Case Study: Cellular Sales achieves major sales uplifts and 90% employee engagement with Centrical

Driving Retail Sales Performance and Extreme Employee Engagement Levels with Gamification

Cellular Sales, Verizon’s largest U.S. retail partner with more than 700 stores and 5,000 retail employees, needed a sustainable way to engage a growing millennial workforce, reduce churn and drive clearer career paths. Early attempts to gamify performance failed: the initial system required heavy manual administration, surfaced only a single KPI and updated infrequently, so employees and managers struggled to stay motivated or derive actionable insights.

Restarting the “Elevate” program on GamEffective’s mobile-first, integrated gamification platform delivered automated coaching, hourly updates across nine KPIs and targeted challenges to focus behavior without sacrificing other goals. The program is now rolled out to all 5,000 employees with 90% of staff checking status at least twice weekly and ~60% daily; highly engaged employees show major uplifts—75% higher new activations, 53% more handset sales, 50% higher attachment rates, 2× more sales of focus products, 45% higher accessory sales and 2× more combo sales—while managers report more effective, data-driven coaching.

Cellular Sales

Brian Snyder

Regional Director