Case Study: Large Telecommunications Provider achieves 7X increase in BMC Remedy adoption and sustained engagement with Centrical

Using Gamification to Drive Remedy BMC Adoption

A large telecommunications provider faced almost no adoption of its new BMC Remedy IT service management system — employees weren’t using the knowledge-sharing platform, so the company engaged GameEffective to jump‑start adoption rather than focus first on change management.

GameEffective rolled out a “City Building” gamification integrated with Remedy, combining reminder emails, habit-forming incentives, individual and team challenges, and rewards for useful articles. The campaign drove a 7× increase in usage (654 articles by 121 employees), with 69% of articles created by game participants, participants producing twice as many articles as non‑participants, 836 "useful" marks, and sustained engagement months later.