CASE STUDY
Streamlining EV Charger Reliability: How a Biotech Company Achieved Rapid Response with ChargerHelp
28
MINUTES TO FIRST
RESPONSE
ENSURED SEAMLESS ELECTRIC BUS FLEET OPERATIONS
55%
OF CHARGER ISSUES RESOLVED WITHIN AN HOUR
INDUSTRY
Biotechnology
CHALLENGE
Complex EVSE management, unreliable monitoring, and slow response times.
RESULTS
Increased uptime, faster resolutions, and streamlined operations.
Client Profile
A leading global biotechnology company, known for its pioneering role in sustainable practices, has been at the forefront of transportation electrification.
Since 2018, the company has steadily transitioned its employee transportation fleet to electric vehicles, working towards an ambitious goal to electrify their entire fleet by 2030.
The company demonstrates a strong commitment to sustainability and convenience by offering workplace charging solutions. This empowers employees who drive electric vehicles and fosters an eco-friendly work environment.
The Situation
The organization faced numerous challenges in managing its EV charging operations due to high operational complexity. The involvement of multiple vendors, each with distinct warranty and service plans, led to tedious vendor management and service request processes.
Additionally, facility-specific safety protocols, including third-party facility management, further complicated the repair process for visiting technicians. And a lack of operational responsibility for charger uptime, with no vendor committed to monitoring or proactive response, meant the team had to manually handle frequent fault alerts, which became overwhelming.
Finally, the absence of a unified dashboard to monitor charger performance across multiple software vendors left limited visibility into real-time status, reliability trends, and root causes, hampering effective asset management.
Challenges
Complex EV Charger
Infrastructure
The company had to coordinate with multiple EVSE vendors, each with different warranty and service plans. This fragmented approach complicated service requests and made vendor management time-consuming and inefficient, leading to challenges in ensuring consistent and timely service across all assets.
Unreliable Monitoring Systems
The charger management systems generated excessive, often inaccurate alerts that overwhelmed the team. The sheer volume of noisy alerts made it difficult to distinguish critical issues from false alarms, ultimately causing the team to turn off the alert system, which compromised effective remote monitoring.
Slow Response Times
The absence of clear service level agreements (SLAs) for fault resolution from warranty providers led to prolonged response times when chargers malfunctioned. This delay in addressing charger faults resulted in increased reliance on backup internal combustion engine (ICE) buses, which undercut the company’s electrification goals and added operational costs.
Limited Visibility on Reliability
The company struggled with insufficient real-time data and insights into charger performance. This lack of visibility made it difficult to identify reliability trends, root causes of issues, and overall asset performance, hindering the ability to proactively manage and maintain the charging infrastructure effectively.
Our Solution
Implemented the ChargerHelp EMPWR Platform
Offering real-time visibility into charger status, consolidated case tracking, and insights into fault root causes, including driver errors which were addressed via targeted training.
Staffed On-Site Technician
Placing a dedicated technician on site allowing for rapid issue response, and ensured consistent bus fleet operations.
Proactive Fault Management and Routine Assessments
ChargerHelp took responsibility for monitoring, escalation, and triage of charger faults and managed all issue responses through to resolution. Regular in-person asset health assessments were also added, regardless of system status.
Results
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Enhanced visibility: The EMPWR platform offered a unified, centralized view of charger uptime across the entire charging infrastructure, providing real-time transparency and better insights for fleet and workplace chargers
-
Increased Reliability: By deploying a dedicated onsite technician and comprehensive asset performance management, ChargerHelp achieved a median 28-minute response time and resolved over 55% of issues within 1 hour. This proactive approach supported faster service response, effective root cause analysis, and minimized downtime
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Simplified Operations: ChargerHelp took full operational responsibility for charger uptime, including monitoring, triaging, and escalating faults to resolution. As the first third-party vendor authorized for independent charger LOTO, ChargerHelp streamlined operations and reduced complexity, establishing a trusted partnership through consistent, proven results.
Want to take your reliability to the next level? Contact us today!