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Is Gamification Right for Field Service?

Is Gamification Right for Field Service?

Nintendo, Sega, arcades...playing games is addictive. Game players want nothing more than to get to the next level, keep earning points, and ultimately, to win. This is why gamification has infiltrated all types of businesses from field service to healthcare, and is being used to incentivize workers and customers. But the question is, how can you use gamification the right way in field service?

Incentivize Positive Behaviors

Animal trainers know the best way to train an animal is through positive reinforcement, such as treats and affection. Humans aren’t wild animals, but there’s something to be said for rewarding and incentivizing people when they do something successfully that you’ve been training them to do. Whether that’s parents rewarding toddlers during potty training or teachers rewarding students who handed in their essays on-time. People are going to do the thing that got them rewarded again because they know a treat is coming when they do. This is gamification.

Gamification strategies offer a way of molding your field service technicians’ behavior and work habits. According to the Aberdeen report, “Flash Forward: Is Gamification Right for Service in 2016?”, the field service organizations that are best-in-class are more than twice as likely to have a gamification strategy in place for their service team, 32% over the industry average 14%. In 2016, companies plan to increase the usage of this strategy.

For example, a company that has a lot of drivers doing truck rolls could use a driver safety mobile app to reward their workers for good driving behavior. On a macro level, this helps drivers feel like they’re a part of a team and they are motivated to receive positive feedback by driving well. On the micro level, individual drivers who participated in gamification will spend more time learning how to perform better since the app could show them what areas of their performance they need to improve. The app could detail how speeding uses more fuel, which adds up to higher fuel costs, and will make it more difficult for the truck to stop quickly, lowering the driver’s chances of getting the most points and being named the best driver of the week.

Though some field service organizations and field service workers fear the rapid changes that technology has brought, gamification is not a development to be afraid of, it’s one to be embraced since it focuses on boosting productivity in a positive way.

Make Customers Happy

Whether or not a technician can successfully achieve a first-time fix, it’s important that the customer still has a positive impression of your field service business. This is where gamification can come into play, since it encourages behaviors that are focused on providing customers with better service by rewarding workers for doing so.

You can use field service gamification software to track customer visits and see how many attempts it takes your field service worker to fix a problem for a particular customer. For workers that have successfully achieved multiple first-time fixes, a company can give those techs more points. Accumulating points can lead to bigger rewards down the road such as salary bonuses, higher marks in an annual review, or other free prizes.

Still, gamification is not just for the bottom-line of your business or your service technicians. Ultimately, your gamification strategy is for your customers’ happiness, so it’s important to keep them at the forefront when developing and implementing your strategy.

Use Gamification to Understand Customers and Boost Engagement

Rewarding workers rather than punishing them is the true idea behind gamification. Rather than distracting techs from providing great service, gamification helps technicians remain focused and engaged with their work.

Some businesses use game methods to track KPIs and other business goals, meaning gamification can be used to increase engagement between your business and your customers, as well as your field service workers.  

Thanks to mobility, employees who must manage field service workers can use gamification in real-time to see what customers want and don’t want, while also being able to change technician behavior and train them on how to complete new tasks or learn new skills.

People love the interactivity of games and so will field service techs who can interact with their training supervisors through game apps enabled on their mobile devices. One example of this is companies that partner a new tech with a seasoned tech, then divides these pairs into teams. Both new and experienced reps will enjoy competing against other teams, and the new rep will be learning the tricks of the trade simultaneously, but in a fun way.

Still, gamification is only truly successful when the desired performance goals and rewards are established at the beginning. Using gamification in a positive way to further benefit your workers and provide better customer service is what makes gamification right for field service.


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