01 Background
Bemo, the eMobility Service Provider subsidiary of TotalEnergies, was scaling its B2C user base across Europe. Every charging session and every mobility card in the field generated its own support load: activation questions, charging disputes, network coverage gaps. A growing customer base needed a service organisation that could grow with it.
02 The brief
Structure the customer service operation for Bemo's B2C base, from scratch. Define the team shape and the roles, design the workflows from first contact to resolution, and build the data layer that turns every ticket into a signal the business can act on.
03 The solution
A consulting engagement embedded inside the Bemo team. B One brought customer support specialists to operate the front line during the ramp-up and a data analyst to stand up the reporting layer and surface recurring friction. The objective was always the same: hand back a service that holds on its own.
The customer
Service, structured for B2C.
At B2C scale, every contact has to land somewhere. The service desk is designed so customers are heard, routed and resolved — consistently, at volume.
The pillars
Three pillars, for service that scales.
/01
Organisation, put on paper.
Team shape, roles, ownership, escalation paths. The pieces a B2C support operation needs in writing before it can grow.
/02
Data, that talks back.
A data layer that turns every ticket into a signal: recurring themes, root causes, friction by network or by partner. The team stops guessing.
/03
Front line, on its own feet.
Workflows scripted, tone of voice agreed, tooling handed over. By the end of the engagement the service runs without us.
Scope of work