Utilities provider Suez use gamification to help 2,500 business customers adjust to safety measures

Success Stories Utilities provider Suez use gamification to help 2,500 business customers adjust to safety measures

2,484 business customers helped 🚀 to identify necessary adjustments for them to re-open during the pandemic

Objectives achieved

Suez’s customer service made more efficient through the automated tool 🛎️

Thousands of businesses able to re-open and remain open during pandemic 👐

Suez is a global utilities company focused primarily on water and waste management.

As a direct result of their work, 68 million people around the world benefit from clean drinking water, and more than 37 million people benefit from modern sanitation services.

The challenges

🎯 Every business was affected by the global pandemic in some way, but in particular, places with physical premises, as these would go from closed, to being able to reopen gradually inline with relaxed measures dictated by the government.

Relaxed measures in France that enabled businesses to re-open their doors essentially meant “new measures,” with new requirements and legislation to prepare for.

This created individual challenges for all of Suez’s domestic business customers.

To help address all of these, Suez were looking to:

📱 Games and gamification experiences “by Drimify”

Suez opted to use the Drimify platform to deliver an educational and self-instructive gamification experience.

Customising the Product Recommendation Quiz game engine, they created a self-assessment tool – “Your Takeover Self-diagnosis in 5 Minutes.”

This asked business customers a series of questions pertaining to their current waste management infrastructure and service, and based on the answers, the profiles indicated what they needed to change, adjust, or consider, in light of the new measures coming into force.

It works by matching the multiple choice answers with profiles, or possible end results pages, and by creating this self-assessment tool, it gives customers autonomy, and frees up Suez’s customer facing channels to provide a more agile and effective service. (Take away the self-assessment tools, and phone lines are busier, and inboxes get flooded.)

While it’s hard to account for every business’s individual needs in light of the new measures within a gamified format, the majority of them will fit into similar categories based upon similar circumstances, making this a great way for Suez to support their business customers during a difficult time.

2,484 business customers helped 🚀 to identify necessary adjustments for them to re-open during the pandemic

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