Home › Success Stories › Transformative partnership: Plug Me In and Jumptech unite to transform customer experience Transformative partnership: Plug Me In and Jumptech unite to transform customer experience Thanks to a partnership with Jumptech, Plug Me In has elevated customer experiences by simplifying processes, streamlining collaboration with partners, and personalising customer journeys. Ian Rowands Operations Director Be part of the force for change How Jumptech helped Plug Me In seamlessly integrate processes and people to elevate the customer experience to new heights. Plug Me In, a leading provider of smart EV charging infrastructure in the U.K., supports customers and businesses in their transition away from internal combustion engine (ICE) vehicles. As part of the Calisen Group — whose strategic goal is to invest in, own and operate smart critical infrastructure to enable the U.K. to meet its net zero targets — Plug Me In is not just a provider of energy tech solutions, but a partner in their customers’ success. Specialists in installing EV charge points for both homes and businesses, Plug Me In also advises and guides customers throughout the whole installation journey and beyond — from planning to installation and ongoing maintenance. With a 24/7 customer support centre and a rapid on-site call out if needed, Plug Me In’s customers will always have the support they need for any queries and issues. Challenge:Disjointed collaboration and integration processes Several obstacles impacted Plug Me In’s efficiency, including time-consuming and uncoordinated upfront survey processes for installations, and inefficient and complex integration processes that impeded their work with new partners. The team lacked the means of providing tailored customer journeys to larger clients that required specific messaging and branding. Collectively, these challenges resulted in disjointed processes. Solution:Consolidated processes and customised experiences with Jumptech Jumptech’s platform seamlessly integrated with Plug Me In’s team of surveyors, enabling a customised upfront survey process and empowering the team to efficiently handle the planning process on each customer’s behalf. Collaboration with new partners also became fast and effortless with a simplified integration process that requires only a few clicks to complete, guaranteeing a seamless workflow for Plug Me In and their partners. Finally, Jumptech enabled Plug Me In to create bespoke customer journeys tailored to their larger clients’ specific needs. This feature enables the team to deliver customised messages and branding to their customers, enhancing the overall customer experience. Plug Me In’s overall experience working with Jumptech and their customer support team has been exceptional. The Jumptech team has been supportive, engaged, and responsive to Plug Me In’s feedback. They have demonstrated a deep understanding of the evolving market and the need for continuous product development to meet industry requirements. Using Jumptech across multiple teams is so seamless and easy. The surveys are sent to complete by our non-technical team, the results, DNO application, and quotes are prepared by our support team, and then jobs are scheduled with the field team. The fact that every interaction on a job is updated in real-time means that we can always see the status and progress of the customer’s application. Ian Rowands Operations Director Integrated processes and optimised partner collaborations transform customer experiences Jumptech automated customer communications throughout the installation journey, keeping them informed about the process and next steps. Customised upfront survey processes and the ability to share customer details with the survey team simplified planning and management. With just a few clicks, seamless collaboration with Jumptech’s existing customers can be enabled. Jumptech integrated with Stripe’s payment solution to streamline invoicing and enable direct payment processing. Bespoke customer journeys are enabled with customised messaging and branding. Straightforward mobilisation of contracts and joint go-to-market offers are enabled by the Jumptech platform. Customer feedback on the partnership with Jumptech has been overwhelmingly positive. Plug Me In’s clients value the automated communications that keep them informed and guide them through their journey. Jumptech’s seamless and intuitive platform enables Plug Me In’s customers to interact directly with the company to address any enquiries or concerns. You may also be interested in View all 85% increase in monthly charge point installations How Jumptech helped Sync EV realise their potential Read more How Jumptech transformed We Power Your Car’s installation management processes to fuel fourfold business growth Read more How Mr Charger expanded its franchise network, customer base growth, and delivery of premium customer service. Read more Be part of the force for change