We have built and grown our business with the philosophy that a successful monitoring structure must start with a strong foundation.
AlsoEnergy understands the critical importance of support and services to the success of your projects. We have built and grown our business with the philosophy that a successful monitoring structure must start with a strong foundation. We have assembled a global team of experts to provide more complete services, and have developed an agile system to share casework that enables us to meet call center demands across every region we serve.
This is the key criteria we aim to achieve with our support and services, along with best practices advice to help us help you.
Fast Responses to Your Support Cases
One of the key metrics we look at is calls that go to voicemail when our team is engaged with other clients: how many calls fall into that category every week, and how many duplicate calls go to voicemail, indicating that the client has tried to reach us more than once. Today we have implemented a system to distribute offline workload across our entire global support team. At any given time, when call volumes are high in a specific region, we are moving offline work to other groups in our network.
The bottom line for clients is that we are able up the phone more often, a trend reflected in our voicemail numbers: since the first week in February, we have generally kept voicemails (blue line) under 40 each week across our global operation, and duplicate calls (orange) have generally stayed under 10.
AlsoEnergy has developed specialized teams to provide dedicated attention to the long jobs of onboarding large and complex greenfield projects, and migrating legacy assets.
With a deep bench of 46 support professionals, we work hard to always prioritize calls from workers on site. You can help us help you by always making a support appointment in advance when you are going to be on site. That will ensure that you do not have to wait for attention from a support technician.
Quick and Complete Project Onboarding
AlsoEnergy has developed specialized teams to provide dedicated attention to the long jobs of onboarding large and complex greenfield projects, and migrating legacy assets. These specialized teams provide dedicated service through the process to onboard each site. Our work includes configuration for displays, alarms, and reports, along with mapping and validation for data sets that may involve hundreds or thousands of reporting nodes.
We have additionally developed the Rule Tool in PowerTrack to enable clients to follow the same process our own technicians use during site commissioning. The Rule Tool provides systematic data validations with a step-by-step process. Running the full range of Rule Tool queries yields a bill of health for each site that is used by many EPCs and owners as a step in their own project commissioning checklists.
We have 3 core pieces of advice for clients to smooth and expedite the project onboarding process, and to get the best outcomes:
Take Advantage of Unlimited Free PowerTrack Training
We encourage clients to be proactive about setting up training. The recommended process is to watch our software introduction videos first, then schedule a live session with our software trainers.
Select Advanced Site Configuration (ASC) Customizations
ASC services dramatically enhance the ability of system operators and O&M providers to deliver efficient, effective oversight. One example is accurate Actual vs Expected yield calculations that may be applied at the site, zone, string, and device levels, enabling fully mapped Production Hierarchy views in PowerTrack. Another example is expertly configured alarms for a better signal to noise ratio. And ASC fully enables the Rule Tool, with its complete range of tools to diagnose issues and validate system performance.
Get the Right People Involved for ASC Customizations
Clients requesting ASC services will receive a spreadsheet where we ask for the critical data to set up performance models in PowerTrack. Completing the spreadsheet is sometimes tasked to EPCs or Project Managers, but AlsoEnergy recommends that owners identify a senior performance engineer to manage that process. Other stakeholders should be involved as well: asset managers should validate that PowerTrack performance benchmarks align with compliance and financial goals. Operators and O&M providers should validate that alarm configurations align with internal workflows to identify, prioritize, and escalate performance issues.