Here's the deal. You've just launched a breakthrough product. It's loaded with benefits. The internal launch was great.
And now, the challenge : you've got to get sales to master the fine print, handle customer queries, be fluent on process modalities, et al. Without mailing them boring powerpoint presentations, putting them to sleep at sales trainings, or giving them piles of documents to read.
The answer is simple. Get them to play games. Or more precisely - get them to X-Match.
What's X-Match-ing?
Before getting into that, it's important to lay the business background for exporting. Anthing you export, requires paperwork criteria to be fulfilled. More precisely, three classifications of paperwork need to be completed: Manadatory, Commodity and Scheme Paperwork. Furthermore, each section comprises multiple forms, that need to be matched to the following parameters : Commodity, Scheme, Weight/piece, Value of Shipment, Exciseable Goods, Destination Requirement and Destination. Any errors here, delay the consignment clearance process.
With a huge list of paperwork at hand, mastering the correct configuration is therefore the biggest challenge for DHL employees.
Game for X-Match?
The principle of X-Match is simple. Consignments with unique specification parameters are picked up by DHL; however each has to be matched with the correct paperwork under the three classifications, viz. Mandatory, Commodity and Scheme, through the drag and drop process. The aim is to match as many consignments with the requisite paperwork in the specified time period. Each shipment has a different level of complexity.
On each submission, the paperwork is validated. Players can choose to correct the list or proceed to the next consigment. The highest scorer is the winner. QED
The creative challenge
After much ado, our creative team decided upon interactively simulating the actual pick-up process itself. Right from modeling the DHL vans, to the personnel to the actual DHL packaging. The scoring engine was done in Macromedia Flash, so were validations and the front end.
The game elicited a tremendous response from the sales team all over the DHL network.