Business Context

Problem Statement

EV charger installations involve multiple stakeholders — OEMs who generate leads, customers who need chargers installed, field teams who perform surveys and installations, procurement teams managing materials, and finance teams handling payments. Without a centralized system, coordination happens over phone calls, spreadsheets, and WhatsApp groups, leading to:

  • Lost or delayed leads

  • Scheduling conflicts and no-shows

  • No visibility into installation progress

  • Payment delays for field teams and vendors

  • Inability to report back to OEMs in a structured manner

Actors

The system serves seven distinct roles:

Role

Description

OEM

Original Equipment Manufacturers (e.g., Tata Motors, MG) who share installation leads and receive periodic reports on installation progress.

Customer

End users who need an EV charger installed at their home or business. They provide documents (electricity bill, location details, electrician contact) and confirm availability for survey and installation.

Central Ops

The operations hub that orchestrates everything — logs leads, schedules surveys and installations, reviews reports, handles emergencies, and manages closure.

Field Team

On-ground teams (survey teams and installation teams) who visit customer sites, conduct surveys, install chargers, and submit reports with media.

Procurement

Manages material inventory (chargers, cables, mounting hardware), checks availability, allocates stock to jobs, and coordinates local procurement when stock is unavailable.

Finance

Handles two payment streams: direct vendor payments for locally procured materials (via UPI/bank transfer) and periodic payouts to field teams for completed jobs.

OEM Reporting

Compiles closure packs (survey report + installation report + media + sign-off) and generates weekly/monthly reports for submission to OEMs.

Business Flow Phases

The end-to-end process follows eight phases:

Phase 1: Lead Intake

  1. OEM shares an installation lead with Central Ops (via API or portal).

  2. Central Ops logs the lead with source tagging.

  3. Central Ops makes an introductory call to the customer, explaining the process.

  4. Customer shares their electricity bill, location details, and local electrician contact.

Phase 2: Survey Scheduling

  1. Central Ops confirms a survey time with the customer.

  2. Central Ops assigns a survey to a field team, sharing the Survey ID.

Phase 3: Survey Day Flow

  1. Field Team makes a survey day confirmation call to the customer.

  2. Happy path: Team conducts the survey and submits a report with photos/videos.

  3. Emergency path: If the team is unavailable, Central Ops is notified, informs the customer of the delay, and searches for a backup team.

    • If a backup is found: emergency assignment is made, survey proceeds.

    • If no backup: customer is priority-rescheduled.

Phase 4: Post-Survey Review

  1. Central Ops reviews the survey report.

  2. Site ready: Confirm installation readiness to customer.

  3. Site not ready: Inform customer about required work (electrical load upgrade, earthing, civil work). Customer confirms when site is ready.

Phase 5: Installation Planning

  1. Central Ops requests a material availability check from Procurement.

  2. Materials available: Procurement allocates materials to the field team.

  3. Materials unavailable: Procurement arranges local procurement. Field team shares vendor QR/payment details. Finance makes a direct vendor payment.

  4. Central Ops assigns the installation and sends a pre-installation confirmation to the customer.

Phase 6: Installation Day

  1. Field Team makes an installation day confirmation call.

  2. Happy path: Team installs the charger, gives a demo to the customer, and submits an installation report.

  3. Emergency path: Same backup team search and reschedule logic as Survey Day.

Phase 7: Post-Installation Closure

  1. Central Ops makes a confirmation call to the customer.

  2. Central Ops submits a closure pack to OEM Reporting.

  3. OEM Reporting compiles and submits weekly/monthly reports to the OEM.

Phase 8: Vendor Payout

  1. Central Ops marks the job as payable.

  2. Finance releases payment to the field team (per job, fortnightly, or monthly depending on the team’s payment schedule).

The process repeats for each new lead.