This time in "Behind the Scenes" we talk about a topic that concerns many charge point operators (CPOs) and is controversially discussed: changing the backend operator.
Why is switching so complex and risky? What alternatives are there and how can operators optimize their systems without falling into the cost and risk trap of switching? We sat down with Dr. Andreas Pfeiffer, founder and managing director of greenventors GmbH, and Thomas Stragand, senior management consultant at Mediaan, to gain insights into their experiences and solutions.
Dr. Pfeiffer, why is changing a backend operator often discussed, even though it is so risky?
Dr. Andreas Pfeiffer: A change is often seen as a simple solution to performance problems or a lack of usability, but it is not. Many operators overlook the complexity of the change and the underlying challenges in their own processes. Often the problem is less with the backend itself and more with unclear strategies, inefficient processes or a lack of training.
From a market and business perspective, it is also risky to switch without a clear analysis. If employees do not understand the systems and their logic, there is a risk that the same problems will reappear in the new backend.
From a market and business perspective, it is also risky to switch without a clear analysis. If employees do not understand the systems and their logic, there is a risk that the same problems will arise again in the new backend. - Dr. Andreas Pfeiffer
Mr. Stragand, what makes a backend change so technically risky?
Thomas Stragand: Changing the backend is technically very demanding. Data migrations are often prone to errors, especially when systems are not standardized or proprietary solutions are used. This means that hardware and software are not always compatible after a change.
Another major risk is operational disruption during the migration phase. If the charging stations do not work or billing is not carried out correctly, this not only damages customer loyalty but also causes financial losses. We often see that operators underestimate the technical details and duration of such a change.
Is there a real alternative to switching backends, and how can CPOs implement it successfully?
Dr. Andreas Pfeiffer: Yes, there definitely are. In most cases, a change is not the only option. We recommend focusing on optimizing existing systems. This starts with a clear analysis of the challenges and extends to empowering employees to manage processes effectively and exploit the full potential of the systems.
The combination of employee empowerment and enablement as well as strategic IT planning makes it possible to significantly increase the performance and efficiency of the existing infrastructure - without the risks and costs of a change. This not only solves existing problems, but also better addresses future requirements.
The combination of employee empowerment and enablement as well as strategic IT planning makes it possible to significantly increase the performance and efficiency of the existing infrastructure - without the risks and costs of a change. - Dr. Andreas Pfeiffer
Thomas Stragand: From a technical point of view, optimization is often the more sustainable solution. Many problems such as a lack of automation, interface errors or inefficient processes can be solved through targeted measures without the need for a change.
Even if a change becomes unavoidable later, prior optimization ensures that the transition is less risky and significantly more efficient. These measures are therefore not only an alternative, but also an ideal preparation should a change nevertheless become necessary.
Dr. Pfeiffer, how can operators enable their employees to use existing systems more efficiently?
Dr. Andreas Pfeiffer: The key lies in the empowerment and enablement of employees. Teams must understand the business context and how the systems work in order to be able to formulate well-founded requirements.
We help operators train their employees and optimize processes so that they achieve the best with the resources available. These measures not only increase efficiency, but also minimize risks - for example, when changing the backend at a later date. A well-prepared team can make the change smoother and more goal-oriented.
Mr. Stragand, how can strategic IT planning help CPOs stabilize their systems?
Thomas Stragand: Strategic IT planning is essential to make systems stable and future-proof. It's about using open standards like OCPP to ensure flexibility and facilitate interoperability between systems.
In addition, IT systems must be closely integrated with the company strategy. This is the only way operators can respond to market requirements and regulatory changes, such as the AFIR guidelines. With a clear IT strategy, many problems can be solved in advance and change scenarios can be significantly reduced.
With a clear IT strategy, many problems can be solved in advance and change scenarios can be significantly mitigated. - Thomas Stragand
Dr. Pfeiffer, what should operators do before considering a change?
Dr. Andreas Pfeiffer: A thorough analysis is essential. Where are the actual problems? Are they technical deficits, or are there internal challenges such as missing processes or unclear strategies?
Our approach at Greenventors is to first strengthen the existing systems and teams. This means training employees, optimizing processes and developing clear technical requirements. When these steps are taken, it often turns out that a change is not necessary at all - and if it is, it becomes significantly more efficient and less risky.
Mr. Stragand, what role does automation play in optimizing existing systems?
Thomas Stragand: Automation is a game changer. Many operators still work with manual processes in areas such as invoicing, monitoring or troubleshooting. Automation not only reduces time and costs, but also improves data quality and minimizes errors.
Automation also makes systems more robust. When basic processes run stably and efficiently, operators can focus on strategic challenges instead of constantly solving problems in day-to-day business.
A backend change is a complex and risky undertaking that should only be considered as a last option. Strategic IT planning, process automation and a clear analysis of existing challenges are crucial to increase efficiency and meet future requirements.
Successful CPOs rely on a balance between technology and competent employees. Empowerment and enablement are the key to not only making the right decisions, but also implementing them correctly. This balance ensures that a team can work successfully in the long term in any situation - whether in the existing system or after a change.
Thanks to Mediaan's experience in large-scale system migration, optimization and automation, as well as greenventors' expertise in the young electromobility market and corporate scale-up, CPOs can find sustainable solutions that save costs and increase efficiency in the long term.