Lessons from developing and operating a charge point network
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1 Charge & Drive
2 Charge & Drive
3 Lessons from developing and operating a charge point network Cenex, Rami Syväri, Head of International Sales & Business Development, Fortum Charge & Drive
4 Fortum Corporation One of the leading energy providers in the Nordic region, the Baltic States and Russia Listed on Nasdaq OMX Helsinki since 1998 Generation and Sales of electricity and heat Developing and investing also in solar power, wave power, smart home solutions and emobility Norwa y Swede n Finlan d Estoni a Latvia Russia Lithuania Key figures 2015 Great Britain Poland Sales Comparable operating profit EUR 3.5 bn EUR 0.9 bn India Personnel 7,835
5 Transition towards Solar Economy is ongoing
6 Charge & Drive Full Service Electric Vehicle Charging Operator Build on extensive experience in Norway, Sweden and Finland. R&D since the 80s. Commercialized as Charge & Drive in Services applicable for any charging network and service provider. Runs business with any IP-connected EV-chargers. Charge & Drive the cloud-based business system Customer experience, infrastructure and business management Nordic Public Charging Network Leading charging operator in the Nordics Turn-key charging solutions for B2B and B2G From planning and hardware to services and a mobile web apps. Trusted and used by brands such as
7 Cloud Service Backed by Learnings from the Nordics Leading EV charging operator with over 800 smart chargers, including close to 300 quick chargers in Norway, Sweden and Finland (map.chargedrive.com) Home market with three countries languages currencies tax systems within and outside the EU
8 5 LESSONS FROM THE LEADING CPO IN THE NORDICS
9 LESSON 1: SIMPLICITY IS KEY
10 SUPERB USER EXPERIENCE CHARGE & DRIVE: The Cloud Based Charging Business System Customer experience Customer app, with map and payment functionality. Also SMS & RFID payment Mypages for user account management and charging history with receipts
11 USER ACCOUNT MANAGEMENT ACCOUNT MANAGEMENT FOR OVERVIEW OF CHARGING HISTORY REPORTS AND DATA EXPORT TO EXCEL LOCATION OF CHARGERS FILTER CHARGERS BASED ON PLUG OR STATUS NAVIGATE TO CHARGERS CREDIT CARD BASED PAYMENT FUNCTIONALITY
12 CLEAR GUIDANCE CHARGE & DRIVE: CLEAR AND RIGHT TO THE POINT INSTRUCTIONS Way too long instructions keep customers from reading it They are usually looking for effective and accessible instructions
13 NEW CHARGE & DRIVE INSTRUCTIONS
14 LESSON 2: VARIETY OF HIGH QUALITY HARDWARE
15 World s largest Supercharging site co-locating with Charge & Drive
16 Double life time costs For low quality charging stations, maintenance costs are double (or even more) in comparison with the actual cost of the device. *Source: 5 ways to considerably lower OPEX costs for EV charging networks Aalto University & Chago, May 2016
17 LESSON 3: RESPONSIVE CUSTOMER SERVICE
18 OUTSTANDING CUSTOMER SERVICE SUPPORT CHARGE & DRIVE: INSTRUCTIONS AND CUSTOMER EXPERIENCE 24/7 multilingual Expert customer service Tag calls and review fault logs
19 INCOMING CALLS RESPONSIVE 7000 CUSTOMER EXPERIENCE Over 5000 incoming calls (July 2016) Average waiting time: 14.1 seconds jan feb mar apr maj jun jul aug sep okt nov dec
20 LESSON 4: ON-SITE AD HOC PAYMENT OPTIONS
21 CHARGE & DRIVE: PAYMENT OPTIONS Several payment methods Credit card through App & RFID, SMS and invoicing Enabling easy access to charging
22 LESSON 5: STRAIGHTFORWARD PRICING MODEL
23 PRICING MODEL SIMPLE & WELL COMMUNICATED CHARGE & DRIVE: PRICING MODEL Consumer trends move towards simpler and hassle-free experiences Being clear on what users are paying for
24 TAKE ON BUSINESS MODELS RAPID CHARGER PRICING per kwh Gets cheaper while charging Keeps charger occupied Lowers effective utilization of chargers Lowers customer satisfaction per minute Gets more expensive while charging Frees the chargers Increases effective utilization of chargers Increases customer satisfaction
25 BONUS LESSON 6: BE A LEARNING ORGANIZATION
26 Growing your charging business Intro: Web: chargedrive.com App: map.chargedrive.com Michael Warner International Sales Manager Rami Syväri Head of International Sales & Business Development
We are the largest electricity retailer in the Nordics with 2.4 million customers. And one of the leading heat producers globally
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