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Kerris Mackley
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Enter
Onboarding Customer Journey Diagnostic Big Picture Map
People's Energy
Focused Components for Sustainable Growth
Target monthly customer growth 2024
10k
Industry Average
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Positive Customer expereince feedback Front Office
60%
Strong CX is required to maintain customer base and attract new customers, alongside being an industry regulatory requirement
Customer Channels
Key Statistics
Maintaining/Improving CX
This project aims to optimise the cost and effort of the onboarding process, alongside maintaining service all to support sustainable growth
Average cost to onboard a customer
High effort to serve limits growth and processing capacity, contributing to increased costs to facilitate growth
£78
Average cost to onboard a customer
Reducing Effort to Serve
Front Office effort for onboarding
Go to Diagnostic BPM
15%
High costs for customer aquisition limits availale resource for further aquisiton and development as the business grows
Reducing Costs to Serve
£62
Average monthly customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504
11,234
More effort to serve vs brokers monthly
306hrs
Target monthly customer growth 2024
10k
Sales Partners with Bureau structure
78%
Positive Customerfeedback Front Office
65%
Customer Channels
Average cost to onboard a customer
Than industry average
Than industry average
Than industry average
Than industry average
25%↑
8.3%↑
Servicing onboarding failure demand
44%↓
Servicing onboarding failure demand at 10k
87%↓
£78
£458k
£69k
Front Office effort for onboarding
15%
END
First Bill Received
Partner autoswitch to Peoples
Direct Sign Up via phone/ website
Partner sign up through API
Provide outstanding details
Project Summary
Customer Journey Mapping
Receive onboarding comms
Peoples Channel Analysis
Behavioural Science Assessment
Industry Onboarding Journey Analysis
Lack of positive prescence for customer research
Direct growth slower than competitors
Bureau partner higher cost than brokers, but high % of partners
Partner type strategy favouring high effort providers
Lack of sign up methods compared to industry av.
High levels of cancellation and status queries - failure demand
Reduced drop off for high effort methods, limited self-serve
Lack of comms points compared to industry av.
High cost outbound comms being utilised in journey
Different service levels across Front Office Locations
Onboarding communications driving contact & confusion
12 reoccuing information gaps identified in onboarding
Set-up highest effort element of onboarding process
1/12 query types answered in a self serve forum
Email comms driving high levels of repeat contact
Peoples
78
86
70
Av. Cost(Cust)
Average monthly contact Onboarding
Failure demand from the process limiting potential growth sustainability
Multiple information gaps for customers driving contact
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer brand perception
Onboarding Customer Journey Diagnostic
Set-Up
Sign Up
High Level Journey Diagnostic RAG Status
Pre-Sales
Sign Up
Set-Up
Pre-Sales
Peoples Strategy Focus
Peoples Strategy Focus
Research Peoples Online
SS
Diagnostic Deep Dives Further Onboarding Exploration
VOC Feedback Key Onboarding Information Gaps Identified
Outbound Customer Contact Preferences
119p
0.003p
2.5p
56%
44%
N/A
Price (p. comms) (p)
% Cust
SMS
Letter
Method
No. of Comms Methods
Ind. Average
Peoples
% of Effort Front Office Onboarding Stages
53%
Positive Feedback Rate
Team formed 2022
23 FTE, 23 Headount
SA Team - Cape Town
76%
Positive Feedback Rate
Team formed 2017
17 FTE, 19 Headount
UK Team - Rotherham
11
7.5
8%
Chat
Rep Con.
18%
6%
AHT
Phone
Contact
3%
Chat
Rep Con.
11%
2%
AHT Mins
Phone
Contact
Objection (If Required) RAG
DD Guarentee (ALL) RAG
Welcome Pack (ALL) RAG
Follow up in 63% cases
4 information gaps
Action not clear
short, but vague
ComplexityEffort Key Info Follow Up
Follow up in 3% cases
2 information gaps
Clear instruction
11 page
ComplexityEffort Key Info Follow Up
Follow up in 6% cases
Conflicting info and gaps
Core message not clear
14 pages, high detail
ComplexityEffort Key Info Follow Up
Objection
DD Guarentee
Welcome Pack
200
150
100
50
14
21
26
46
73
194
Vulnerable
COT
Partner
Price
Status
Cancellation
No. of Sign Up Methods
Ind. Average
Peoples
Drop Off Rate
Follow up in 5% cases
Info sharing varies
6 min ct, 24 wait time
Agent keys details
Sign Up Phone Call RAG
ComplexityEffort Key Info Follow Up
Drop Off Rate
Follow up in 0.9% cases
5 Information gaps
10 min completion time
11 Click through pages
Sign Up Website Tool RAG
ComplexityEffort Key Info Follow Up
Info PointsRAG
WebsiteReview Sites Marketing Social Media
N/A
77%
N/A
Partner
App
Website
19%
4%
Av % (M)
Phone
Sign Up
Av Monthly Growth Direct Customers
673
52
Ind. Average
Peoples
Jun
Oct
Sep
Aug
Jul
80
60
40
20
45
52
Direct
Av. Effort (Mins)
Av Mon. Growth
Metric
20
15
10
2022
2021
2020
Partner Onboarding
No. of Partners
63
409
45
512
78
531
Special
Broker
Bureau
Av. Effort (Mins)
Av Mon. Growth
Metric
Partner Sales
Direct Sales
Average monthly customer growth
1504
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Pre-Sales
Partner autoswitch to Peoples
Lack of positive prescence for customer research
Direct growth slower than competitors
Bureau partner processing complex and high effort
Partner type strategy misaligned with effort
Research Peoples Online
Peoples Strategy Focus
Info PointsRAG
WebsiteReview Sites Marketing Social Media
Av Monthly Growth Direct Customers
673
52
Ind. Average
Peoples
Jun
Oct
Sep
Aug
Jul
80
60
40
20
45
52
Direct
Av. Effort (Mins)
Av Mon. Growth
Metric
20
15
10
2022
2021
2020
Partner Onboarding
No. of Partners
63
409
45
512
78
531
Special
Broker
Bureau
Av. Effort (Mins)
Av Mon. Growth
Metric
Partner Sales
Direct Sales
Average monthly customer growth
1504
Direct Sign Up via phone/ website
Partner sign up through API
Lack of sign up methods compared to industry av.
Challenges in existing sign up methods for customers
Peoples Strategy Focus
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
No. of Sign Up Methods
Ind. Average
Peoples
Drop Off Rate
Follow up in 5% cases
Info sharing varies
6 min ct, 24 wait time
Agent keys details
Sign Up Phone Call RAG
ComplexityEffort Key Info Follow Up
Drop Off Rate
Follow up in 0.9% cases
5 Information gaps
10 min completion time
11 Click through pages
Sign Up Website Tool RAG
ComplexityEffort Key Info Follow Up
N/A
77%
N/A
Partner
App
Website
19%
4%
Av % (M)
Phone
Sign Up
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Sign Up
Average monthly customer growth
1504
END
First Bill Received
Provide outstanding details
Receive onboarding comms
High levels of cancellation and status queries
Lack of comms points compared to industry av.
High cost outbound comms being utilised in journey
Different service levels across Front Office Locations
Onboarding communications driving contact & confusion
Set-up highest effort element of onboarding process
Email comms driving high levels of repeat contact
29
200
150
100
50
14
26
46
73
194
Vulnerable
COT
Partner
Price
Status
Cancellation
76%
Outbound Customer Contact Preferences
119p
0.003p
2.5p
56%
44%
N/A
Price (p. comms) (p)
% Cust
SMS
Letter
Method
Target monthly customer growth 2024
10k
No. of Comms Methods
Ind. Average
Peoples
Outstanding onboarding email tickets
% of Effort Front Office Onboarding Stages
53%
Positive Feedback Rate
1.1k
Team formed 2022
23 FTE, 23 Headount
SA Team - Cape Town
Positive Customer expereince feedback Front Office
Positive Feedback Rate
Team formed 2017
17 FTE, 19 Headount
UK Team - Rotherham
65%
Objection (If Required) RAG
DD Guarentee (ALL) RAG
Welcome Pack (ALL) RAG
Follow up in 63% cases
4 information gaps
Action not clear
short, but vague
Customer Channels
ComplexityEffort Key Info Follow Up
Follow up in 3% cases
2 information gaps
Clear instruction
11 page
Average cost to onboard a customer
ComplexityEffort Key Info Follow Up
Follow up in 6% cases
Conflicting info and gaps
Core message not clear
£78
14 pages, high detail
Front Office effort for onboarding
ComplexityEffort Key Info Follow Up
Objection
15%
DD Guarentee
Welcome Pack
194
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Set Up
Average monthly customer growth
1504
VOC Feedback Key Onboarding Information Gaps Identified
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
VOC
Average monthly customer growth
1504
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504
Target monthly customer growth 2024
10k
Outstanding onboarding email tickets
1.1k
Positive Customer expereince feedback Front Office
65%
Customer Channels
Average cost to onboard a customer
£78
Front Office effort for onboarding
15%
Failute demand from the process limiting readiness for growth
Multiple information gaps for customers driving demand
High effort in servicing customers at Set-up for standard requests
Limited sign up options with high customer effort and drop off
Partner growth strategy increasing effort and costs to serve
Pre-sales weaknesses limiting direct customer growth
Onboarding Customer Journey Diagnostic
Average monthly customer growth
1504