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Transcript

1504

Average monthly customer growth

Direct Sales

Partner Sales

Metric

Av Mon. Growth

Av. Effort (Mins)

Bureau

Broker

Special

531

78

512

45

409

63

No. of Partners

Partner Onboarding

2020

2021

2022

5

10

15

20

0

Metric

Av Mon. Growth

Av. Effort (Mins)

Direct

52

45

20

40

60

80

0

Jul

Aug

Sep

Oct

Jun

Peoples

Ind. Average

52

673

Av Monthly Growth Direct Customers

Sign Up

Phone

Av % (M)

4%

19%

Website

Email

App

Partner

N/A

77%

N/A

WebsiteReview SitesMarketingSocial Media

Info PointsRAG

X

ComplexityEffortKey InfoFollow Up

Sign Up Website Tool RAG

11 Click through pages

10 min completion time

5 Information gaps

Follow up in 0.9% cases

Drop Off Rate

ComplexityEffortKey InfoFollow Up

Sign Up Phone Call RAG

Agent keys details

6 min ct, 24 wait time

Info sharing varies

Follow up in 5% cases

Drop Off Rate

Peoples

Ind. Average

3

6

No. of Sign Up Methods

Cancellation

Status

Price

Partner

COT

Vulnerable

194

73

46

26

21

14

50

100

150

200

0

Welcome Pack

DD Guarentee

Objection

ComplexityEffortKey InfoFollow Up

14 pages, high detail

Core message not clear

Conflicting info and gaps

Follow up in 6% cases

ComplexityEffortKey InfoFollow Up

11 page

Clear instruction

2 information gaps

Follow up in 3% cases

ComplexityEffortKey InfoFollow Up

short, but vague

Action not clear

4 information gaps

Follow up in 63% cases

Welcome Pack (ALL) RAG

DD Guarentee (ALL) RAG

Objection (If Required) RAG

Contact

Phone

AHTMins

2%

11%

Email

Rep Con.

Chat

3%

Contact

Phone

AHT

6%

18%

Email

Rep Con.

Chat

8%

7.5

4

5

11

5

4

UK Team - Rotherham

17 FTE, 19 Headount

Team formed 2017

Positive Feedback Rate

76%

SA Team - Cape Town

23 FTE, 23 Headount

Team formed 2022

Positive Feedback Rate

53%

% of Effort Front Office Onboarding Stages

Peoples

Ind. Average

5

9

No. of Comms Methods

Method

Letter

Email

SMS

% Cust

Price (p. comms) (p)

N/A

44%

56%

2.5p

0.003p

119p

Outbound Customer Contact Preferences

VOC FeedbackKey Onboarding Information Gaps Identified

Diagnostic Deep DivesFurther Onboarding Exploration

PeoplesStrategy Focus

PeoplesStrategy Focus

SS

Research Peoples Online

Email comms driving high levels of repeat contact

1/12 query types answered in a self serve forum

Set-up highest effort element of onboarding process

12 reoccuing information gaps identified in onboarding

Onboarding communications driving contact & confusion

Different service levels across Front Office Locations

High cost outbound comms being utilised in journey

Lack of comms points compared to industry av.

Challenges in existing sign up methods for customers

High levels of cancellation and status queries

Lack of sign up methods compared to industry av.

Partner type strategy misaligned with effort

Bureau partner processing complex and high effort

Direct growth slower than competitors

Lack of positive prescence for customer research

Industry Onboarding Journey Analysis

Behavioural Science Assessment

Peoples Channel Analysis

Receive onboarding comms

Customer Journey Mapping

Project Summary

Provide outstanding details

Partner sign up through API

Direct Sign Up via phone/ website

Partner autoswitch to Peoples

First Bill Received

END

Pre-Sales

Set-Up

Sign Up

Pre-Sales

High Level JourneyDiagnostic RAG Status

Sign Up

Set-Up

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving contact

Failure demand from the process limiting readiness for growth

Average monthly contact Onboarding

Problems to Solve:Scalable growth without:High costBad customer service Low customer effort (Self-serve)

Need to refine the insights and bring out the "so-what"/ what new information / synthesis are we picking up that will help the overall narrative. Increase value by using comparative and corelative analysis - e.g.. is cost of acquisition low or high, Hone in specifically on client problem to solve(growth) and create value for the client

Have a common thread across BPM which is directly related to the problem to solve. Make the insights more punchy with numbers and use them to join the narrative together. It has all the key data points to create a strong narrative for problem to solve - strong foundations to build on

1504

Average monthly customer growth

Direct Sales

Partner Sales

Metric

Av Mon. Growth

Av. Effort (Mins)

Bureau

Broker

Special

531

78

512

45

409

63

No. of Partners

Partner Onboarding

2020

2021

2022

5

10

15

20

0

Metric

Av Mon. Growth

Av. Effort (Mins)

Direct

52

45

20

40

60

80

0

Jul

Aug

Sep

Oct

Jun

Peoples

Ind. Average

52

673

Av Monthly Growth Direct Customers

WebsiteReview SitesMarketingSocial Media

Info PointsRAG

X

PeoplesStrategy Focus

Research Peoples Online

Partner type strategy misaligned with effort

Bureau partner processing complex and high effort

Direct growth slower than competitors

Lack of positive prescence for customer research

Partner autoswitch to Peoples

Pre-Sales

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

1504

Average monthly customer growth

15%

Front Office effort for onboarding

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Reducing Effort to Serve

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

£78

High effort to serve limits growth and processing capacity, contributing to increased costs to facilitate growth

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Average cost to onboard a customer

Failute demand from the process limiting readiness for growth

Maintaining/Improving CX

Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh

09/07/20

5

Customer Channels

10/07/20

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

09/07/20

10k

Target monthly customer growth 2024

Reducing Costs to Serve

High costs for customer aquisition limits availale resource for further aquisiton and development as the business grows

1504

Average monthly customer growth

Sign Up

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

Sign Up

Phone

Av % (M)

4%

19%

Website

Email

App

Partner

N/A

77%

N/A

ComplexityEffortKey InfoFollow Up

Sign Up Website Tool RAG

11 Click through pages

10 min completion time

5 Information gaps

Follow up in 0.9% cases

Drop Off Rate

ComplexityEffortKey InfoFollow Up

Sign Up Phone Call RAG

Agent keys details

6 min ct, 24 wait time

Info sharing varies

Follow up in 5% cases

Drop Off Rate

Peoples

Ind. Average

3

6

No. of Sign Up Methods

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

PeoplesStrategy Focus

Challenges in existing sign up methods for customers

Lack of sign up methods compared to industry av.

Partner sign up through API

Direct Sign Up via phone/ website

1504

Average monthly customer growth

Set Up

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

194

Welcome Pack

DD Guarentee

15%

Objection

ComplexityEffortKey InfoFollow Up

Front Office effort for onboarding

14 pages, high detail

£78

Core message not clear

Conflicting info and gaps

Follow up in 6% cases

ComplexityEffortKey InfoFollow Up

Average cost to onboard a customer

11 page

Clear instruction

2 information gaps

Follow up in 3% cases

ComplexityEffortKey InfoFollow Up

5

Customer Channels

short, but vague

Action not clear

4 information gaps

Follow up in 63% cases

Welcome Pack (ALL) RAG

DD Guarentee (ALL) RAG

Objection (If Required) RAG

65%

UK Team - Rotherham

17 FTE, 19 Headount

Team formed 2017

Positive Feedback Rate

Positive Customer expereince feedback Front Office

SA Team - Cape Town

23 FTE, 23 Headount

Team formed 2022

1.1k

Positive Feedback Rate

53%

% of Effort Front Office Onboarding Stages

Outstanding onboarding email tickets

Peoples

Ind. Average

5

9

No. of Comms Methods

10k

Target monthly customer growth 2024

Method

Letter

Email

SMS

% Cust

Price (p. comms) (p)

N/A

44%

56%

2.5p

0.003p

119p

Outbound Customer Contact Preferences

76%

Cancellation

Status

Price

Partner

COT

Vulnerable

194

73

46

26

14

50

100

150

200

0

29

Email comms driving high levels of repeat contact

Set-up highest effort element of onboarding process

Onboarding communications driving contact & confusion

Different service levels across Front Office Locations

High cost outbound comms being utilised in journey

Lack of comms points compared to industry av.

High levels of cancellation and status queries

Receive onboarding comms

Provide outstanding details

First Bill Received

END

1504

Average monthly customer growth

VOC

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

VOC FeedbackKey Onboarding Information Gaps Identified

1504

Average monthly customer growth

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

1504

Average monthly customer growth

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

1504

Average monthly customer growth

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

1504

Average monthly customer growth

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024

1504

Average monthly customer growth

Onboarding Customer Journey Diagnostic

Pre-sales weaknesses limiting direct customer growth

Partner growth strategy increasing effort and costs to serve

Limited sign up options with high customer effort and drop off

High effort in servicing customers at Set-up for standard requests

Multiple information gaps for customers driving demand

Failute demand from the process limiting readiness for growth

15%

Front Office effort for onboarding

£78

Average cost to onboard a customer

5

Customer Channels

65%

Positive Customer expereince feedback Front Office

1.1k

Outstanding onboarding email tickets

10k

Target monthly customer growth 2024