A service tailored to the digital age
In Zielona Góra, where the headquarters of Ekoenergetyka-Polska S.A. is located, there is a modern service support center. It monitors the operation of almost 1,500 chargers in real time, located in nearly 140 cities in 19 countries around the world. Ekoenergetyka charging stations power public transport in cities such as Warsaw, Zielona Góra, Berlin, Hamburg, Aachen, Paris, Barcelona, Drammen and Utrecht. To date, Ekoenergetyka charging stations have supplied over 57 M kWh of energy to vehicle batteries. Every day the chargers handle 5,000 charging cycles.
What makes the infrastructure availability 99.7% despite so many daily charging cycles? This is due to the high quality of the products and the unique Ekoenergetyka service in the form of the Service Support Center. It is a team of specialists and advanced systems for remote monitoring of the operation of devices, installed in the largest depots of electric buses and car charging stations around the world. The Service Support Center is located at the headquarters of Ekoenergetyka in Zielona Góra. In the room - a kind of command center of the charging infrastructure - 8 giant monitors hang on the walls, thanks to employees can see the key elements of the charging infrastructure. „The efficiency of the charging station is 99.7%. „ Average response time from reporting a failure it’s only 7 minutes. The average time of remote repair does not exceed an hour”– says Dagmara Duda, Chairman of Ekoenergetyka-Service Sp. z o.o. Monitoring of key elements of the charging infrastructure not only allows to predict and prevent failures, but - above all - enables quick localization of the source of the interference.
„ Average response time from reporting a failure it’s only 7 minutes. The average time of remote repair does not exceed an hour”– says Dagmara Duda, Chairman of Ekoenergetyka-Service Sp. z o.o.
On the other hand, it provides knowledge about irregularities in the functioning of the charging infrastructure without making a service request. The tasks of the service support center also include correctness analysis of indications of monitored parameters and preparing reports regarding the availability of charging stations and detected irregularities in the operation of the infrastructure.
Ekoenergetyka-Service Sp. z o.o. offers three levels of service support – SL1, SL2 i SL3. The first one implemented by the Technical Support Department and Remote Monitoring System of Ekoenergetyka-Service Sp. z o.o. The reaction time in this case it is up to 30 minutes. The SL2 level is carried out by the local service partner of Ekoenergetyka- Service Sp. z o.o., which – at a specified time – is responsible for diagnostics and location of the source of the fault. The last level is carried out by the service services of Ekoenergetyka-Service Sp. z o.o. in case the first two levels of supports turn out to be insufficient to remove.
„Importantly, remote monitoring of the operation of the device allows you to plan at the first stage of the assessment which method of removing the failure will be necessary. This shortens the repair time as much as possible„ – adds Dagmara Duda.
Up to 60% supports ends on a level SL1. 30% requires the participation of the local service and only 10% -service– says Chairman of Ekoenergetyka-Service Sp. z o.o.
The service support center provides support for fault reports 24 hours a day, 7 days a week.
The service support center provides support for fault reports 24 hours a day, 7 days a week. Reports can be made by telephone center (with support in Polish, German and English), by sending an email and the so-called ticket system.The Center also supervises the timely implementation of service requests and the availability of local service partners, and deals with reporting interventions.
Ekoenergetyka- Service Sp. z o.o. is also responsible for the installation of infrastructure, its acceptance and ensures formalities at the Office of Technical Inspection. The company also has operational capabilities and experience in the implementation of construction works.
Ekoenergetyka- Service Sp. z o.o. it also provides technical training of staff on the clients side, offers comprehensive maintenance, inspection and repair of installed devices and support packages throughout the life cycle of the charging infrastructure. Not only during the warranty service, but also after the warranty period, which translates into the longest possible use of the Ekoenergetyka charging infrastructure.