Challenge:

• Cost-plus pricing approach in which inaccurate estimates provided, resulting in bill shock and difficult customer conversations
• Itemised pricing created greater admin complexity for staff
• Current approach undervalued services and skills, with a greater focus given to the cost of consumables

Outcomes:

• Introduction of the new structure helped recover annual revenue leakage of around 3 – 5% of revenues
• Changes made in the UK with plans to roll out the new structure in other European markets
• Streamlined structure resulted in confidence in price estimation thereby improving competitiveness
• More consistent & fairer charging resulting in a better customer experience
• Reduces mis-charges and drives operational efficiencies