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