Conference Presentation

Transforming Support with Reputation and Gamification

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Our businesses are changing rapidly. We need to be agile--to develop new skills, deploy new capabilities, and execute new business models. But we can only move as fast as our people. How can we accelerate their growth? Sage is a leading provider of business management software. Their Customer Experience team, which is responsible for support and success, is transforming from being product-centric to a customer-centric, and from break-fix to customer success. So, staff need to do their jobs differently--to be cross-trained, and to learn more about their customers’ businesses. To drive this change, Sage rolled out a reputation model with gamification that quantifies and recognizes desirable behavior. It identifies the best teams and individuals to handle specific customer issues—automatically. And it provides objective input for assessing staff and managers.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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