80% faster onboarding and 78% fewer support tickets: Sevadis transforms operations with Monta

Customer background

Since 2016, Sevadis has been at the forefront of electric vehicle (EV) charging solutions in the UK, supplying, installing, and supporting EV charge points for residential developments, commercial sites, and individual customers. 

With a commitment to quality and innovation, Sevadis is the trusted choice for industry-leading names like British Airways, Unilever, and Marks & Spencer. Their loyal UK-wide customer base trusts them to provide; high-performing, reliable charging stations, easy and efficient installations, and reliable customer service – for a fast and efficient resolution, round the clock. 

The challenge 

Sevadis’ previous charge point management solution posed operational challenges. Onboarding could be slow for both Sevadis and their customers – requiring lengthy induction training to cover the basics of the platform. 

Once onboarded, the system was not user friendly – meaning customers needed more support from Sevadis than was ideal.

Why Sevadis chose Monta: 

In 2023, Sevadis migrated all of their charge points to Monta and now operates exclusively on the Monta platform. The decision was driven by: 

• A feature-rich platform – designed to scale with Sevadis’ growing business and capable of serving a diverse range of customers. Monta’s commitment to innovation, with a 100+ engineering team gave assurance the platform would be suitable now, and in future. 
• Customer-centric focus – Monta’s 24/7 support, dedicated UK-based CSM and Account Manager, and a comprehensive Help Centre aligned perfectly with Sevadis’ own service standards. With Monta, Sevadis and their partners would be able to self-serve when needed, and have a present, UK-focused team when additional support was required. 
• Streamlined onboarding process – the intuitive, simple interface means Sevadis could onboard new customers quickly and efficiently, with far less training required.

“Sevadis has always led the market with the standard of its technical and customer services, yet the switch to the Monta platform has taken those services to the next level. With a better experience for all – internally, customer-facing and for the customer and end-user – the benefits of the change have been significant and stand us in great stead for continued growth and the future success of the business.”

Mark Smith, Operations Director at Sevadis

The result 

Migrating to Monta has transformed Sevadis’ operations, with: 

• Simplified charger set-up – chargers, such as the Autel Sevadis MaxiChargers, are transitioned to Monta remotely in minutes. 
• Faster, simplified onboarding – with Sevadis reporting an 80% reduction in onboarding time – with training sessions now shorter and more effective. 

“Previously, onboarding could take around 2-4 days, but now thanks to Monta, we typically complete this in a single day – most remotely”.

• Customer independence – partners can self-manage their networks, from changing tariffs to scheduling charges – significantly reducing support needs
• Lower support demand – with Sevadis noting a 78% reduction in cloud-related support tickets recorded, even as the network expands. The improved usability of the platform has allowed site administrators to handle more tasks themselves, significantly easing the workload for support teams. 
• Faster issue resolution – support response times have dropped to near real-time, with escalation available through a dedicated CSM.
• Significant uptime increase – with Sevadis reporting a 40% increase in charger uptime, due to Monta’s proactive monitoring and quicker issue resolution capabilities. 
• Outstanding user experience – Sevadis finds Monta intuitive to use, stating “the platform is straight forward, intuitive and easy to navigate – even for uncommon or infrequent tasks”. 

“Monta is undoubtedly the best platform feature-wise. We have customers with very specific requirements, and we haven’t found one that we haven’t been able to meet with Monta’. 

Dan Smith, Technical Support Engineer at Sevadis. 

Key features used: 

• Invoicing & billing: What was once a manual process handled by Sevadis is now fully automated. Customers have full visibility of transactions, revenue, and margins – empowering them to manage finances independently.

• Smart scheduling: Particularly valuable for contracts like Pegasus Homes (assisted living apartments), enabling automated, user-friendly charging schedules.

• Alerts: Integrated with Sevadis’ HubSpot system, alerts generate support tickets automatically, ensuring fast issue resolution. This proactive system is crucial for managing the Sevadis HQ site with 16 chargers (DC and AC) in a range-challenged environment.

Conclusion

Monta has enabled Sevadis to elevate its service delivery, reduce internal workload, and confidently scale with major clients. With Monta, Sevadis is not just keeping up with the demands of the EV charging market – they’re setting the standard.