Client Overview
Industry
IT Management Software
Region
Global
Company Size
1,001-5,000
Featured Solution
Custom Community Gamification & Integration
About the Client
The client is a global provider of IT management, observability, database, and service management solutions. It helps organizations monitor, manage, and optimize complex hybrid IT environments. The company serves more than 300,000 customers worldwide, including 84% of Fortune 500 companies.
The Context
The client relied on mission-based activities to drive participation within its community. Members completed quizzes, polls, surveys, and interactive challenges to earn points that they could redeem through the existing community store.
After migrating to Higher Logic Vanilla, the original mission implementation could no longer support the new environment, and only limited documentation from the original implementation remained.
The client wanted to restore the complete mission experience within, securely integrate it with authentication, badges, points, and rewards, and establish a scalable foundation for long-term community engagement.
The Challenges That Limited Community Engagement
Limited Knowledge Transfer
In the previous mission system, the team relied on incomplete documentation and stakeholder discussions to understand and rebuild the entire experience.
No Native OAuth Client Support
The new platform did not support OAuth client creation, making secure authentication between the community and connected systems difficult.
No Direct Point Assignment
The platform did not support assigning community points through APIs or the database. This limited how rewards could be synchronized after mission completion.
Disconnected Rewards Ecosystem
The mission engine, community platform, rewards store, and external vendors operated independently, creating coordination and integration challenges across multiple systems.
Unsecured Community-to-Store Authentication
The existing login flow could not securely validate community users before granting access to the rewards store, increasing authentication complexity.
Restricted Access to Previous Missions
Members lost access to daily missions once new ones became available, reducing participation opportunities and affecting mission completion.
How We Built a Custom Gamification Experience in Higher Logic Vanilla
- Rebuilt LiftOff Store Mission Experience
Recreated the client’s mission-based engagement experience from limited documentation, restoring quizzes, polls, surveys, and interactive community activities.
- Engineered Secure Authentication
Designed a secure authentication workflow that validated community users before granting seamless access to the integrated rewards store.
- Integrated the Community Rewards Ecosystem
Connected Higher Logic Vanilla, the mission engine, and the LiftOff Store to synchronize member participation, rewards, and redemption.
- Customized Point Distribution
Developed a badge-driven reward mechanism to distribute community points despite platform limitations on direct point assignment.
- Coordinated Cross-System Integrations
Collaborated with multiple stakeholders and external vendors to implement integrations across the community, rewards store, and authentication systems.
- Enhanced Mission Accessibility
Introduced the Superpowers functionality, allowing members to unlock missed daily missions and complete ongoing engagement programs.
What the New Engagement Experience Delivered
The client successfully restored its mission-based engagement experience within the LiftOff Store and brought a key community capability back online. With our customized community gamification, the team securely connected missions, rewards, and the community store into a unified experience, making it easier for members to participate, earn points, and redeem rewards.
By overcoming platform constraints and complex integration challenges, Grazitti equipped the client with a scalable engagement framework that supported recurring engagement programs, strengthened member participation, and enabled the community to grow.
Engagement Highlights
250+
Members Engaged Through the First Mission
65%
Mission Completion After Implementation
78%
Community Engagement During the Pilot
134,300+
Reward Points Successfully Synced
More Than a Community Gamification Implementation
Every community platform comes with its own limitations, but those limitations should not define the member experience. Grazitti approached the project by customizing and integrating gamification into LiftOff Store’s ecosystem rather than forcing the community to adapt to it.
As a result, the client now has a flexible engagement framework that supports future initiatives without requiring a new implementation every time the community evolves.
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