Tripling an EV platform's customer base while cutting support calls in half.
EV charger installations at FPL were opaque: 55% of customers called support at least once, and every call cost real money across 6M consumer accounts.
The platform managed the entire installation lifecycle — application, contractor coordination, commissioning — but customers couldn't see where they stood. I owned the product end-to-end: strategy, roadmap, and delivery with engineering, design, and the utility's operations teams.
EV Status Tracker
A "pizza-tracker" view of installation progress with pending requirements surfaced. Call mentions dropped to 7–37 a month after launch.
EVolution enrollment flow
Rebuilt qualification and disqualifier messaging — webform referrals fell 82% (370 → 66 per month) while enrollment accelerated.
Proactive SMS updates
Timely installation-process texts that resolved issues before customers picked up the phone.
Self-service FAQ repository
A single source of truth that absorbed 3x customer growth without proportional support headcount.
