I made this slide deck (and website mockups) for my teams business planning project at UBC. I think we nailed it :)

2. Low Productivity
★ 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.

3. high Employee turnover
★ 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.

4. Incentive Programs
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.

5. customers perspective
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.

6. What is GAMIFICATION
Integrating game dynamics into your
site, service, community, content or
campaign, in order to drive participation.

10. Source: Socialcast 2011

11. 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.

12. Gamification platform that allows companies to create
frictionless, social, customized and scalable employee
experiences to facilitate superior customer support
through increased engagement.

13. John, Support Manager

21. Kate, Support Agent

22. Sam, Customer Kate, Support Agent

27. Back to John!

29. Industry overview

30. Gamification industry growth
$2,500M
$1,000M
$100M
2011 2012 2015

31. Differentiation
Broad enterprise solutions Customer support specific

32. 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%)

33. Financials

34. APRIL 2012
Find Technical Founder $100K from Founders
JULY 2012
Expand Dev. Team A: $350,000
OCTOBER 2012
Rollout to Test Group Final Beta
JANUARY 2013
Rollout Start Selling
JUNE 2013
Increase Staff VC: $1,000,000
APRIL 2014
Add Sales x4
MARCH 2015
400 Customers

35. Cash Flow from Operations

36. Expenses

37. Breakeven Analysis

38. 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 $212,500
Sales $40,000
Marketing $14,500
Legal $3,900

39. VALUATION
Angel: $350,000 for 15%
Angel round at 3 months
Total Valuation: 2.3M
VC Series A: $1M for 10.2%
Series A at 15 months
Total Valuation: 8.8M

40. Rob Harmer, CEO
Previously:
• Talent Development Coordinator at lululemon athletica
• Director at JDC West
• HR Director at UBC SLC
Raena Kai Fisher, Director of Sales
Previously:
• Associate at Business Consulting Group
• Intern at World Food Programme
• Intern at BC Hydro
Sean Vrtacic, Head of Business Development
Previously:
• Commercial Mortgage Officer at Trez Capital
• VP Finance at UBC Commerce Undergraduate Society
• Web Design and Computer Science experience

41. Mike Abasov, Marketing Director
Previously:
• Marketing Ambassador at HootSuite
• Community Manager at uCoz
• CMO at EpicBets — “Best Presentation” at Startup Weekend Vancouver
CTO
? Expert in:
• Ruby on Rails, SQL, Development Frameworks
• Building complex, scalable SaaS product
• Leading a team under Lean Startup / Agile Dev. Framework

42. with questions :)

43. Product Development Costs
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
Jr. Developer $60,000 + Small equity stake
Graphic Designer $50,000 + Small equity stake
Wage increase at 2 years 10%

44. Marketing Costs
Trade show costs $5,000 per show
Year 1 $500 / month
Year 2 $1,000 / month
Year 3 $1,250 / month

45. Sales Costs
Business Development Co-founder: Equity only $35,000
Sean Vrtacic
Sales Co-founder: Raena Fisher Equity only $35,000
Sales Agent $60,000
Number of sales agents:
Month 1-12 2
Month 12-24 6
Month 25-36 12
Travel costs per sales month:
Year 1 $2,500
Year 2 $7,000
Year 3 $10,000
Buffer $5,000

46. 18,000 484,000
17,500 363,000
17,000 242,000
16,500 121,000
16,000 0
2011 2017 2011 2017
$23B
Call Centres
$17.25B
Employees
$11.5B Revenues
$5.75B
$0B
2011 2017

47. Who gamers are
25% 26%
Under 18
18 to 49
Over 50
49%
40% Male
Female
60%

48. How gamification should be
“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