Requirement: The client, a large MNC computer manufacturer, wanted to improve its issue resolution percentage and consequently, its Net Promoter Score. While its engineers were experts, there was scope to improve on certain types of customer problems, in both their B2B and B2C businesses.
Solution: OnTrac created a combination of training and knowledge implementation through its Dri.Ve gamification platform. Over 1500 engineers were trained on resolving specific types of issues through a program that involved demonstrations of techniques, followed by a 2 month game on the floor. The game transformed the entire operations floor into a FIFA Styled football (soccer) tournament. Every team leader and his team represented a country. Their objective was to score as many goals as possible, by demonstrating the skills gained in the training program. We worked with the client's quality team to capture the relevant scores that helped calculate the goals scored.
Result: The game had a transformative effect on the operations floor and the initiative was a grand success. Both issue resolution and NPS went up significantly. Customers also rated the engineers higher on Professionalism. The client was very happy with the results and rolled out the game its centers in other cities and countries. See the charts below for the improvements seen by our client.