Turning Sales Enablement into Sales Success with Badgeville and CDW
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Turning Sales Enablement into Sales Success How do you ensure your sales and channel enablement programs are effective? How do you motivate sellers to complete online versus training? Retain that training? Join our hour-long webcast with CDW, a leading provider of technology solutions for business, government, education and healthcare in the US and Canada. Hear how they used gamification and digital motivation to motivate their sales teams to complete training that led to a 56% rise in average training completion per account manager and increasing sales confidence by 10%.
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Turning Sales Enablement into Sales Success with Badgeville and CDW
- 1. Turning Sales Training into Sales Success Badgeville Confidential
- 4. Badgeville Confidential 1. Show success 2. Show where to improve
- 5. Success Badgeville Confidential 0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% Corporate Sales Vertical Sales Higher Education Sales K-12 Education Sales State and Local Sales Function Revenue Increase % Increase Jan-Dec Opt-In % Increase Jan-Dec Opt-Out Corporate Sales Vertical Sales 12.00% 56% 44% Higher Education Sales 7.10% 132% 124.90% K-12 Education Sales 16.10% 13% -3.10% State and Local Sales 41.00% 179% 138% Healthcare Sales 173%
- 6. Where to Improve Badgeville Confidential -40.00% -30.00% -20.00% -10.00% 0.00% Corporate Sales Small Business Function Revenue Increase % Increase Jan-Dec Opt-In % Increase Jan-Dec Opt-Out Corporate Sales Small Business -33.60% 42% 75.60%
- 8. CDW.com | 800.800.4239 The CDW Case Study Maureen McDermott, Director Solutions & Services Capability Badgeville Confidential
- 9. About CDW Multi-brand technology solutions provider to business, government, education and healthcare organizations in North America and the United Kingdom Founded in 1984 Ranked No. 253 on Fortune’s 500 in 2015 Sales of $12.9B in 2015 Employs approximately 8,400 coworkers | © CDW LLC 20149
- 10. Our Challenge | © CDW LLC 201410 Lifecycle Management Networking Cloud Converging Infrastructure Data Center Deduplication Mobility Professional Services Backup Data Loss Prevention More than 100,000 products across 1,000 brands.
- 11. Our Challenge | © CDW LLC 201411 Lifecycle Management Networking Cloud Converging Infrastructure Data Center Deduplication Mobility Professional Services Backup Data Loss Prevention More than 100,000 products across 1,000 brands.
- 12. Our Challenge | © CDW LLC 201412
- 13. Our goal To provide better technology solutions for our customers by enabling Account Managers through a relevant and accurate technology training offer. | © CDW LLC 201413
- 14. Our Vision | © CDW LLC 201414 Curate Content Connect Learning to Sales Promote Leaders
- 15. The Technology | © CDW LLC 201415
- 16. The Pilot | © CDW LLC 201416 Pilot •Targeted 200 sellers •Asked sellers to complete five courses monthly (approx. 30 minutes) •Launched with five technical solutions Questions to Answer •Would sellers find value? •Are five courses an appropriate ask? •Do points and badging drive behavior?
- 17. Demo | © CDW LLC 201417
- 18. Pilot Results – Would sellers find value? | © CDW LLC 201418 Pilot Participation Rates 78 74 72 0 20 40 60 80 100 Feb Mar April Unique Pilot Participants Pilot Manager List Population Size Average Unique AMs Participating Participation Manager A 19 6 32% Manager B 47 15 31% Manager C 23 19 83% Location Target A 111 35 32% Overall 200 75 37% Goal: 20% participation Actual: 37% participation
- 19. 5.47 4.18 6.51 0 1 2 3 4 5 6 7 Feb Mar April Pilot Results | © CDW LLC 201419 +56% Goal5 Average Completions Per Seller Are five courses an appropriate ask? Do points and badging drive behavior?
- 20. Adoption | © CDW LLC 201420 62.4 268 181 486 0 100 200 300 400 500 600 2015 AVG JAN FEB MAR Unique Sales Participants
- 22. How did we find this out? MotivationMetrics Badgeville Confidential
- 23. All Levels of Organization Demand Insights that Drive Action Badgeville Confidential CEO Line of Business Owner Program Manager IT Increase organization success Improve business performance Increase program success Increase system success
- 24. Each Level Needs Tailored View of Data Badgeville Confidential People Program Behaviors
- 25. Report Classifications and Value Badgeville Confidential Adoption Engagement Achievements Program Activities KPI Attainment Business Impact Reputation Scorecards Rankings Player Detail GamificationPerformanceRecognition
- 28. Example Gamification Report Badgeville Confidential ACTION Change program to increase engagement in Q4 INSIGHT Engagement drops off in Q4 due to seasonality ACTION Change program to increase engagement in Q4 ACTION Change program to increase engagement in Q4
- 29. Example Performance Report Badgeville Confidential INSIGHT People using Badgeville take more classes over time ACTION Expand use of Badgeville to other parts of company
- 30. Success Badgeville Confidential 0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00% 45.00% Corporate Sales Vertical Sales Higher Education Sales K-12 Education Sales State and Local Sales Function Revenue Increase % Increase Jan-Dec Opt-In % Increase Jan-Dec Opt-Out Corporate Sales Vertical Sales 12.00% 56% 44% Higher Education Sales 7.10% 132% 124.90% K-12 Education Sales 16.10% 13% -3.10% State and Local Sales 41.00% 179% 138% Healthcare Sales 173%
- 31. Where to Improve Badgeville Confidential -40.00% -30.00% -20.00% -10.00% 0.00% Corporate Sales Small Business Function Revenue Increase % Increase Jan-Dec Opt-In % Increase Jan-Dec Opt-Out Corporate Sales Small Business -33.60% 42% 75.60%
- 32. Example Reputation Report – Engagement Score Badgeville Confidential INSIGHT Recognize darkest green or most engaged ACTION Investigate why light green are not engaged
- 33. Data & Insight Across Use Cases, Systems
- 34. Truly Insight + Action Badgeville Confidential Customer Systems Badgeville Enterprise Plus MotivationMetrics
- 35. Next Steps • Contact us – Maureen McDermott maurmcd@cdw.com – Karen Hsu khsu@badgeville.com • Join us for our next webcast with Tableau – May 18th, 10:00 AM PT, 1:00 PM ET Badgeville Confidential
- 36. Thank you! We appreciate the opportunity to improve your business Badgeville Confidential
- 37. MotivateOne MotivationMetrics Analytics Portal • Gamification • Performance • Recognition Big Data Reporting DB MashupData ExportData Improved Data Architecture Badgeville Confidential Badgeville Enterprise Plus Operational DB Customer Systems Customer DBs / Data Warehouse Customer Reporting / BI ToolsEndUserEvents Badgeville Customer Platforms & Applications
- 38. What Is MotivationMetrics? • Self-service analytics and 30+ pre-built visualizations – Program: how well is my Gamification program running? – Performance: are we meeting our KPI targets? – People: who are our top/bottom performers and teams? • MotivateOne™ Data Service – Data Service: Scheduled Exports / Raw Gamification Data over SFTP – Enhanced Data Discovery: Enriched BI Dashboards, better predictive algorithms – Future Service Improvements: API and more! • Goal: 3-D insight on rewards, behaviors, and people – Fine-tune the program, drive cultural change – Identify key individuals for reward or coaching opportunities – Access insights anywhere Badgeville Confidential
- 39. Badgeville Reports Badgeville MotivationMetrics Dashboards Reports & Dashboards General: Aggregate performance of the game by users, activities, and rewards. Users: Active Users, Daily Return Rate, Activities by User, Daily Active / Monthly Active Activities: Activities by Type, Activities by User, Average Activities by User, Count of Activities Today Rewards: Rewards and Level Distributions Retention & Return Rates: Weekly Return Rate, Week 2 Retention Gamification: Gamification/reward metrics. Adoption: • Registered Users Over Time • Active/Inactive Users • % <Period> Active Engagement • Event Volume • Average/Median Event Volume per User • Visit Frequency & Return Rate Achievements • Points Earned • Level/Reward Distribution • Earned Badge Distribution • Mission / Track Progression Time to Completion / Average Duration Performance: performance of the program/organization. Program Activities • Activity Counts/Distribution • Social Advocacy Activities • Activity Correlation Performance against Defined Goals • Average Activities • Count Activities • Max/Min Activities • Performance against KPIs * • Use of Extended Attributes * Business Impact • Activity Lift: Baseline vs. Now • KPI Performance vs. Goals Overlay * • Explicit Program ROI * Recognition: people and team reputation. Reputation Scorecards • Players with Badge X • Team/ Player Achievement vs. Program Goals (or KPI*) • Player Engagement (Segmentation) Rankings • Top to Bottom Player/Team • Expertise Distribution Player Detail • Summary by Player, Team, Reward • Drill-down to Player Details • History (Activities & Rewards) • Player distribution by Activity All reports filterable by time period, reward, activity, behavior, mission, or track specified in program. Advanced Analytics Advanced Analytics • Not Available Cohort Analysis Heat Maps Trend Analysis Segmentation by Core Attributes Extended Attribute Support Custom Reports Premium Reports * • Services-Driven One-Offs • No Portal / Export Only Report Templates, Tailored by Use Case Segmentation by Custom Attributes Customer-Specific KPIs / Goal Overlay Correlations and data blending Mash-Ups with external data Badgeville Confidential * Premium reports licensed separately
- 40. Who Cares? Why? Badgeville Confidential Target Audience Challenges and Questions Sponsor - VP Marketing, Chief Customer Officer Which fans are most engaged? Who has tweeted the most and is your best brand advocate? Who has helped to increase audience size? Who is your most effective brand advocate? Which fans are spending the most? Sponsor - CHRO, VP Talent, L&D How can we improve manager performance? Are we retaining talent? Are we hiring the right talent? Do we have right talent mix? Sponsor - VP Sales/Service Are they performing the sales actions for their roles? Are my sales people fully utilized? Do I have the right number of sales people in each region? How are people moving opportunities through the pipeline?
- 41. Who Cares and for What Use Case? Badgeville Confidential Target Audience Questions Manager How do I increase the success of my people? By team? By individual? CEO How do I improve the performance of my organization? Eco buyer How do I increase success of my systems?
Editor's Notes
- New questions: why did corporate sales small business? Why did healthcare all opt-in? Add visual of wheel – need something simple, customizable… where we knew we could help CDW – where we could help with pull as well as push of sales training… here’s what we delivered: integration of BV into learning platform into curated content… Here’s what we learned: Participation – see tremendous effect… did drive behavior because it’s consuming more b/c it’s valuable And then in our results If we were to drive continuous learning mindset, we were able to assign a requirement – I expect you to earn 50 points every month; the way you complete 50 points is you earn 5; love to see badges and love to see themselves at the top of the leaderboard
- We are a leading provider of IT Services For business, government, healthcare, and education
- We know our sellers are wasting time going out to find content that is (1) relevant to them as a seller and is (2) accurate.
- Curate content – we couldn’t keep up with the amount of content, let alone the speed of change. Connect Learning to Sales – our vision is to tie learning to sales. Not just learning for learning sake. Promote Leaders – we wanted a way to score sellers and promote those getting the most from the offer. Sellers like to know what other sellers are doing & we knew this was a critical part of making our program the pull we wanted.
- Our approach with the technology was to leverage what we had. We have Oracle’s Learn platform and we needed a platform for the gamification. Badgeville also allowed us to grow the design. Although we were starting with learning, we had our vision to tie to sales and their platform would allow us to tie to the learning, our sales platform and any other platform as we grew.
- Pilot Duration: Approximately 90 days - Q1 2015 Complete 5 Training Modules Per Month - view content, pass assessment Featured content will change 1st week of every month Complete focus areas selected by Sales Leadership (GetSmart, etc.) Secondary - AM choice of topics Approximately 1 Hour Time Investment per month We have planned 9 categories so far, 6 are up and running. 5 for pilot & Servers just activated. Future categories include CDW Services, Datacenter – Power, and UCC. There is also foundational training for newer folks. It can help support Academy, other team trainings, scheduled partner trainings, and other action items managers give their teams.
- Launch cdw.learn.com Demo: - Click Nanotech - Review solutions - Click solution course and launch video - Review quiz at end of video - View leaderboard - View Learner Profile
- We need Sales Manager support to be successful. Our team creates the communications around the AM expectations and the “go-live” announcements. The SMs follow up with communications with their teams. It also helps if the SMs know what is being asked of the AMs, so we would like the SMs to view the portal and see what training topics are offered each month. This could help the SMs to align other training opportunities, like bringing in Partners or S3 for team trainings or lunch and learn. As well as following up with AMs on the job. Finally Reporting - A monthly completion report is posted to the LearnCenter, and the SM should review their team’s completion and follow up with AMs who are doing an outstanding job as well as those who are behind their peers. The pilot only works if we have AMs consuming the training, and we need SMs to help make that happen. Feedback from Ams: Plus side Short and sweet is more effective than long and drawn out The experience was very informative and concise, perfect for fitting into a busy schedule I thought the content was exceptionally valuable for learning new technologies Constructive side Too many things being thrown at us, not enough time in the day For someone who is still new I was hoping the videos would have been more in-depth What can I use the points for?
- Rebuilt Manager participation – average of 3 months April = first full month of Badgeville – Points, Badging, Leaderboards 72 Unique AMs participating versus 74 in March 518 total views in April by our Pilot audience compared to 408 in March Average views by each Pilot AM: 7.19 courses compared to 5.51 in March Average completions per AM - 6.51 compared to 4.18 in March, a 56% increase! At the end of the 3 month pilot, the content will continue to flow, but we’ll draw a line in the sand for measurement purposes to see how we are doing. We’ll look at - how much learning was executed? Were all of the categories successful? And if not, why not? We’ll also review the data from the monthly surveys. These will ask the AMs to rate their confidence in that solution category. Obviously taking a 5 minute training on a solution area won’t move the needle much. The hypothesis is that over time, repetition of many small nuggets on the same category will lead to an increase in aptitude and confidence in selling that category. Even a 10% lift would be huge given the short time frame.
- Here were the screenshots I was looking for: 1. Rules - Overview of increased activity 2. Engagement - repeat visits to site in terms of day of week 3. Impact - overview of how many people were responding to posts - top 20 people who had people responding to them 4. Reputation - top 20 people who praised others
- Here were the screenshots I was looking for: 1. Rules - Overview of increased activity 2. Engagement - repeat visits to site in terms of day of week 3. Impact - overview of how many people were responding to posts - top 20 people who had people responding to them 4. Reputation - top 20 people who praised others
- New questions: why did corporate sales small business? Why did healthcare all opt-in? Add visual of wheel – need something simple, customizable… where we knew we could help CDW – where we could help with pull as well as push of sales training… here’s what we delivered: integration of BV into learning platform into curated content… Here’s what we learned: Participation – see tremendous effect… did drive behavior because it’s consuming more b/c it’s valuable And then in our results If we were to drive continuous learning mindset, we were able to assign a requirement – I expect you to earn 50 points every month; the way you complete 50 points is you earn 5; love to see badges and love to see themselves at the top of the leaderboard
- Here were the screenshots I was looking for: 1. Rules - Overview of increased activity 2. Engagement - repeat visits to site in terms of day of week 3. Impact - overview of how many people were responding to posts - top 20 people who had people responding to them 4. Reputation - top 20 people who praised others
- VP Marketing, Chief Customer Officer, VP Digital CHRO, VP Talent Acquisition VP Sales/Service
- VP Marketing, Chief Customer Officer, VP Digital CHRO, VP Talent Acquisition VP Sales/Service