Challenge:

• Future-proof commercial model with a new pricing model to support new services and partnerships
• Aim to capitalise on the trend towards staycations and realise long-term customer growth
• Legacy pricing model meant customers paid an annual fee for unlimited usage
• Help realise customer behaviour change to support new commercial model

Outcomes:

• New model enables 10% revenue improvement over 3 years
• 20% increase in total customer count over a 3-year period
• Ownership and management team alignment on new direction for commercial model
• End-to-end customer journey review and development of non-pricing levers to improve customer experience