Tom Caldwell Techniche

1. LEVERAGING AUTOMATION, INTEGRATION,
AND INTELLIGENCE BEST PRACTICES FOR
EVC OPERATIONS
Tom Caldwell, CTO

2. Who is Techniche?
40,000+ retail sites
across 38 countries
$1B+ annual
maintenance managed
Repair & Maintenance Software
We are the trusted technology partner focused
on optimizing value from critical assets.
Now available for CPOs of EV charging infrastructure.

3. Too many out-of-service chargers
Uptime
~70%
Downtime
~30%
Equipment Failure 23%
Cable Issues 5%

4. Major causes of out-of-service chargers
Source: McKinsey, Berkely, Team Analysis

5. Lighting
Signage and
branding
Solar Panels
Cleaning
Batteries
Plumbing and
drainage
Landscaping,
bumpers and
ground care
Washroom facilities
CCTV Security and
safety
POS
Revenue
generation
Customer
experience
Core
utilities
The only maintenance management
software designed for, and used by,
CPOs and convenience stores.
Impact areas:
Electrical
infrastructure
IT and telecomms
5
EV Chargers
Customer Experience involves a variety of Assets

6. How is the Government related to Outages?
6
DEPARTMENT OF TRANSPORTATION
Federal Highway Administration: National
Electric Vehicle Infrastructure Standards and
Requirements
Published new regulations setting minimum
standards and requirements for funded
projects
(NEVI) National Electric Vehicle Infrastructure
Program Includes early standards across
various topics like Uptime, Plug & Charge to
further protect consumers

7. I have EVC Monitoring… why do I need Observability?
7
OCPP Monitoring
EVC Observability
CMMS
Relationship Between Observability and
Monitoring
• Observability and Monitoring both rely on
similar data – metrics and OCPP telemetry
data
• Monitoring is Reactive
• Observability allows Proactive Prevention
• Observability is about Operational
Awareness across your distributed EVC
network
• Business Awareness, IT Awareness,
Customer Experience Awareness…

8. Observability is Operational Awareness on Critical Assets
8
Operational Awareness
• Finding the Unknowns of the Unknowns
about EV Charger outages
• Learning about quality of the Customer
Experience
• Predictive Analytics and AI to see future
problems before they happen
• Correlate your Repair and Maintenance costs
with Customer Experience

9. What is a CMMS for EV Charging?
9
• A facilities asset maintenance
& management solution
• Enables Observability
• Mobile app and two-way API
integration available
• Integrates with OCPP
Monitoring Systems for
automation
Take control of your facilities.
Operations
Management
Maintenance
Management
Asset
Management
Contractor
Management
.
.

10. Goal: Connected Eco-system through integration & automation
OCPP
Monitoring
System
SAP
Asset
Lifecycle
Module
Help Desk
Ticketing
System
CMMS
Repair &
Maint.
System
Asset
System
EVC
Manufacturer
Ticketing
System
ERP
Finance
10
• Integration: Are all your sites and EV
Assets the same across your backend
systems?
• Automation: Remove manual processes
which can cause added downtime
• Scope: The systems should include all
business-critical assets of your EV
Charging Network

11. Step 1 – Knowing that a Charger is not Operational, Reactive Repair
Monitoring
System
Ticketing
System
11
Detecting that a Charger is not in-service
EV Driver discovers EVC not working
Calls Help Desk by phone to
report the issue
OCPP CPMS (ChargePoint
Management System) detects issue
What do we do now?
Manual
Triage of
Problem
Remote Reset or…?
• Certified
Electrician?
• EVC Technician?
• Contractor? … ??
Poor experience… lost customer…
your brand at risk
Charger
Is
Down
Total Downtime
Error Codes??
BIG
DATA!!!

12. EVC Charger is down… Email, email everywhere!
January 2021 12
1st Line
Log Call in CRM
1st Line Support
Available
in Apps
2nd Line
Triage. Remote reset?
Driver
Arrange Site Visit
& update status in CRM
Issue
Resolved?
Replace
Existing
Hardware
Update
Status in CPO
4th Line
Contractor for
On-Site Visit
Issue Resolved?
CPO
3rd Line
Detailed Technical
Analysis
Issue Resolved?
MANUFACTURER
FACILITIES
Issue
Resolved?
HELP
DESK
N
Y
Monitoring Y
N
N
N
Y
Y
Log work order into
own ticket
system
Raise Work Order
& assign work
to technicians
Technician attends
site, assess
fault & remedy
Log work order Remote Fix
Charger Back in use
Close work order
Y
12

13. INTEGRATION & AUTOMATION: remove Manual Processes, Emails, and
minimize Downtime!
Monitoring
System
Ticketing
System
13
Detecting that a Charger is not in-service before the customer does
EV Driver discovers EVC not working
Calls Help Desk by phone to
report issue
Automated Software
Triage of Problem,
mfg error codes, intelligence
Auto-create a
Repair Workorder,
auto-notify supplier
Poor experience… lost customer… your brand is at risk
Charger
Is
Down
Minimize Downtime
Automated
CMMS
API
Integration
Webhook & API
Integration
Minimize
Downtime
Track SLAs
OCPP CPMS (ChargePoint
Management System) detects issue
Observability:

14. Be Proactive through Preventative Maintenance
Monitoring
System
14
Auto-generated Scheduled Preventative Maintenance
Work Order
Tracks Inspection
Pass/Fail
Automated Software
Looks for Anomalies
Auto-notify Operations
with Task to move
scheduled maint. up
and investigate
Automated CMMS
API
Integration
Predict outages
Before they
occur
Automated CMMS
SLAs, replace worn parts…
OCPP CPMS (ChargePoint
Management System) detects issue
Observability:

15. Techniche CMMS for EV Charging
Good Clean Data drives Observability
Observability drives Operational Awareness

16. What does the future hold?

17. technichegroup.com
Tom Caldwell
Tom.Caldwell@technichegroup.com
The Leader in EVC Observability