ChargerHelp and Epic Charging Launch Integrated EV Charger O&M Solution
ChargerHelp, a recognized leader in electric vehicle (EV) charger reliability and field service enablement, has partnered with Epic Charging, a premier EV charging software provider, to introduce what is being hailed as the industry’s first fully integrated operations and maintenance (O&M) management solution. This strategic collaboration represents a significant milestone in addressing one of the most urgent and persistent challenges in the EV sector: reducing charger downtime and improving system reliability.
As EV adoption continues to accelerate globally, the reliability of public charging infrastructure has become a central issue impacting the user experience and broader trust in EV technology. According to a Q4 2024 study by J.D. Power, approximately 20% of EV drivers were unable to complete charging sessions at public stations due to various technical issues—ranging from hardware failures and software errors to payment processing problems. This alarming figure underscores a fundamental problem in the EV ecosystem: an overemphasis on infrastructure deployment without a commensurate focus on post-installation serviceability and uptime assurance.
Amid growing public frustration, regulators are beginning to take action. In California, state officials have proposed regulatory frameworks that would impose financial penalties on operators who fail to meet minimum uptime thresholds. These potential regulations, which aim to protect consumers and promote infrastructure reliability, have increased pressure on EV charging operators to not only expand their networks but also maintain high operational standards and transparency.
Recognizing this urgent need, ChargerHelp and Epic Charging have co-developed a comprehensive solution that seamlessly integrates their respective technologies. The solution unifies the robust remote diagnostics, real-time tracking, and field service dispatch capabilities of EMPWR—ChargerHelp’s proprietary O&M platform—with Epic Charging’s advanced Charge Point Management System (CPMS). The result is a powerful, end-to-end platform that enables proactive monitoring, efficient issue resolution, and detailed performance analytics—all within a single interface.
With this new integrated system, charger operators and site hosts gain unprecedented visibility and control over charger performance and maintenance workflows. Through the Epic Charging dashboard, users can initiate service requests, monitor real-time updates on technician dispatches, and view historical maintenance records—all synced via secure API integration with EMPWR and compatible third-party platforms such as Zendesk and HubSpot.
This level of interoperability marks a paradigm shift in how service events are managed in the EV industry. In contrast to the fragmented and siloed systems that currently dominate charger operations, the ChargerHelp–Epic Charging platform allows stakeholders to operate in a fully unified digital environment, significantly reducing administrative burdens and shortening response times.
“The future of EV charging depends on reliability,” said Kameale Terry, co-founder and CEO of ChargerHelp. “That’s why our partnership with Epic Charging is so critical. Together, we’ve developed a seamless, integrated system that unifies CPMS functionality with ticketing, diagnostics, and field service dispatch. This is something the industry has needed for years. After half a decade of working closely with technicians and customers, we know firsthand how much fragmented systems slow everyone down. This collaboration isn’t just about technology—it’s about restoring confidence in the charging experience. We’re setting a new standard for uptime, service accountability, and customer trust.”
For charger operators managing large portfolios or complex networks, the new platform offers a suite of enterprise-grade features designed to scale with demand:
- Centralized Service Data Hub: Users can manage maintenance workflows and access complete service histories for individual charging units, organized by site and location.
- Live Dispatch Syncing: Real-time updates from EMPWR provide detailed insight into service progress, from technician en route to issue resolution.
- In-Platform Diagnostic Tools: Operators can perform remote diagnostics, execute charger resets, or take stations offline directly within the CPMS—eliminating the need to toggle between multiple systems.
- Multi-Tenant Support: Enables large operators or service providers to manage multiple clients or distributed teams from a single unified dashboard.
- Advanced Analytics and Reporting: Users can generate exportable reports for compliance, internal audits, and trend tracking across networks.
This integrated approach empowers charger operators to take a more proactive role in O&M activities, allowing them to resolve issues before they impact users, meet emerging regulatory requirements, and ultimately ensure a more consistent and reliable charging experience for EV drivers.
Michael Bakunin, CEO of Epic Charging, emphasized the importance of the solution from the operator’s perspective. “We’ve heard the same feedback from customers across the country: uptime is their number-one concern. As EV adoption increases and more drivers depend on public infrastructure, service failures are no longer acceptable. Our partnership with ChargerHelp gives operators the tools they need to act quickly, efficiently, and with greater transparency. We’re not just reacting to problems—we’re helping our customers stay ahead of them.”
The ChargerHelp–Epic Charging alliance reflects a broader industry transformation from infrastructure build-out to operational excellence. As the EV sector matures, success will increasingly be defined not by how many chargers are deployed, but by how reliably they operate and how well they serve the public.
Indeed, the solution demonstrates that reliability is not a byproduct of technology alone—it’s a function of ecosystem-wide collaboration. By combining best-in-class software platforms, field-level expertise, and a shared commitment to customer outcomes, ChargerHelp and Epic Charging are setting a new bar for performance and transparency in the EV charging industry.
This partnership also reinforces ChargerHelp’s ongoing mission to improve the quality and sustainability of the EV workforce. The company, which has championed inclusive workforce development by training and certifying technicians from historically underserved communities, sees the integrated platform as an opportunity to elevate the technician experience as well. Better tools, more streamlined workflows, and real-time data improve not only operational efficiency but also job satisfaction and safety for field workers.
Looking ahead, the companies plan to expand the platform’s capabilities through continued R&D and user feedback. Future updates may include predictive maintenance algorithms, AI-driven fault detection, and expanded integrations with other software tools commonly used by fleet operators, municipalities, and utility partners.
As EV infrastructure continues to evolve, the collaboration between ChargerHelp and Epic Charging offers a timely and much-needed blueprint for how the industry can transition from reactive service models to predictive, performance-based systems. It’s a shift that not only addresses today’s challenges but also prepares the industry for tomorrow’s demands.
In an era where consumer expectations are rising and regulatory scrutiny is tightening, the message is clear: uptime matters, and partnerships like this are what will define the next chapter in the EV charging story.