Context
As demand for electric mobility grows, utilities are expanding their offerings to include charging solutions for electric vehicles. However, one major utility was facing significant challenges in optimising its sales and implementation processes for charging stations.
The company was struggling with a low conversion rate, with many potential customers abandoning the purchase process before completing it. In addition, its value chain was fragmented across different market segments (B2C, SME and Small Office/Home Office), leading to inefficiencies in installation, billing and after-sales service. To address these challenges, Intysify was engaged to analyze and improve the client's e-mobility business strategy, ensuring a smoother customer journey and a more efficient operational structure.
The primary objective was to optimize the sales and implementation process for EV charging stations, addressing bottlenecks in both customer engagement and technical operations. Key expected outcomes included identifying and resolving pain points in the customer journey, but also streamlining internal coordination between sales, installers and operators. Accelerating installation lead times and improving incident management were also key points of the mission, as well as developing a structured business plan to increase adoption rates.
Our impact.
To achieve this, our consultants conducted a deep dive into market trends and internal processes to identify key barriers to customer adoption. They benchmarked best practices from leading energy companies to develop a strategic framework tailored to the client's specific challenges.
Our consultants then designed and implemented a structured business plan to improve sales and operations. This included optimising the coordination of key stakeholders such as installers, operators and suppliers to ensure seamless execution from sales to service delivery. Recognizing the importance of customer support and post-installation service, our consultants then introduced enhanced technical issue management solutions. These improvements ensured faster resolution of charging terminal issues and a more efficient billing process.
Thanks to Intysify's expertise in operational strategy and customer experience improvement, the client was able to improve its conversion rates across B2C, B2B and SME segments, as well as its installation efficiency, reducing lead times. It also improved customer satisfaction with smoother interactions from purchase to after-sales service.
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