Driving innovation and AI-powered customer experience for a global EV charging leader
Overview
As one of the world’s largest electric vehicle (EV) charging networks, the client has shaped sustainable transportation since 2007. It provides a comprehensive portfolio of AC and DC fast chargers, a cloud-based software platform for monitoring, analytics and payment processing and a driver application for real-time charger availability and account management. The client serves commercial fleets, businesses, residential communities and individual drivers across North America and Europe.
The Challenge
Accelerating technology delivery and expanding global presence
The client set out to accelerate technology delivery and drive innovation as they expanded their global footprint. It faced challenges in the following areas:
- Implementing an AI-powered driver chatbot, enhancing Salesforce Commerce Cloud and driving cloud adoption with a leading provider
- Establishing a dedicated co-innovation center to boost collaboration and speed up delivery
- Developing advanced digital solutions, including AI-powered applications
- Supporting software, customer experience and hardware engineering functions
- Leveraging deep engineering expertise in EV technology
The Objective
Drive innovation and establish a strong global presence
The goal was clear to accelerate technology delivery, foster innovation and build a larger presence in the global market. The client needed a partner with proven EV engineering expertise, the ability to deliver advanced digital solutions and the flexibility to support rapid growth.
The Solution
Comprehensive engagement across digital, engineering and market development.
HCLTech partnered with the client to deliver a solution that spanned each critical area:
- Built an AI-powered chatbot using Google Cloud CCAI integrated with Salesforce. Enabled cloud foundation and an AI roadmap and onboarded vendors for Salesforce Commerce Cloud support.
- Created a co-innovation framework with joint teams for rapid prototyping and accelerated delivery cycles.
- Delivered custom digital applications leveraging AI and cloud-native architectures for scalability and innovation.
- Provided engineering support including board testing, Linux OS testing and hardware validation and collaborated on EV battery management.
The Impact
Accelerated delivery, enhanced collaboration and market growth.
- Enhanced collaboration: Stronger connections across software, customer experience and hardware functions, improving cross-team efficiency by 30%.
- Operational efficiency: Reduced customer support tickets by 30% post chatbot deployment and improved average response time by 40%, leading to 20% cost savings.
- Innovation acceleration: Delivered next-gen AI capabilities and cloud foundation setup, enabling faster rollout of digital solutions and improved scalability.
The Invisible Thread: The True Currency of Automotive Transformation
