Market Evolution Mastery Possible with BTCP’s Customer Success Program
The electric vehicle charging industry moves at lightning speed. In 2024 alone, more than 1.3 million public charging points were added globally—representing an increase of more than 30% compared to the previous year and roughly equal to the entire number of charging points that existed in 2020. The U.S. market alone is projected to grow from $5.09 billion in 2024 to over $30 billion by 2030. For businesses investing in EV charging infrastructure, this breakneck pace of evolution presents both tremendous opportunity and significant complexity.
That’s where BTC POWER’s Customer Success Program becomes not just valuable, but essential.
Your Single Point of Contact in a Complex Ecosystem
When organizations or companies invest in commercial EV charging infrastructure, the process involves much more than a charger. The EV landscape mimics an intricate ecosystem, with multiple stakeholders and constantly moving parts. Third-party resellers, backend software providers, payment processors, local electricians, and power companies all play essential roles in the success of any charging operation. Coordinating among these various entities can quickly become overwhelming.
Once customers contract BTCP for EV charging equipment, they are assigned a dedicated contact within the BTCP Customer Success Team at no additional cost. The assigned Program Manager (PM) serves as a personal liaison, handling coordination and communication across the complex EV landscape. Rather than juggling the multiple threads associated with an installation, the process is simplified with the help of an expert with depth of knowledge about current and pending regulations, the EV industry, vehicles and chargers, and how these factors impact your installation.
Who’s involved? Installing EV chargers for business gets challenging once the journey starts. Third-party resellers
- Backend software providers
- Payment processors
- Local electrical installers
- Power companies
- Sales & integration partners
The BTCP Customer Success Team helps you through from start to finish.
The Program Management team serves customers across the full spectrum of EV buyers and installations. From large-scale operators that manage hundreds of chargers across multiple sites to small independent retailers making their first significant investment in EV infrastructure with a Level 3 charger, the team provides dedicated, expert support. This can involve coordinating fleet-wide firmware updates and monitoring network performance for enterprise clients or guiding a single-site owner through commissioning and daily operations. Each customer gets a consistent point of contact who understands their unique needs and can navigate the complex ecosystem of backend providers, payment processors, and evolving industry standards on their behalf.
Proactive Guidance Through Market Evolution
These evolving industry standards help frame some of the differentiators that truly distinguish the BTCP’s Customer Success Program apart is its forward-looking approach. Program Managers don’t just respond when issues arise—they actively monitor industry developments and reach out to help you prepare for changes before they impact your operations.
The charging industry exemplifies rapid evolution. Consider the shift from CCS and CHAdeMO configurations to dual CCS setups, and now the widespread adoption of NACS (North American Charging Standard). When Tesla opened its charging standard and nearly every major automaker committed to NACS integration by 2025, this represented a fundamental shift in infrastructure planning. PMs stay on top of these changes to help you make informed decisions about equipment purchases, retrofit options, and long-term asset positioning. Many of BTCP’s clients are not full-time EV charger operators. Keeping up with the environment and operating changes would be next to impossible.
Business EV Charger Firmware and Software: Your Invisible Competitive Advantage
One of the most valuable—yet often invisible—aspects of the Customer Success Program is ongoing firmware and software management. Changing regulations and standards require staff to keep a close eye on regular updates to maintain both compliance and infrastructure functionality.
- Regulatory Compliance Updates: From DMS pricing requirements to CTEP and NTEP certification standards, regulations change constantly. Your PM ensures your chargers stay compliant without you having to track these technical requirements.
- New Feature Implementation: As BTCP develops advanced capabilities like sophisticated load management systems and enhanced anti-theft protections, your PM coordinates the rollout of these features to your specific sites so you benefit from continuous innovation.
- Critical Security Updates: In an increasingly connected world, cybersecurity requires primary consideration. Your PM ensures your charging infrastructure maintains the latest security protocols, protecting both your investment and your customers’ data.
- Urgent Partner Swap: Occasionally, software providers have decided to exit the industry. If your current software provider discontinues service, your PM will assist you in finding an appropriate new provider for a seamless transition.
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Quality Engineering Drives EV Charging Station Uptime To 98%
Designing for quality and reliability
The Voice of Your EV Charger Business Within BTCP
BTCP operates more charging stations across the United States than any provider except Tesla. This scale represents more than just numbers—it represents deep, battle-tested experience navigating every conceivable scenario in the EV charging landscape.
The Customer Success Program is the direct connection between your business and BTCP’s engineering and leadership teams. Program Managers aren’t call center representatives reading from scripts—they’re skilled professionals working directly alongside the engineers and product managers who design and build our charging solutions in our California headquarters. They hold weekly meetings with field service, production, and technical teams, providing direct access and regular consultation with the right staff members to solve problems and implement solutions. The connection to the expert for your problem is at the next office, down the hall or in the plant in the adjacent building.
The Customer Success Program itself has evolved significantly over its five-plus-year history, shaped by customer input.
This connection works bidirectionally. The feedback, insights, and experiences clients share directly influence product development and program evolution. In fact, the Customer Success Program itself has evolved significantly over its five-plus-year history, shaped by customer input. The program today exists because BTCP listened to customers and refined our approach based on real-world needs.
This experience proves invaluable when navigating challenges unique to your specific situation, such as:
- Unusual electrical infrastructure
- A harsh climate
- Integration with a less common backend software platform
Your PM brings relevant experience to bear, often having encountered and solved similar situations before.
Streamlined Customer Triage and Internal Coordination
The Customer Success Program’s operational efficiency delivers real value in your day-to-day charging operations. When questions arise, Program Managers provide expert triage, often identifying simple solutions that resolve issues immediately—perhaps a straightforward power cycle or a configuration adjustment—without requiring formal service tickets or field visits.
When more complex situations do require deeper intervention, PMs coordinate seamlessly across BTCP’s internal teams. Whether engaging field service technicians, consulting with engineering on technical specifications, or working with the production team on hardware questions, the one point of contact orchestrates all the moving parts while keeping you informed with a single, clear line of communication.
Customer Care Team story: The team closes the long gap between purchase and installation
The team can step in whether the project is new or has been on hold for a while. As one example, recently PMs worked with a customer who had purchased a commercial EV charger through a third-party reseller years ago, storing the charger in a warehouse. When the project finally reached fruition and it was time to install, the BTC PM team stepped in to ensure the unit was fully updated with the latest firmware and hardware improvements. Their efforts bridged the gap between purchase and installation to ensure the customer received a current, optimized product.
Partnering for Long-Term Success
As the EV charging market continues to spin at its characteristic rapid pace, technology will advance, prompting the emergence of new standards and regulations alongside it. With BTCP’s Customer Success Program, you’re not just purchasing charging equipment—you’re gaining a dedicated partner committed to ensuring your infrastructure investment remains viable, compliant, and competitive for years to come.
The PMs’ proactive guidance through market navigation, their direct access to BTCP’s engineering and leadership teams, and their role as your voice within our organization combine to create something rare in the B2B technology landscape: a support relationship that genuinely drives your business forward rather than simply responding when things go wrong, a rarity that can mean the difference between short term compared to long-term success.
Evaluating your options for a new EV installation or upgrade? Find out how programs like our ongoing support through the Customer Success Program and a 20-plus year history in the industry make BTC POWER your best option for success.
About the Author: Caitie Romano, MA
