Leading a cross-functional team with representation from several SHV Energy businesses, including Calor Ireland, we facilitated several workshops where we mapped the current (as is) and future (to be) journeys. This allowed us to gain a deep understanding of our current customer journey and processes, as a starting point to create a more optimised experience.
We made it a priority to capture the voice of the customer. Gaining insights from domestic customers’ onboarding experience enabled us to identify those key moments of truth and pain points. We achieved this by initiating a Net Promoter score (NPS) survey after customers had received their first fills and facilitated a focus group with a small number of customers, allowing us to corroborate the findings from our workshops. The key takeaway from these sessions was that, while customers are satisfied with the onboarding experience, our internal process is overly manual and unsustainable for growth.
A small working group was formed and an action register was established. The output from our workshops and customer focus group resulted in 30 improvements across our people, technology and processes. Initiatives implemented include sales training and improved scripting for lead qualification for our Home Energy Support teams, an improved two-hour speed of response to contact new leads, introducing WhatsApp as an additional customer channel and an augmented reality tank siting to enable a new seamless process for our customers.
We are also developing an onboarding dashboard, which will allow us to track new customers along each stage of their onboarding journey and identify if we have further pain points or bottlenecks in our journey. This enhanced oversight will also help in our drive to continuously improve and refine processes. A specific target in this context is to reduce the time from a contract signed to first fill from 60 days to 45 days.
"We are creating scalable customer journeys through a combination of clear ownership, effective processes and successful onboarding."
Louise Carrick
Head of Marketing & Customer Experience, Calor, Republic of Ireland
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