It can be hard to keep the customer relationship positive when having to raise pricing for any organization.
Leading up to a highly-publicized rate increase, Sempra Energy deployed Ringorang to educate their employees about company and industry issues that were causing the rate increase.
The goal was to empower employees to take a more customer-focused approach, and facilitate more informed conversations around the upcoming rate increase. The employees also needed to increase their knowledge to counsel customers to reduce energy usage.
During the 3 weeks of gameplay, competitive knowledge acquisition became the driver for employees.
Employees received notifications to answer quizzes on these topics. They referenced leaderboards to see where their answers in the game stacked up against their coworkers. They explored linked content to learn more.
After the pilot was complete, employees felt significantly more comfortable to have conversations with customers about rate increases and strategies to reduce their energy usage.
Could this work for you too?
With the world still socially distanced by COVID-19, many talk of the Fourth Industrial Revolution. People are craving connectedness, which can be achieved by increasing engagement in the workplace.
Businesses still run training like they're a school running classes. Research shows the adult brain only retains what it repeats frequently. But how do you get daily repetition into a busy adult's workday?
Ringorang was used in several U.S. Department of Energy controlled trials, resulting in behavior change on the part of utility customers who were educated on how to reduce energy usage at home.