Charge & Drive
Charge & Drive
Lessons from developing and operating a charge point network Cenex, 15.9.2016 Rami Syväri, Head of International Sales & Business Development, Fortum Charge & Drive
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
Transition towards Solar Economy is ongoing
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 2011. 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
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
5 LESSONS FROM THE LEADING CPO IN THE NORDICS
LESSON 1: SIMPLICITY IS KEY
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
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
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
NEW CHARGE & DRIVE INSTRUCTIONS
LESSON 2: VARIETY OF HIGH QUALITY HARDWARE
World s largest Supercharging site co-locating with Charge & Drive
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
LESSON 3: RESPONSIVE CUSTOMER SERVICE
OUTSTANDING CUSTOMER SERVICE SUPPORT CHARGE & DRIVE: INSTRUCTIONS AND CUSTOMER EXPERIENCE 24/7 multilingual Expert customer service Tag calls and review fault logs
INCOMING CALLS 2015-2016 RESPONSIVE 7000 CUSTOMER EXPERIENCE 6000 5000 Over 5000 incoming calls (July 2016) Average waiting time: 14.1 seconds. 4000 3000 2000 1000 0 jan feb mar apr maj jun jul aug sep okt nov dec 2015 2016
LESSON 4: ON-SITE AD HOC PAYMENT OPTIONS
CHARGE & DRIVE: PAYMENT OPTIONS Several payment methods Credit card through App & RFID, SMS and invoicing Enabling easy access to charging
LESSON 5: STRAIGHTFORWARD PRICING MODEL
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
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
BONUS LESSON 6: BE A LEARNING ORGANIZATION
Growing your charging business Intro: https://youtu.be/fvwgy5zbalq Web: chargedrive.com App: map.chargedrive.com Twitter: @forchargedrive Michael Warner International Sales Manager michael.warner@fortum.com +358 50 462 3371 Rami Syväri Head of International Sales & Business Development rami.syvari@fortum.com +358 40 7095566