Digital Learning Case Study
Business Impact with Gaming
How a Company Saved 800+ Service Man-Hours Using a 2 Minute Game!
Innovative solutions, Game development, Digital learning, LMS, Web Portal development, Video training development, localization of content in multi languages.
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intro to the Video lessons created in mlti languages
2 Minute Game : Product knowledge and Assembly
Read the Case Study here
Environment instruments is a leader in air pollution monitoring in India that manufactures Air Sampling Instruments of which one of their products is known as PM 2.5 Air Sampler. It saw an unprecedented surge in demand after a government notification was passed which required all polluting industries to start measuring this pollution parameters.
The instrument gets shipped in 3 separate boxes along with the text heavy user manual which explains how the instrument can be set up by customers themselves.
But customers after receiving the instrument would call up the company to ask for a service engineer to be sent for setting up the instrument and to show them how it runs. It was not so much of a problem for the company to extend this service in good will to their customers when the order volume were manageable, but now the order volume and delivery had increased significantly..
The company did not have adequate service engineers for this unforeseen situation.
The logical solution that the company thought was to hire a new team of installation service engineers and train them on setting up and running the instrument and respond to customer requests. This solution posed some more challenges:
Recruitment Costs- Quick manpower recruitment
Infrastructure Cost-It required heavy infrastructure investment to manage this new team
Training Cost and Time: Needed time for training the service engineers.
Time Taken: It would have taken a couple of months for it to be operational.
We understood that the process of reading from the text heavy manual and then incorporating the instructions into assembling the instrument was posing a problem because the manual was not only boring, but looked very tiresome to go through it completely and then assemble the instrument themselves. We decided to make the customer’s process of assembling the instrument themselves- FUN.
We helped the client redefine the problem from-
How can I increase my resources to provide customers the service of setting up the instrument?
How can I get the customer to set up the instrument with ease in an exciting and fun way?
We designed a two-minute game that would place the instrument parts on a virtual platform and asked the learners to assemble these parts in the correct sequence.
We made it fun and quick as the learners enjoyed dragging the parts virtually on the assembly platform and got feedback on their every action to learn the nuances. There was also a hint wizard which prompted the customer what to do, in case the learner got stuck during the assembly process..
We also included in the game a brief description of different parts of the instrument and its function to increase familiarity with the product..
As the calls started coming, the service and sales teams were trained to forward this game link to the customer and tell them that-
“The setting up of instruments is extremely easy. We created this two-minute game that once you play you will learn everything you need to know about setting up the specific instrument. We request you to kindly look at this game; it will just take two minutes of your time. If you are still not able to assemble the instrument, we will be glad to send our service engineer.”
Customers were ready to try this two-minute approach because it was quick and could result in immediate resolution of their challenge. Requests for sending service engineer was reduced drastically.
A more detailed video training was developed on maintaining and running the instrument on a dedicated new portal which the customer could use any time. This video training was sent as an accompaniment with all products shipped, thus giving the customer offline access.
1.Saved the company from hiring new team of service engineers.
2. Saved them the cost and time of training these new hires.
3. It provided immediate relief to their most pressing challenge.
4.It was estimated based on volume sales that 800 + man-hours of service engineer’s time on site was being saved/avoided by using this solution.