Achievements & key learnings

yound lady charing her vehicle
Implementation in Birmingham - NEC - Image source: bp corporate website

Achievements

Customer care calls

-10%

Customer care calls decreased by at least 10% where the new designs were applied (saving several sterling pounds per call).

Short-term impact

Long-term impact

Learnings

The project required high effort considering its short-term impact.

Time to communicate, and effort for change management were higher than anticipated due to conflicting business objectives across stakeholders, and siloed processes.

Next case study:
Carrefour ommichannel commerce

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