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ChargerHelp, a prominent name in electric vehicle (EV) charger reliability, has announced a strategic partnership with Epic Charging, a leading EV charging software provider. This collaboration introduces the industry’s first fully integrated operations and maintenance (O&M) management solution, aiming to address the critical issue of EV charger downtime.
Key Highlights:
- Industry-First Integration: Combines ChargerHelp’s EMPWR O&M platform with Epic Charging’s charge point management system (CPMS).
- Addresses Downtime: Aims to solve the significant problem of public EV charger outages, with 1 in 5 drivers facing issues in Q4 2024 according to J.D. Power.
- Unified Interface: Provides users with a single dashboard for service requests, tracking, and resolution.
- Automated Data Sync: Ensures seamless data flow between EMPWR, Epic Charging, and third-party platforms.
- Enhanced Efficiency: Enables charger hosts and operators to manage service directly within the Epic dashboard, optimizing response times for higher uptime.
The issue of EV charger unreliability is a significant hurdle for widespread EV adoption. A Q4 2024 report from J.D. Power highlighted that one in five EV drivers experienced an inability to charge at public stations due to outages, hardware malfunctions, or payment system failures. Compounding this, regulatory pressures, such as California’s proposed new regulations to penalize excessive charger downtime, are pushing operators to prioritize uptime and transparency.
The newly launched solution directly confronts these challenges by merging the remote diagnostic and field service dispatch capabilities of ChargerHelp’s proprietary EMPWR O&M technology platform with Epic Charging’s charge point management system (CPMS). This integration offers users a unified interface to manage service interventions from request to resolution. Service data is automatically synchronized via API between the EMPWR and Epic Charging systems, and can also connect with third-party platforms including Zendesk and HubSpot. These capabilities empower charger hosts and operators to manage service interventions directly within the Epic dashboard, thereby saving time and optimizing the response process for improved uptime.
Kameale Terry, CEO of ChargerHelp, stated, “The future of EV charging depends on reliability. Together, we’ve created a seamless, integrated system that brings CPMS, ticketing, diagnostics, and dispatch under one roof – something this industry has needed for a long time.” Terry emphasized that this collaboration is about building trust and setting a higher standard.
The integration introduces several powerful functionalities for site hosts and operators. These include a centralized view of service data for managing requests and accessing complete maintenance history by charger and location. Users benefit from real-time synchronization with EMPWR O&M data, providing granular detail, including in-field dispatch status. The solution also offers robust charger data and controls integrations, enabling efficient diagnostics, remote resets, and marking chargers as out-of-order without switching between platforms. Furthermore, it supports multi-tenant functionality for large portfolios and distributed teams, alongside advanced reporting tools and export features for compliance and internal tracking.
Michael Bakunin, CEO of Epic Charging, remarked, “We’ve heard from customers again and again: uptime is their #1 concern. This partnership with ChargerHelp gives our users the tools they need to resolve issues faster – and most importantly, stay ahead of what’s coming from both regulators and EV drivers.”
This partnership reflects a broader shift in the EV charging industry from simply deploying infrastructure to ensuring operational excellence, transparency, and long-term reliability. Both ChargerHelp and Epic Charging affirm that achieving such reliability is only attainable through collaboration across the ecosystem, demonstrating their commitment to prioritizing customer needs. This advancement is crucial for fostering greater confidence in the public EV charging network as the market expands.
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