Whether you aim to enhance your CRM strategy, boost engagement, improve user adoption, or increase revenue, Splash’s gamification technology has the right tools to help.
The goal of any CRM is to efficiently manage customer data, supporting every part of the business from sales to support. When properly implemented, a CRM can provide an incredible level of insight into your customer relationships. Unfortunately, even the best CRM software is only as good as its data. Because we still need human beings to enter that data, however, critical business operations are often at the mercy of bored, distracted, and poorly motivated employees.
Few things are as tedious as data entry, and when employees either don’t like or don’t fully understand the platform they use for that data entry, the benefits of the CRM quickly diminish.
If your CRM makes it more difficult for your sales team to do their job, they will do everything in their power to avoid using the CRM at all. A poorly-designed user experience can make creating new records slow, for instance, or other common tasks completely unintuitive. Even in a well-designed CRM, some essential tasks can still feel achingly dull.
Gamification turns these chores into engaging activities. Even better, CRMs are particularly well suited for gamification.
Most CRM platforms have relatively adaptable designs, allowing them to be modified for a wide variety of use cases. This flexibility also makes it possible to incorporate game-like elements into the system. All it takes is the right gamification software. In an already-efficient CRM system, gamification can supercharge results by focusing workers’ efforts into more productive behaviors.
To generate great results from a gamified CRM, you also need to have the right incentives in place. What fun is a “game” if the “prize” is something no one wants? Thankfully, this part is easy.
Does your staff love to visit the local coffee shop? A $10 gift card might be all it takes to generate previously unthinkable results. Even simple, low-cost rewards like an extended lunch break or a dedicated parking space for the week can be powerful motivators. Creating real-world results can also improve team performance with something as simple as a company-provided pizza party driving real competition between teams.
It’s also possible to encourage better customer service through a gamified system. Employees who leave detailed notes, thoroughly investigate issues, or follow up with customers after ticket resolution can gain “points” towards some kind of prize, even if that prize is just recognition. Each of these actions can be automatically scored, creating a new basis for competition.
Those employees who are naturally competitive will always strive to reach the top of a leaderboard, for instance, regardless of the value of the prize. People who hunger for social recognition and status will also climb those leaderboards, as they provide an excellent opportunity to show off their skills and abilities. Those same social pressures will also make it so that no one wants to be at the bottom of the rankings. In a gamified system, every employee has a compelling reason to step up their performance.
There’s also a less-obvious benefit: the more your team regularly works in your CRM, the more accurate and reliable your customer data becomes. Excellent data doesn’t just give you a window into your company’s present, it also allows you to better determine its future.
Need more information about gamification and what it can do for you? We are here to help.