Operations ERP — VoltCharge Platform

Overview

The Operations ERP is the command center for day-to-day support operations. It equips your team to handle customer calls, manage service tickets, monitor charger health, and communicate with customers — all from one interface.

Operations Dashboard — ticket stats, charger health indicators, fault tracking, and recent activity feed.

Unified support dashboard — All operational metrics at a glance
AI-powered automation — Intelligent message classification and routing
WhatsApp integration — Customer and team communication via WhatsApp
Remote charger control — MQTT-based remote commands for diagnostics and resets

Dashboard

Operational overview showing key metrics for team performance, call volume, ticket status, and charger health.

Call volume metrics — Daily call counts by category with trend indicators
Ticket statistics — Open, in-progress, and resolved ticket counts
Charger health overview — Network-wide charger status summary
Team performance — Per-agent activity and resolution metrics

Hotline & Call Management

Structured call logging system with 4 categories, caller identification, assignment tracking, and resolution workflows.

Hotline — live call timer, automatic contact lookup, category selection, and call history.

4 call categories — Payment Issues, Charger Faults, General Inquiry, Complaints
Caller identification — Automatic customer lookup by phone number
Call assignment — Route calls to appropriate team members
Resolution tracking — Track call outcomes and resolution details
Call history — Full history with search and filter capabilities

Ticket System

Priority-based ticket management with full lifecycle tracking from creation to resolution.

Priority levels — Critical, High, Medium, Low
Status workflow — Open → In Progress → Resolved → Closed
Team assignment — Assign tickets to specific team members

Ticket notes — Add notes and updates throughout the lifecycle
Full history — Complete audit trail of all ticket changes
Auto-creation from calls — Escalate calls to tickets with one click

Customer Requests

Incoming customer request queue with AI-powered classification and intelligent priority routing.

Incoming request queue — Centralized inbox for all customer requests
AI classification — Automatic categorization using Claude AI
Priority routing — Intelligent assignment based on request type and urgency

Chargers Hub

Complete charger diagnostics and remote control center. Monitor status, send commands, and manage firmware updates.

Chargers Hub — real-time status, connector states, transactions, and remote control commands.

Status monitoring — Real-time charger status across the entire network
Remote commands — Reset, Start, Stop charging sessions via MQTT
Firmware OTA — Over-the-air firmware management and deployment
Charger diagnostics — Detailed charger health data and error logs
Remote reboot — SSH-based server reboot capability for critical situations

WhatsApp Integration

Full WhatsApp business integration with incoming message inbox, AI-powered classification, and automated team notifications.

Message inbox — All incoming WhatsApp messages in one place
AI classification — Automatic message categorization via Claude AI
Group notifications — Automated alerts to support team groups

Media support — Handle images, documents, and voice messages
Customer history — Full conversation history per customer
Outbound messaging — Send messages and alerts to customers

Finance Module

Operational finance tools for support agents — quickly look up customer balances, payment history, and process manual top-ups.

Balance lookup — Instant customer wallet balance search
Payment history — All transactions across CyberSource, Amex, Dialog, and manual payments
Manual top-up — Process manual wallet top-ups with receipt tracking
Wallet audit trail — Complete audit log of all wallet transactions

Contacts

Comprehensive customer database with search, balance information, and per-customer transaction history.

Customer database — Searchable directory of all customers
Phone/email lookup — Quick search by phone number or email
Per-customer history — Balance, transactions, and charging sessions per customer

Team Management

Department-based team organization with role assignments and capability management.

Role	Description	Typical Responsibilities
Admin	System administrator	Full access, team management, configuration
Manager	Operations manager	Team oversight, reporting, escalations
Dispatcher	Call dispatcher	Call routing, ticket assignment, scheduling
Ops Agent	Operations agent	Call handling, ticket resolution, customer support
Installer	Field technician	Charger installation, maintenance, diagnostics
CPO	Charging Point Operator	Network monitoring, charger oversight

Department capabilities — Hotline, Service, Maintenance, Technical departments
Activity tracking — Monitor team member activity and performance

Automated Monitoring

Proactive charger health monitoring with automated fault detection and instant team notifications.

Scheduled health checks — Cron-based charger status monitoring at regular intervals
Automatic fault detection — Detect chargers going Faulted or Offline
WhatsApp alerts — Instant team notifications via WhatsApp group
Alert history — Full log of all automated alerts and their resolution
Reminder system — Automated follow-up reminders for unresolved issues

Support Mobile App

A dedicated Android app for field technicians and support agents. Provides real-time charger monitoring, OCPP debugging, remote charge control, and customer lookup — all from a mobile device. Authenticates against the Operations ERP user database.

Live Dashboard

Real-time charger network overview via MQTT. Displays L2/L3 split with status buckets — Available, Charging, Weak Signal, Offline, and Faulted — with search and filter.

Active Sessions

Live view of all ongoing charging sessions across the network. Subscribes to MQTT topics per charger for real-time energy, duration, and connector status updates.

Charger Map

Interactive map showing all charger locations with color-coded markers for DC (red) and AC (blue), and online/offline status indicators. Tap to open charger details.

OCPP Debug Console

Per-charger live OCPP debug stream showing status notifications, meter values, heartbeats, and command responses. Send remote commands directly from the console.

Charger Health Monitor

OCPP heartbeat analysis across all chargers. Shows online/offline counts, average heartbeat intervals, and identifies chargers with degraded connectivity.

Force Charge

Remote start or stop a charging session for any customer. Select charger, search customer, choose connector and charge mode (amount or time), then initiate the session.

Customer Lookup

Search customers by phone number. View wallet balance, charging session history, vehicle details, and profile information — all from the field.

Support Tickets

Create and manage ERP service tickets from the field. Filter by status (Open, In Progress, Resolved), add notes, and track resolution — synced with the Operations ERP.

Issue Tracker — Assign, track, and resolve charger faults with priority levels (Low, Medium, High, Critical)
Maintenance Planning — Schedule routine, repair, emergency, and inspection tasks with L2/L3 charger type filtering
Push Notifications — Send broadcast messages and charger-specific alerts to mobile app users
Alerts Feed — Real-time feed of charger offline events and system alerts with read/unread tracking
Offline-capable — Local SQLite storage for issues and maintenance tasks when connectivity is limited
ERP authentication — Uses Operations ERP credentials with role-based access control

Navigation	Description
Dashboard	Real-time L2/L3 charger status overview with MQTT live data
Sessions	All active charging sessions with live energy and duration
Debug	Charger OCPP debug console + customer phone lookup
Map	Interactive charger location map with status markers
More	Issue tracker, maintenance, force charge, tickets, alerts, notifications, charger health

External API

Secure API endpoints for third-party application integration, including authentication services.

Login API — Authenticate users from external applications against the ERP user database
API key authentication — Secure API access via dedicated API keys
Webhook endpoints — Receive charger alerts and notifications from external systems

Security

Enterprise-grade security with role-based access control and department-level permissions.

JWT authentication — Secure session management with automatic expiry
6 user roles — Granular role-based access control
Department permissions — Access scoped to department capabilities
Webhook secrets — All external endpoints secured with cryptographic tokens
HTTPS enforced — All traffic encrypted with TLS/SSL