Driving Reliability Through Unmatched Customer Support

When it comes to EV charging, reliability isn’t just a goal – it’s a necessity. Local Authorities need to be confident that the charging infrastructure they provide is not only efficient but also well-maintained and dependable. At Trojan Energy, we understand this deeply, which is why our fully in-house Customer Service Team is more than just a support line. They’re a critical part of our commitment to delivering a seamless, reliable charging experience for residents.

From proactive monitoring to rapid on-the-ground action, our Customer Support Analysts ensure that the network operates at its best – so residents can charge without hassle and Local Authorities can trust that their investment is in safe hands.

Proactive Monitoring: Staying ahead of issues
Our Customer Support Analysts continuously monitor charger performance, allowing them to spot and resolve issues before they impact users. By leveraging real-time data, they can often fix faults remotely, keeping downtime to a minimum and ensuring residents always have access to a working charger.

Rapid Response: Support when you need it
Reliability isn’t just about the hardware; it’s about the support behind it. Our team is available 24/7 via email and app and can be reached by phone from 7 am to midnight. Whether it’s a query about using the chargers or reporting an issue, we prioritise fast response times to keep the network running smoothly.

Seamless On-Site Support: no delays, no third parties
Sometimes, on-site fixes are required. Unlike other providers who outsource field support, our in-house Technicians work hand-in-hand with our Customer Support Analysts. This means:
– No time wasted on handovers to external contractors
– No waiting for third-party scheduling
– A streamlined, efficient process to get chargers back up and running quickly

In-House Expertise: A key advantage
Because our entire support team is in-house, they have deep product knowledge. This translates to:
– Faster and more accurate fault diagnostics
– Clear and timely updates
– A better overall experience for residents
Our in-depth understanding of our own technology gives us a competitive edge – we know our products inside out.

A reputation for excellence
Our approach to customer service isn’t just about fixing problems, it’s about building trust. And it’s working:
⭐ “The one standout feature is your levels of support and service. You are the most responsive, most pleasant to deal with, and most efficient aftercare team I have ever encountered (really).”
— Customer, Brent

At Trojan Energy, we believe EV charging should be hassle-free. That’s why we go beyond just providing chargers – we provide a dedicated, expert team to ensure they work seamlessly for both Local Authorities and the communities they serve.

Want to learn more about how we support Local Authorities in delivering reliable EV charging? Get in touch today.