At first glance, a CSMS might seem like just another piece of the technological puzzle, a necessary yet interchangeable tool in the grand scheme of your IT landscape. But your CSMS isn't just a system; it's the heart of your operation and its importance is hard to overstate.
In the following sections, we will delve into the essential aspects of choosing a CSMS. We aim to provide you with clear insights and guidance, helping you make an informed and strategic decision.
What we will cover
- Assembling a requirements list
- Evaluating your vendor options
- Additional considerations
- Key Takeaways
Step 1: Assess Your Existing IT Landscape
The main purpose of the CSMS is to provide seamless and secure communication between the charge point and backend system using OCPP but the typical CSMS has evolved from managing charge points to a complete Charge Point Operator (CPO) Platform, encompassing all essential functions for CPO operations.
That said, it's not uncommon for organizations to have other systems that manage some of these functions. User data may be stored in a CRM system, billing could be handled separately through a payment processor, and analytics and forecasting might be conducted through third-party Business Intelligence tools.
By determining the scope of responsibilities for your CSMS and identifying the potential needs for integration support, you can effectively narrow down your features list. This ensures that your evaluation focuses on what truly matters for your operations.
Some typical responsibilities of a CSMS to consider are the following:
Charge Point Management:
- Monitoring and control of charge points
- Remote diagnostics and fault resolution
- Software updates and maintenance
User Management:
- Registration and profiling of users
- User authentication and authorization
- Handling user inquiries and feedback
Pricing and Transaction Management:
- Dynamic pricing models
- Real-time transaction processing
- Billing and invoice generation
Reporting and Analytics:
- Performance monitoring
- Utilization statistics
- Trend analysis and forecasting
Step 2: Catalog Your Existing Hardware
Proceed by evaluating your existing EVSE (Electric Vehicle Supply Equipment). What manufacturers are you currently using, and what types of chargers (Level 1, Level 2, DC Fast Chargers) are in your portfolio?
Take a close look at the compatibility, functionality, and overall condition of your existing EVSE. Are there specific limitations with the manufacturers' hardware that you are using? Do you need to consider upgrades or replacements to ensure alignment with industry standards or technological advancements? Specifically, consider the firmware installed and whether updates can be made that improve the capabilities of your current hardware.
Conducting a detailed inventory of the current hardware, and thinking about how it might need to scale or adapt in the future, will guide you in selecting a CSMS that will seamlessly integrate with your current system and support your long-term goals.
Step 3: Survey Your Organization
To ensure effective CSMS operation, input from various teams—such as operations, billing, customer service, and technical support—is needed in the decision-making process. Though the operations team may oversee daily CSMS functioning, feedback from all potential users is vital for a selection that aligns with the organization's broader needs and benefits.
Develop detailed user personas for each user category. Understand their primary tasks, pain points, and what they value most in a CSMS. Crafting user personas begins by gathering data through surveys, feedback sessions, and user research. You'll want to understand their roles, responsibilities, pain points, and the kind of interactions they have with the system.
Step 4: Create a list of requirements
The next step is to create a list of requirements and assign them with a level of priority. A simple “Must Have”, “Want to Have”, “Don’t Need” might be enough at this stage. To establish the list, begin by referencing the user personas you've crafted. For each persona, walk through their typical user journey, identifying potential touchpoints and interactions.
As you navigate this process, take note of the features needed and ensure that each type of user can effortlessly complete their daily tasks. Minimize points of friction and remove any elements that might cause frustration.
In doing so, you'll be tailoring the list of requirements to better cater to the specific needs and preferences of each user group. Remember, a seamless experience for all personas ensures overall satisfaction and system success.
You will also want to consider the requirements found while analyzing your IT systems and existing hardware. Together, this forms a comprehensive list of requirements, giving you the best possibility to find a CSMS that closely aligns with the unique needs of your organization.
Step 5: Evaluate CSMS Vendors
After determining and ranking the requirements essential for your CSMS, a side-by-side comparison of vendors helps to analyze how each vendor meets the feature requirements and offers a clear view of how they stack up against one another.
At first, a basic "Pass" or "Fail" rating might be enough to gauge how well vendors align with your requirements. After narrowing down the list to a few vendors, a more qualitative analysis may be necessary, taking into account additional considerations outlined in the following section.
Additional Considerations
Vendor Reputation
Choosing the right CSMS is not only about the system itself but also about the vendor behind it. The software's full potential can only be realized with proper training and support. Therefore, the reputation and capabilities of the vendor should be key considerations.
Training: It's essential to ensure that the vendor offers comprehensive training for your team. The multitude of features in a CSMS is of little use if not properly understood. Inquire about the robustness of their training programs, including options for on-site instruction, virtual guidance, or continuous learning platforms.
Customization Support: The ability to tailor a system to fit your unique business model is often vital. A vendor should be willing and able to assist in customizing the system to align with your specific needs. Their active collaboration in understanding and solving your unique challenges signifies a commitment to your success.
The Value of Third-Hand Accounts
While CSMS might not be as ubiquitously reviewed online as other software categories, insights from industry peers can be golden. Ask for references, not just of clients who've had smooth sailing, but also of those who've faced challenges. How a company handles adversity speaks volumes about their commitment to their partners.
By speaking to industry contacts and gathering firsthand accounts, you'll get an unfiltered perspective on a vendor's reputation. Did they stand by their clients when glitches arose? Was their support team responsive? Were training sessions impactful or just a formality?
Cost of Implementation
The implementation of a CSMS involves several layers, including hardware setup, software customization, training, integration with existing systems, and ongoing support. These aspects can add complexity and costs that are not immediately apparent during the initial selection process. By considering not only the operational costs but also the initial implementation expenses, you place your organization in a strong position to make an informed decision.
As a provider of CSMS implementation and Systems integration services, Metergram is well-positioned to advise on the true costs of implementation. We recognize the complexities involved and can provide a clear understanding of what to expect, both in terms of time and budget. Our services include a thorough assessment of your unique needs, followed by a tailored approach to ensure a smooth transition to your new system.
Build your Own
As a final consideration, we would be amiss not to mention the ever-occurring question of build or buy. Having been involved in quite a few Custom CMSM projects at this point, we feel uniquely qualified to at least start scratching the surface of this question. However, the answer to this question can be found in a separate article you can find here: "CSMS Choices Explained: Building vs Buying Your Next CSMS"
Key Takeaways
Below are the pivotal takeaways from this comprehensive guide:
Step 1: Assess Your Existing IT Landscape
- Understand the Scope: Consider the responsibilities of your CSMS, including Charge Point Management, User Management, Pricing and Transaction Management, and Reporting and Analytics.
- Integration Support: Identify your integration needs by examining existing systems and functions, and effectively narrow down your features list.
Step 2: Catalog Your Existing Hardware
- Evaluate Current EVSE: Scrutinize the compatibility, functionality, and condition of existing Electric Vehicle Supply Equipment (EVSE).
- Consider Future Needs: Think about necessary upgrades, replacements, or scaling to align with industry standards and technological advancements.
Step 3: Survey Your Organization
- Involve Various Teams: Solicit input from operations, billing, customer service, and technical support.
- Craft User Personas: Understand the specific needs, roles, responsibilities, and interactions of each user group.
Step 4: Create a List of Requirements
- Prioritize Features: Categorize them as "Must Have", "Want to Have", "Don't Need".
- Consider IT and Hardware Needs: Include requirements discovered during the analysis of existing systems and hardware.
Step 5: Evaluate CSMS Vendors
- Compare Vendors: Analyze and compare how each vendor meets your prioritized requirements.
- Utilize Evaluation Template: Consider using the free CSMS Evaluation Template for efficient comparison.
Additional Considerations
- Vendor Reputation: Consider the vendor's training and customization support.
- Value of Third-Hand Accounts: Gather unfiltered perspectives from industry peers.
- Cost of Implementation: Consider not only operational costs but also the initial implementation expenses.
- Metergram's Services: Leverage Metergram’s expertise in CSMS implementation and systems integration.
- Custom CMSM Projects: Examine the intricate question of building or buying a CSMS solution, as detailed in a separate article.
By adhering to this structured approach and taking into account the above key takeaways, your organization is positioned to make an informed, strategic selection of a CSMS that will integrate seamlessly with your current system and support long-term goals. Additionally, partnering with an experienced provider like Metergram can provide further guidance and support in this critical decision-making process.
