Presentation by Tom Engelhardt at the Buffalo Salesforce User Group meeting on how they used gamification of Salesforce to improve activity and opportunity management.

1. Gamifying Activity Logging and
Opportunity Management
Salesforce Buffalo User Group Meeting / October 9, 2012
Presented by: Tom Engelhardt, Salesforce Solution Architect, Lawley

2. Our Problem
• Inaccurate forecasts due to “messy” pipelines
– Expired Close Dates
– Lack of proper staging
• Lack of activity logging
– Who is doing what, when?
– Stewardship reporting, which should be easy, was
practically impossible

3. The BIGGER Problem?
• Nicely asking them wasn’t producing results.
• Their “praise” of the system proved to be lip service, and we
began to question whether they saw the value of the system.
• Instead of jumping on board when a data request could not be
fulfilled, some jumped to the conclusion that the system is
flawed and Salesforce isn’t all it’s cracked up to be.
We needed a new strategy to convince them of
the value.

4. Our Approach
• At the end of the day, we’re talking about
good, clean data entry
• Make data entry for our worst system
adopters fun!

5. Gamification
• Hot topic in CRM adoption and ROI
• 10+ sessions at this year’s Dreamforce
– Informatica and Comcast two case studies for
gamifying sales

6. LevelEleven’s Compete
• Native app
• Point-and-click setup
• Gamify practically any system behavior using
advanced filtering capabilities
• Affordable

7. Our 2-week Pilot Program
Behaviors we wanted to motivate:
1. Clean Up the Pipeline!
a. Move the Stage of your Opportunities to
anything but “Nurture” (even Closed Lost), and
you get 50 points
b. Update the Close Date to 9/1/2012 or greater
and get 50 points
c. Log Prospect phone calls for 25 points
d. Log Prospect meetings for a big 75!

8. Activity Logging Results
• Between 1/1/2012 and 8/17/2012, these users
created a total of 1,259 activities.
– This time span represents roughly 33 weeks. 1259 / 33 =
approx. 38 activities created/week.
• In the 2-week period of the contest, they created
196.
– 196 / 2 = 98 activities created/week
• During the 2-week contest, these users created the
equivalent of 257% of the average weekly activities
created in the prior 7.5 months.

9. Close Date Update Results
• Between 1/1/2012 and 8/17/2012, the Close
Date was updated 202 times.
• During the 2-week contest, it was updated
307 times.
• This represents 152% of the Close Date
updates that occurred in the prior 7.5
months in a 2-week period.

10. Stage Update Results
• Between 1/1/2012 and 8/17/2012, Stage
updates occurred 171 times.
• During the 2-week contest, 188 updates
occurred.
• This represents 110% of the Stage updates
that occurred in the prior 7.5 months in a 2-
week period.

11. Today?
• Still a struggle, but they’re starting to get it.
– Pipelines and their use in closing gaps
– Activity reporting in the click of a button
• Never-ending process
• Use the app whenever possible to encourage
adoption.