood sweat and tears but it was a great great use case and they've reaped a lot of benefits and we've taken what we've learned from that and applied that to other companies since then i think room up to about 16 csm implementations at this point even though that is my focus area what we're talking about today uh while it was initially built for uh csm customer service agents it can be used across the platform so we'll talk a little bit about that um yeah so my role now is i still am active as an architect but i also oversee and help build the practice focused on csm and i'm a bit of a csm evangelist so anybody wants to just talk more about customer service management feel free to ping me i'm always up for that cavastic the uh the sponsor is here um commvestic is a uh elite services partner of servicenow founded back in 2001 about 250 people strong not all of that is dedicated to servicenow but servicenow is the only platform that we work with um we don't uh we aren't an implementation company for anybody else we do have some other managed services and devops uh operations as well but as far as implementations we focus just on on service now we are entirely north american-based we don't have any offshore resources we keep everything local we've got over 200 implementation projects on servicenow under our belt in the past 10 years or so average csat is usually around 9.6 9.7 they've since changed the number scale to be on a one to five so it throws it off a little bit but that's typically where we are and one of my favorite things about working here and the way that we do things is that number that you see all the way to the right the uh 90 repeat business we've always been very focused on process improvements more than just installing tools so we always are heavily investing with our customers to make sure that they're actually getting real real results and it is a partnership that's what we always strive for and i think our customers have always appreciated that which is why we frequently are sticking around for subsequent work and we uh we appreciate that all right well let's talk about gamification um i know i say gamification i have a picture of dale carnegie up here um many of you are familiar with his teachings i've always been a big fan one of his most enduring lessons is that if you want anybody to do anything you have to encourage in them an eager want and he said these year these words 100 years before gamification was even coined but the idea of creating an eager want and gamification go hand in hand one of the problems that we've seen is that a lot of organizations measure their support agents whether it's internal or external on ultimately what are negatives they're looking at mean time to resolution call hold times sla breach times that sort of thing so people are being evaluated on what they're not doing right gamification the way that we've designed it and when it's implemented properly actually becomes a positive affirmation tool so that it's not punishing somebody for doing something they shouldn't have or not meeting a goal it's rewarding them for doing something we wanted them to do we're going to get into some specific examples of that in just a little bit but really it is a different dynamic again this is not just a tool this is a different uh approach to the process we're actually seeing some pretty significant results with our customers that have implemented this already okay let's see let me ask everybody who's on the call just to take a moment and put in the chat window some sort of gamification that you run into on a daily basis in your in your regular life i think we're all overwhelmed by it at this point you see here's just a few that i pulled in i've got my uh delta medallion status that's gamification we've got the zynga achievements for games to keep you playing the games and adding more and paying for the upgrades that sort of thing um and then here on the bottom right you actually see the community's leaderboard on servicenow of course chuck tomasi when you play with him the perennial leader on that he is a brilliant mind and they an asset to the servicenow community um these are all examples of gamification that we see in personal and recreational but also in business and there's more and more studies and we've got one quoted here that are showing that using the idea of gamification in the workplace actually drives uh much more employee satisfaction and better performance and it reduces costs so there is all kinds of overwhelming evidence to support the idea of introducing gamification into your your work environment if it can be done right again the idea here is to keep it a positive something that people are striving for not something that people are being punished by and all that is uh is attained in the way that we implement that and talk about that a little bit at the end all right so um let's talk a little bit about the application itself the first thing i want to say this is not part of the uh platform uh out of box it's not part of servicenow's baseline offering it wouldn't surprise me at some point that this does make it into the platform but as of now this is an application that we've built that we can implement into your environment so we're more than happy to talk about how we would uh tailor this and make it fit your needs and we'll get to some of that at the very end but in general agents are able to earn points for performing various activities related to customer service or support desk or whatever type of agency it might be and management has the ability to modify the rules that allocate the points so that way they have the we have an ongoing ability to correct issues we see that we are trending towards a path that's not good we see from our reporting that there's an issue we can actually start to create rules and award points that will encourage people to address those issues so it's a very flexible uh application from the management standpoint and when that's communicated properly to the agents they know what's expected they know what they have to do to attain these points and get to the next track level or earn badges they know what's expected of them so it takes out a lot of the the gray area the unknowns it really gives a very very easy way for people to understand what they're supposed to be doing and why you know it gives them a little bit of a competitive initiative too to uh want to stay on the top of the leaderboard or to earn the next level so that's what it is at the core uh the agents can accrue points based off of rules i'll just show a quick uh a glimpse of the rules here but then i'm actually going to go into one on a demo so productivity rules are at the core here this is based off of the csm i'm sorry the community's gamification engine of servicenow so this is already using things that are out of the box we are happy that we are able to extend functionality that we didn't have to create everything from scratch but we do have these rules that are specific to csm we can actually tailor these as well for other process areas hr itsm itom the ones we're showing right now are dedicated to customer service management centered around the case table and what you see here is a an example of a condition builder that says that when a an agent performs a task that matches this condition they are going to get points allocated to them so let me just go ahead and show this in my demo instance bring that up here i'm just here in my my demo instance where we're going to look at the rules we've got a few productivity rules defined in here this is my test instance so bear with any of the test data that you see um the one that we're just looking at is creating a product specific case we have one design for first call resolution uh we have one for creating a knowledge article obviously we're gonna give higher points for things like that because that's gonna have a higher value to the company so we're going to encourage those things so we want our people to take the actions that are going to simplify their lives make the customers happier and reduce our costs when we can find rules that give points for those things everybody wins so i'll just go ahead and open up this one that we're seeing on the slide just a moment ago and again this is using a condition builder for any time on the case table any of this happens so this is a new case gets created matches these settings and we could use the the condition builder here to make it any type of activity we wanted to if we wanted to trigger it off of first call resolution or reassignment or whatever the case might be we can we can build those rules to be very specific and very granular so if i wanted to put this into action i'm going to come over here and create a new case and i do have a template that will fill this in for me so i can save us just a little bit of time you'll see that i'm using a lot of the demo data with the instance here so we've got our friend george warren from boxio it matches the criteria i'm going to put myself in here as the assigned to now when i submit this case it's automatically going to allocate the points that match what i just did you see i've got some test data in here just making sure everything was working if i come back in here and i look at this case now and i scroll down to the very bottom and i dismiss my special handling notes you will see that there is a related list for the productivity point history so this case can have many points assigned to many people throughout its life cycle if the case gets rounded to three or four different people and they all perform activities that match rules this list could could be you know it could be as many as many people who touched it as as many records here people who touched and performed activities again all that is on how you define the the rules and we do assist with that but here's the example i have a new case created for product specific and it's showing me that it allocated me two points but what if i know that that particular case was a little trickier or i was talking to the ceo of our best customer or some something about what i just did warrants more points than what i was allocated based off of the rule well i have the ability to come in and request an adjustment so i can come in here and say i think this should be three points and then i can request the point adjustment oh i do need to give a justification uh it was a really tough call and then my manager is going to get an approval and they can determine whether or not they think my work notes my justification there warrants additional points so we're not rigid to the the rules but we do want to make sure that we are being consistent with them because that is part of the value here is that it is consistent across the board everybody's playing by the same rules but we do want to have some exception cases built in so that will create the approval and then if they if my manager were to approve it then it automatically updates that so that's the the core is the rules and the points that get allocated so if i come back over here to my slides we'll see that we have the ability to have tracks and badges tied to the accrual points so examples would be if i am a customer service agent who is on tier one and i wanted to have uh two or three different levels of tier one agents that based off of their experience based off of whatever thresholding i could do that and they would have to have a certain number of points accrued in order to reach that level that's part of the track we can also have it to where it's a rolling basis so you would have to maintain a certain number of points in order to keep keep that status just like i have to do with my airline if i don't fly enough miles every year i would lose my status so we have that built in as well so we have a couple different options there and then the badges can either be allocated based off of some the point accumulation or can be individually awarded based off of manager discretion so we have a couple different ways that we can do that and for for the demo here we just uh created some generic gold gold silver platinum but obviously if you have um your marketing department wants to be creative with what you would create for that we've seen uh organizations have a lot of fun with it where it's a bit whimsical uh taking a little bit more of the angry birds words with friends type of icons and badges things that will again uh create that that that that little dopamine hit that little fun competitive i just earned a badge i just got an award you know something that's going to keep it positive that's the underlying idea here is we want to keep this as positive as possible we don't want anything in here to be if you don't get a certain number of points you're fired it's actually far better to be looking at it from the positive angle and even one of our customers was using this to drive their bonus structure payout so the uh bonus you know your your bonus payout was tied directly to your accumulation of points which we thought that was a uh pretty fantastic way of incentivizing their agents to do the activities they wanted them to do for reporting purposes and dashboard purposes we actually have some categories that we can allocate so if you wanted to be able to break things down based off of activity types we can do that a big part of this is making sure that we are focusing on fixing the pain points so we are doing our continual service improvement we are recognizing where there are issues and our support if they're in not enough self-service or too many calls too many ups people showing up ringing my bell that sort of thing we can actually apply um different categories for that so we can see are we making progress in the areas that we want to be so that's one of the reasons we created the types and then that's also part of what we do to focus on making sure that we are adjusting the rules ongoing that they're not static that those are something that we say once a month we re-evaluate is there an area that we need to focus on can we create a new rule or modify one or adjust the points and then communicate that out to the agent so they know so that way we're always working on solving the pain points from a positive standpoint okay and then obviously the dashboards and leaderboards these are meant to be visible to everyone at all times we want people to be able to see and take pride in where they're at and if they aren't on the leaderboard they will you know strive to uh to do the activities that they know are going to get them more points so obviously there will be some people who will be trying to cherry pick so they're getting points but that's where adjusting the the rules and getting those tweaked over time will will certainly account for that and as people start doing that sort of thing what they're actually doing is helping our customers they're they're doing better service because the points they're getting credit for are things that we want them to be doing anyway so that's a win-win situation there so again just a lot of a lot of positives that come out of this implementation and something that i would certainly love to see more organizations taking on the daily logs we do keep track of that so obviously every time you're seeing a dashboard there is core data underneath it so we do have all that then we can do reports based off of either group or individual or by manager so we can start to see are some are some groups performing better than others as their opportunity for training can we start to see you know what are the discrepancies between them is it a time zone issue is it they they don't have access to the right resources we can start to recognize the differences uh if there's inconsistency in our support models we can start to see that as well and obviously with this you can always tie this back to things like the csat surveys that go out you have this along with all the rest of this data you have your service down environment to compile a wealth of data on the operations within your service desk we have a lot of things that we're working on building on to this offering it's uh it's something that we are constantly coming up with new ideas and new ways to enhance it we actually uh we don't necessarily sell this as a product what we do is we want to come in work with you to identify your pain points figure out what uh what the best starter set of rules would be get those configured uh identify the dashboards that you need and also help you with the the ocm part of it because you want to get your your agents excited about it they need to be aware of the rules before they play the game so we do a lot of that as well so that's part of how we we roll this out so if that's something that you're interested in there will be a slide at the end here that will give the email address for you to contact and we would love to talk to you more about how specifically this can work in in your organization so with that let me take a moment and see if there are any questions that anybody has and i do see one question about um can this be used in itsm so there are there are licensing implications for leveraging communities that is licensed as part of it of csm and hr but is not licensed in itsm and we knew that so we actually do have a variation of this that doesn't extend from the out-of-box gamification that we can use in those instances so we are able to just to support that as well just a little bit more customization um and hopefully at some point we'll be able to have the communities be part of the core itsm and we can continue leveraging the box capabilities okay another question how long does it typically take to deploy um again we don't just install the software run not like a plug-in and we just run out of there so it's about two to three week engagement where we're evaluating with your business uh business owners the stakeholders what what you want to see uh focused on where you're going to get the most uh uh value so that's about a two to three week engagement not a not a lot of customizations in your instance again all this is pre-built it's just us making sure that it's set up and configured right that it's going to be paying benefits for you very quickly and what uh one last question what fulfiller activities do most clients reward in general we like to see most clients rewarding the activities that will reduce cost while not compromising service so things that can lend towards self-service that's writing uh writing knowledge articles that are going to be customer facing or working within the community or creating uh scripts for virtual agent things like that that's usually where we see the most because it's not just a you got a a point for doing something great one time you're getting points for uh value that you're going to provide over a longer period of time even when you're not actively doing anything so those are the kind of things that we really try to go for because there's a lot of value in that i think a lot of organizations struggle especially around creating knowledge articles with how do you entice your agents to create the articles and the way that we typically do it isn't just on creating an article it's getting it approved and published so it's not just a matter of creating it um because people can do that and gain the system uh we actually want to make sure that it's going to be something that's getting used we could even this is one of the things we haven't done but we've talked about allocating points if a customer marks the knowledge article as helpful so while most of our activities are centered around case or task activities we have the ability to go beyond that as well okay well i think that's all the questions that i see for right now um i do see a lot of friendly faces uh friendly names there in the attendees list i appreciate everybody coming we do have our contact information here and i am more than happy to spend some time one-on-one with anybody showing them the capabilities and talking about uh how this can be leveraged with your support desk your internal ic support or anywhere else within your servicenow environment so with that i will wish everybody luck on the drawing for that 250 dollar amazon gift card which will probably be drawn shortly and i want to thank you for attending our webinar i hope everybody has a great day