Case study/ ConnctNed
Case study/ ConnectNed
ConnectNed is a business setup by ElektroNed, which is a organization for installation companies.
About 40 installation companies across the Netherlands are member of ElektroNed, which helps in harmonizing interests and business among its members.
The story
Installers were included in the charging game from the start, simply because they were asked to install chargers in people’s houses or at offices and in public. For this they would receive a one-off fee for doing so. However, they learned they often went to install charging stations at locations where they already had a relationship with the owner of this station, because they installed other equipment at their properties.
Some of these relationships even asked the installers if they could sell them charging stations. The installers would then refer to the usual CPOs who would take the relationship from there, and make the recurring revenue that comes with a charging station and charging card.
ElektroNed learned they had a very strong customer touchpoint but were sleeping whilst CPOs took their customers away from them. ElektroNed started to inquire what it would take to become an MSP and CPO themselves, enabling to sell directly to their customer base and lay claim on the recurring revenue as well.
In 2021 ElektroNed asked Deftpower to elevate them to a A-class MSP on the market, integrated with their home and office charging products, creating 360 degrees charging experience.
The challenges
- 1.
No recurring revenue from their EV charging business
ConnectNed only earned a one-off fee per charging station installation.
- 2.
Not using their strong customer relationships in the best way
They had built up strong customer relationships throughout decades but as soon as their customer needed a charger, they gave them away.
- 3.
Dependent on third party charge point operators to stay relevant
Risk of losing customers for good after referring them to third party charge point operators, because they could upsell other products ConnectNed would offer normally.
The solution
- 1.
Cement the customer touchpoint
ConnectNed initially was not aware about having a customer touchpoint but now it is clear. Any customer that in the past went to them for equipment can now also reach out to them for charging hardware. For the ConnectNed clients this consistency is very valuable.
- 2.
Bundled product offer
Owning the customer relationship leads to vast opportunities for upselling and cross-selling. Local storage, solar panels, more chargers (both AC and DC) or any equipment can come from ConnectNed. The great thing about ConnectNed is that the people also really understand the products they sell and install because they are all engineers. Hence the value here is much more than the direct sales of a charging pole or charging card.
- 3.
Care about your customer experience. The whole journey
For ConnectNed the customer journey starts when their customer decides they need charging infrastructure. ConnectNed can now step in and guide this process from A to Z. Also, when equipment needs service or maintenance ConnectNed is the party to go to and this makes the customer experience much more natural.
- 4.
Quality is king (so do your due diligence)
It might sound strange but previously electricians were sent to check on chargers which they could not monitor. Today, ConnectNed can monitor the chargers directly and 99% of the time fix issues remotely. When it comes to their MSP they previously had none, but now they deliver 360 degrees charging experience at home, at the office and at in public. Home charging sessions can be reimbursed in case these are business vehicles and in the ConnecNed charging app not working charging stations can be removed.
- 5.
APIs are the way
Before ConnectNed became an MSP and CPO they had no administrative tools. All administrations were handled by the individual installers themselves. Now, ConnectNed has their own CRM and ERP integrated with Deftpower but also integrated with their customer service. What first was done by 40 people is now done by automatically!
Of course, this was a necessary step because the sheer amount of charging transactions was too much to handle separately, but this development makes all 40 members much more efficient, allowing more time to spend with the customer. Without APIs this would not have been possible. - 6.
It is all about continues innovation: Have the future in mind!
ConnectNed clients want to move into smart charging as soon as possible. Often, they own the complete set of assets: an electric vehicle, a charging pole, solar panels and local storage. The charging costs can easily be reduced by 25% and grid congestions is not likely at all, preventing the need for high investments in the future.
Statistics
Today the ElektroNed subsidiary ConnectNed offers their customers home and office charging and a charging card and app for public charging. And this just in a matter of months the moved up the value chain and gained confidence that their decision to transform into an MSP and CPO was the right one.
ConnectNed - in their own words
"We offer the service and personal touch of a local partner, combined with the knowledge and coverage of a national player."
