MAKE partnered with the Momentum Energy customer experience team over two projects, to help them develop, launch and scale their offerings for business customers.
In 2021, we partnered with Momentum, taking a customer-led approach to develop, prototype and test a brand-new offering to meet the needs of small to medium enterprise businesses (SMEs) while maintaining the spirit of Momentum’s unique feel-good brand.
Stakeholder engagement and collaboration throughout the project ensured that insights and project deliverables were truly owned by the Momentum team, who led the implementation of the project launch roadmap. The product launched less than two months after project completion!
Three years later, with the SME offering growing, MAKE and Momentum collaborated again to develop a cohesive strategy for Momentum’s business offerings for both SMEs and large enterprises.
Momentum were interested in exploring how aligning their SME team and enterprise business team could create a more seamless and easily understood offering for all of their business customers.
Working in a blended MAKE-Momentum team that included members of the customer experience, SME, enterprise business and billing teams, the project approach was designed to include internal engagement and customer research.
Internal engagement tapped into organisational knowledge to identify opportunities, needs and pain points for customers and Momentum employees. A range of concepts and prototypes were developed, to be tested with customers and assessed by Momentum teams for feasibility and implementation.
By considering internal and customer perspectives throughout the design process, we not only built a deeper understanding of challenges, but we also ensured that the teams who would deliver the solutions felt a sense of ownership and were invested in its success.
“The service design work was critical to gaining stakeholder buy in and supported the business case to get the Business Customer Uplift Program off the ground. It's a 3-year program underpinned by the key recommendations from the service design work with MAKE. It will deliver a better customer experience as well as better work for our team members.”
– Olivia Hudson, General Manager, Product and Marketing at Momentum Energy
By taking a holistic view of business customers and considering their needs rather than their contract type, we identified new ways of thinking about how to best serve them.
We identified that the key to success was investment in systems to enable highly skilled customer service teams to build relationships, take a strategic partner role and solve complex problems for customers.
Visual metaphors and storytelling were used to build empathy for business and customer experience pain points and make compelling recommendations that could be easily shared throughout the business to build support for the next steps.
Since the project with MAKE finished, Momentum has set up a stand-alone program of work called the Business Customer Uplift Program. They are about to deliver phase one of four phases of work. This phase includes foundations for business customers - including pipeline management, a new pricing platform, document management, contract management uplift and customer onboarding - all foundational pieces that set Momentum’s business customers team up for scale and success.
