Customer Success at MobilityPlus

More than a helpdesk — a partner in your e-mobility

In practice, the CS team acts as the central hub between the client and the entire internal organisation — technical, billing, operations, and management.

Core Activities

Relationship management & retention — proactive contact with corporate clients (50+ vehicles), NPS follow-up, periodic check-ins, contract renewals.
Escalation management — capturing and coordinating complaints, invoice disputes, and contract analysis in cases of conflict.
Onboarding & adoption — getting new clients up and running, informing drivers through multilingual communication, and driving platform usage.
Internal coordination — acting as the voice of the client by pushing technical, billing, and support teams internally to resolve issues structurally.
Reporting & insight — converting client data into actionable steps using tools such as Metabase, NPS surveys, and Notion dashboards.

What Sets MobilityPlus Apart from Other Players?

Dedicated CSM per client — many CPOs offer only a support inbox. A dedicated contact person with knowledge of the client's history is rare in this sector.
Proactive follow-up — where the industry is reactive, MobilityPlus opts for proactive follow-up — before clients even need to reach out.
MSP layer on top of CPO — hardware/network management is combined with a service wrapper. Competitors are often purely technical or purely commercial.
Managed service for home chargers — reimbursement, OCPP integration, driver support: this is complex, and few players handle it well.

Customer Success at MobilityPlus — What to Expect as a Client

The Reality in the EV Charging Sector

Most providers of charging infrastructure are technology companies. They deliver hardware, activate an OCPP connection, and then largely leave you to manage on your own. When a charger breaks down, an invoice is incorrect, or a driver does not receive reimbursement at home, you end up in a ticketing system with no clear point of contact.

At MobilityPlus, we deliberately choose a different approach.

Your Dedicated Customer Success Manager

From the outset, you are assigned one contact person who knows your organisation — your fleet, your contractual agreements, your pain points.

No call centre, no rotating agents, no need to repeat your story every time.

Your CSM acts as your internal advocate at MobilityPlus: coordinating technical, billing, and operations teams so you do not have to.

Proactive, Not Reactive

We do not wait for you to call. Our Customer Success Managers monitor actively: are charging sessions stable? Are there unexplained outages or anomalies in usage? Is a contract milestone approaching? We come to you — not the other way around.

This applies to invoicing and reimbursements as well. Home chargers, OCPP integrations, driver reimbursements — this is complex territory. We take that complexity off your hands and communicate transparently about what is happening.

One Point of Contact for a Complex Solution

MobilityPlus is both a CPO (Charge Point Operator) and an MSP (Mobility Service Provider). This means we manage the full picture:

Public and private charging infrastructure — operational and monitored
Home chargers for drivers — installation, activation, OCPP connection
Reimbursement management — accurate and timely repayment to employees
Reporting — insight into usage, costs, and charging behaviour per driver or location
Driver support — your drivers can contact us directly, not your fleet manager

For you as a fleet or mobility manager, this means: one supplier, one contract, one point of contact for everything related to charging.

What We Measure

Client satisfaction is not a feeling for us — it is a number. We measure it structurally via NPS and share those results both internally and externally. We aim for a score of 60+, which places us significantly above the industry average.

Why this matters to you: 73% of EV users in the market report problems with charging sessions. At MobilityPlus, service quality is the key metric for driving that figure down.

Who Is This Relevant For?

Our Customer Success approach is specifically designed for:

- Corporate fleets of 50+ vehicles that require structured management
- HR and mobility managers looking to roll out home chargers for employees
- Organisations switching from another CPO and in need of a smooth, controlled migration

The Channels

Mobi — the Digital Assistant

Have questions about your charging sessions, a missing expense reimbursement, or an invoice? Our chatbot Mobi is available 24/7 as your first point of contact.

What you can expect from Mobi:

Immediate answers to frequently asked questions, backed by an extensive knowledge base
If Mobi cannot resolve your query, it is automatically forwarded to a support agent
A client satisfaction rate of 93.4% — something we are proud of

WhatsApp — Speak with an Agent

Prefer to put your question directly to a person? For example, if you have a problem with your charging card, a technical fault, or something in your portal that is not working correctly? Simply reach out via WhatsApp.

There is nothing to install and no extra steps to take. Simply send us a message via WhatsApp during office hours and an agent will help you quickly and personally.

The benefits of WhatsApp support:

Direct contact with an agent, with no waiting time
No phone call required
Ideal for urgent queries about charging cards, invoices, or your account

Ticketing

Cannot resolve something straight away, or does your situation require a bit more investigation? You can easily submit a ticket. Our support team will take on your request and ensure an appropriate solution is found.

Once your ticket has been created, our agents get to work on it. You will be kept informed of progress and will receive a notification as soon as there is an update or resolution.

What you can expect from ticketing:

Thorough follow-up by our support team
Clear updates on the status of your request
Suitable for more complex queries or situations requiring additional attention

Leave A Message

Sometimes you want to quickly align on a file, invoice, or practical matter — for example regarding reimbursements. Your Success Specialist may not always be immediately available, as our colleagues are often in back-to-back calls and meetings whilst working on cases at the same time.

New: book an appointment yourself

To help you more quickly, you can now directly book a time slot in the calendar of the agent of your choice.

Choose a moment that suits you and schedule:

a brief phone call, or
a video meeting if you would like to review something together

In brief

What most competitors offer	What MobilityPlus offers
Ticketing system with no dedicated contact	Dedicated Customer Success Manager
Reactive support	Proactive follow-up
Technology without service	Fully managed service
Separate suppliers per service	One point of contact, one contract
No insight into satisfaction	Structured NPS measurement

Curious about what MobilityPlus can do for you?