Maintaining a Positive Customer Experience with Usage-Based Billing

Best practices to ensure a customer-centric approach and successful implementation of usage-based car subscription models

George Skentzos

Head of Customer Experience

Published on 

June 30, 2023


Last updated on 

June 30, 2023

Key Takeaways

As the automotive industry moves towards usage-based models, many businesses are facing the challenge of effectively implementing these changes without compromising the customer experience.

The introduction of usage-based billing can often come as a surprise to customers if not managed properly, potentially leading to negative experiences. However, with the right approach, businesses can turn this model into a positive experience for customers.

Shining a Light on the Road Ahead: The Role of Transparency

In the realm of usage-based billing, transparency is crucial. A well-communicated approach can make all the difference in preventing customer 'bill shock'. Consider the practice of sending customers alerts when they approach their weekly distance allowance. It's a straightforward strategy, but it's effective in preventing unexpected charges and enabling customers to manage their usage effectively.

Flexible Routes, Customized Journeys: Embracing Flexibility

The key to a successful usage-based model is flexibility. One interesting innovation in the industry is the concept of "mileage booster packs." These are designed to provide customers with the ability to increase their distance allowance as needed, allowing them to control their usage and adjust according to their individual requirements.

Driving in Harmony: Billing Cycles Aligned with Usage

A seamless billing process can make the customer experience significantly smoother. The idea is to align additional distance usage billing with the customer's chosen billing cycle. This approach not only simplifies the process but also encourages customers to opt for longer billing cycles, fostering a mutually beneficial relationship between providers and subscribers.

Reading the Road Signs: The Power of Predictive Analytics

Predictive analytics can provide crucial insights into customer usage patterns. Businesses can leverage these insights to offer personalized plans that cater to individual usage trends. Not only does this improve customer satisfaction, but it also helps to optimize revenue streams.

Behind the Wheel: Self-Service Portals for Customer Empowerment

In the age of digitalization, self-service is no longer an option; it's a necessity. Providing customers with a portal where they can monitor their usage, purchase booster packs, or adjust their subscription plans as needed not only gives them autonomy but also leads to increased customer satisfaction and retention.

As the automotive industry navigates the transition to usage-based billing, we can glean valuable lessons from the experiences of those in the field. The common threads of transparency, flexibility, harmonized billing cycles, predictive analytics, and self-service point towards a more customer-centric future in the car subscription space.

About the author
George is the Head of Marketing and Customer Experience at Loopit. Having originally started his career as a motoring journalist and founding team member for one of Australia's top automotive startups, George has a strong passion for automotive, business and growth marketing.
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