The Challenge

Voltera Power develops and operates purpose-built EV charging hubs for commercial fleets — infrastructure where uptime is the product, and where much of the maintenance is carried out by third-party vendors.

That dependency was largely invisible. Voltera had little visibility into vendor scheduling, dispatching or maintenance tracking, and the ticket logging system those vendors used for after-hours support was inefficient. Asset tracking was inconsistent, particularly for subcomponents and replacement parts — a real problem when a charging site is down and the question is which part failed. Data didn’t align cleanly between Salesforce and Voltera’s own platform, and case management lacked the routing and prioritization a support queue needs.

The Solution

Cirrius rebuilt the service operation around the call itself, and gave the vendors a system of their own.

• Service Cloud Voice with Amazon Connect. Intelligent IVR-based call routing, real-time transcription, voicemail, call recording and sentiment analysis.
• Omni-Channel Routing. Call prioritization and case resolution ordered by what actually matters rather than arrival time.
• A vendor portal and community. Third-party vendors could self-manage their own ticketing and scheduling instead of phoning it in.
• Automated case management. Field customer calls were linked directly to customer records, so agents worked with the history in front of them.
• Website case integration. Customers could submit and track cases without a phone call.

The Result

• 30% faster case resolution. as automated routing and case logging replaced manual steps
• Real-time call transcription. improving case documentation and reducing agent workload
• Speech analytics and sentiment detection. giving insight into customer interactions
• Queue monitoring via Omni-Supervisor. so managers could see call volumes and agent performance live
• Automatic call-to-case logging. tying every conversation to the record it belonged to

The Pattern