Chargefox:

Reducing costs while improving the customer experience

Chargefox is Australia’s largest and fastest growing electric vehicle charging network.

The company manages more than 10,000 charge sessions per month, and someone plugs into the Chargefox network once every minute.

The challenge

Like many start-ups, Chargefox’s rapid growth and innovation-centric business model have come at the cost of unintentional complexity in the user experience.

This complexity was driving significant call volume to the contact centre, and there were concerns that these volumes would not be scalable to the rate of estimated future EV adoption and business growth.

This led Chargefox to seek opportunities to reduce demand for call centre services. Due to constraints in the contact centre’s Zendesk environment, the operations team had minimal data on the specific issues causing these calls. This made it difficult to know which issues to address, and the best methods for doing so.

The solution

CI&T worked with the Chargefox team to undertake an in-depth research project consisting of the following steps:

> Identify the opportunities and desirable outcomes of the research activities;

> Create a spreadsheet detailing every call placed over a six month period;

> Manually review and tag 1,500 operator call comments by issue type;

> Listen to a subset of each call issue type, totalling 101 calls

> Run stakeholder workshops to generate potential solutions for each call type

> Assess the technical feasibility and commercial viability of each solution

> Create a list of 13 recommended solutions using an impact effort matrix