The money saving machine
Viasat is a television provider, through cable or satellite. Viasat Customer Service were spending tens of millions of Euro’s a year (actual sum confidential) to keep customers happy.
Our task was to create an internal campaign to increase awareness about the subject, and through it substantially reduce Viasat’s outlay in customer handling, and at the same time increase income from product sales. We were asked to create an internal campaign: A mouse mat and some 70x30 posters for those extra motivational slogans.
We asked ourselves if there could be something more to the life of internal campaigns than mouse mats and posters. How about, instead, visualizing money saving in a fun way, so that the employees at the Customer Service can experience their efforts in real-time? How about a machine of some sort?
The money saving machine, “Zero Waste”: A real-time, save-counting machine!
Incoming calls were to be registered manually by hitting a green (0% discount), yellow (50%), or red (100%) button, depending upon how the handling of the call went. The more money saved on a call, the more water is added to the main tube in “Zero Waste” – where a key is floating.
To get to it, the employees collectively have to fill (save money) the tube with enough water. The key opens a small safe, containing a prize for collective use: darts, table-soccer, et al. Every time they manage to open the safe, the system is reset: The more money saved, the more prizes secured.
Still all theory. But would it actually work as planned – and save money?
Though fully possible to make a simple screen where one can follow savings in total, we wanted to enable our machine to count the success rate of each individual call more visually, “more live”. And as physical is “more live” than live on a screen, we set ourselves the target of creating a real machine; lights flashing, something humming, something actually responding to my efforts, or quite simply: Something going on. Inspiring the employees through an almost game-like experience to save money on customer handling.
To build this “something-machinelike”, we contacted our friends in the IoT department, who to our immense joy really kicked on our rather vague idea. After hours and hours of drawings in Fusion 360, laser cutting, prototyping, raspberry-ing, water pumping, ESP8266-ing, and testing/failing/testing, something vague had turned in to something actual.
Zero Waste was launched March 17, 2016. At the time of writing (May 30) Viasat have cut their outlays on “customer satisfaction” by a staggering 30,1%. In addition, they have increased their income on product sales by no less than 51%.
Results are directly related to the effect of Zero Waste, as every single call was logged by each operator, and actual costs compared with the reported costs by the Customer Service operators.
In addition, this cold, money-saving machine, has had a fantastic impact on Customer Service –morale, as operators now are reported to cut their lunchbreak short to challenge each other on the various games.
cut in outlay on
“customer satisfaction” in
income on product sales in
Our developer, Martin, runs a prank call on fellow developer Nikhil, just after the launch of Zero Waste.Bear in mind: Nikhil has just spent literally hundreds of hours on the project, on his own spare time, andhadn’t slept for the last 36 hours up until the launch.