Service that scales with every charger shipped.
ABB E-Mobility is the EV charging division of ABB, with an installed base of more than 100,000 chargers worldwide. Through RISE, Redesign and Improve Service Experience, Cloud Integrate moved its Delft-based service operation from reactive support to a redesigned service experience now used as the blueprint for international rollout.
ABB E-mobility · Charging infrastructure range Sales were outpacing service.
ABB E-Mobility operates within a Swiss-Swedish multinational active in over 100 countries. With rapid sales growth and a fast-expanding installed base, the team needed a service operation that could scale with the business, not one that fell further behind with every charger shipped.
Four ways service was losing ground.
A platform without an owner.
The Service Cloud Classic org had no dedicated system administration, leaving a platform that was neither future-proof nor fit for scale. Service Cloud was underutilised, processes were not integrated, and manual, repetitive tasks consumed agent capacity that the growing business could not spare.
The backlog grew with every sale.
As sales outpaced the service team's ability to respond, the case backlog kept growing. The operation was structurally reactive: capacity was spent catching up rather than resolving.
Knowledge lived in silos.
Product knowledge and troubleshooting articles were scattered across disconnected systems, forcing agents to search multiple sources before they could resolve a single case.
Penalties built into the process.
SLA commitments could not be tracked at the individual asset level, leading to costly penalties. NPS scores were deteriorating, and agent turnover was high.
Agent turnover was high, not because the work was unmanageable, but because the tools made it feel that way.
Stabilise. Upgrade. Redesign.
RISE progressed through three deliberate stages: stabilising the existing org, upgrading the service system, and redesigning the end-to-end service experience. Service Cloud Lightning was implemented with Milestones and SLA management configured at the individual asset level, enabling automated escalation on time-based milestones so case owners act before a deadline is breached.
Knowledge Management was restructured on KCS® methodology: existing knowledge recategorised, data silos broken, and relevant articles surfaced automatically inside the case record. Reports and dashboards now monitor service performance, case trends and article effectiveness. On the change side, Cloud Integrate advised ABB E-Mobility to define Process Owner and Product Owner roles, breaking down departmental silos and creating a shared picture of how service processes interact.
| From | To |
|---|---|
| SLA commitments untrackable at asset level | Milestones and escalation on every individual asset |
| Knowledge scattered across disconnected systems | One version-controlled source, surfaced inside the case |
| Agents acting after violations occurred | Case owners prompted before a deadline is breached |
| Departments working in silos | Named process owners and one shared way of working |
| A Classic org without an owner | A Lightning platform built for scale |
KCS® is a service mark of the Consortium for Service Innovation™.
The blueprint for a global rollout.
SLA management is standardised with commitments tracked per asset, and automated escalation prompts owners to act before violations occur, with at-risk cases flagged and surfaced in dedicated views. First Time Resolution improved measurably. Knowledge is a single, centralised, version-controlled source, and departments that previously worked in silos share one picture of the integrated way of working. The MVP delivered became the blueprint for international rollout across ABB E-Mobility's global operations.
Built in Delft. Blueprint for the world.
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