Who?
A large oil and gas firm was looking to drive operational efficiency throughout their EV charging network, particularly its onboarding of B2C customers.
The challenge
However:
- Objective insight into the key levers of the B2C team were missing
- An understanding of business performance was difficult to obtain
- Systems were not aligned to business needs, and operational and reporting processes were inconsistently applied
- There were no clear requirements in the business around people, reviews or systems, creating a confused and siloed environment.
How we helped
Like our client, we care passionately about making our immediate and wider world a better place and we’re well placed to drive forward a powerful sustainability and social value agenda. We sat down with experts in the company to better understand their business and the challenges facing them to drive the initial insights for the diagnostic.
Actions were prioritised by identifying both the Voice of the Customer and the Business and seeking out existing data around key processes. Where gaps were highlighted, further analysis was carried out. This analysis focused on the demand flow of volume and capacity of the team, high-level process mapping, team size & skill requirements as well as performance huddles.
All these activities allowed us to gather essential management intelligence and detailed analysis of the IT systems being used. It also clearly exposed operational difficulties, lead time issues and their impacts on customers.
Outcomes
Our Operational Diagnosis of our clients’ key revenue generating team provided an independent, objective assessment and performance insight that hadn’t existed in the business before.
The analysis also developed a clear picture of customer priorities, allowing for the formation of a strategic view that had been muddled due to inconsistent reporting and processes.
The diagnostic created a foundation and framework for the launching of 12 improvement projects, each addressing issues around margin, lead times to service customer, and customer attrition, with positive effects on revenue generation.
With our help, our client is now better placed to continue their pioneering work with the world’s leading vehicle manufacturers and help more EV drivers to charge at home, at work and on the go.
