Fleetcor: An experience strategy to unite payments and mobility
Fleetcor is an NYSE-listed global business payments and spend management company.
They asked and jump to unlock the power of experience design and accelerate customer-centric innovation to win in the sector.
To find a robust answer with targeted, practical recommendations, we audited the end-to-end customer experience, ran a digital benchmark to assess Fleetcor’s digital properties in its and adjacent sectors, and facilitated sessions with the leadership team to unite the business around a compelling future vision.
Services
Insight and data mining
Experience audit
Customer journey mapping
Digital Benchmarking
Vision and future crafting
Experience Strategy and Roadmap
and jump bought creativity, energy and evidence to unite the business around one voice.
Phil Iley, VP Digital Innovation, Fleetcor
Benchmarked relevant organisations to provide a framework for growth
Using our experience framework, we audited the current digital experience. This highlighted how fuel providers stacked up against competitors. It wasn’t pretty.
We identified best-in-class examples to inspire leadership. Then delivered a set of practical recommendations to take the business forward.
33
Number of competitors we benchmarked across fuel payments, fintechs and EV charge providers. We always go the extra mile or, in this case, the extra browser tab.
20
The companies we looked at were rated poor/mediocre.Time to invest in design, guys!(Seriously though, you should)
7/10
Top of the pops were the Fintechs. These digital Ed Sheerans gave us 7 of the top 10 performers and lots of food for thought.
Energised and united the business around a new vision
Armed with insight, we developed vision workshops for leadership and management to think creatively about the sector's future and what value Fleetcor can provide for its customers going forward.
30
The number of people we interviewed across the business. From the CEO to the janitor, we spoke to everyone.*
Selling litres will no longer be enough. The future means the ability to provide intelligent payment and mobility services for businesses on the go.
Our next-gen fleet vision for Fleetcor reflected this future and gave the business a new purpose to unite around.
The new vision
Fleetcor promises to help customers maximise performance and transition to a multi-fuel world.
Mapped thecustomer experience
We mapped the end-to-end experience across the four business regions to highlight strengths and expose weaknesses. We overlaid the internal activities to show the gaps and where the opportunities lie to achieve our new digital vision.
04
The business regions were mapped from the UK, through central and Eastern Europe and then to Australia. That’s a lot of virtual travelling!
05
Bold moves to affect real change. That’s like 1 step for mankind and 4 more for the fuel payments sector.
There is no point in having a strategy without making it real. We brought top-priority opportunities to life by showing the value of making change.
Put the strategy into action
*We didn’t really speak to the janitor, only because janitors don’t exist anymore. Everything is outsourced these days.
Results
1
New digital vision
2
New experience strategy
3
Increase in business value
Let’s start something special
and jump has helped businesses of all shapes and sizes grow— from small innovations to big bangs.
Whatever your needs, we are here to help. Change doesn't have to be scary.