StarCharge is a company with 'user-centricity' rooted in its cultural DNA. To truly safeguard the user experience, it has, over the years, optimized and upgraded its original '3*3*4 model' and launched the '3*4*5 model'.
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3 Customer Groups
Based on customers' charging scenarios and needs, customers are divided into three major categories: public charging customers, industry charging customers, and home charging customers. Specifically:
Public charging customers consist of two major categories — self-operated customers and jointly-operated customers — with a total service capacity of 2.9 million kW;
Industry charging customers cover four charging scenarios — public transit, logistics, airports, and special purposes — with a total service capacity of 1.4 million kW;
Home charging currently ranks first in market share in China, with strategic partnerships with more than 60 automakers and a market share of 43%.
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4 Basic Services
Around these three customer groups, StarCharge offers four basic services: solutions, equipment troubleshooting, equipment inspection, and equipment commissioning. Notably, StarCharge is the first private company in China to obtain certification for charging and battery-swapping facility O&M services, and is capable of providing 'five-star' service nationwide!
From the initial project requirements stage onward, it can rely on its own products and technologies, combined with its judgment of usage scenarios, to accurately identify customer needs and develop suitable project solutions. Specifically:
(1) StarCharge has currently established 8 O&M service regions nationwide, covering 31 provinces, municipalities, and autonomous regions, with service outlets in 44 cities — from Aksu in Xinjiang in the west, to Suihua in Heilongjiang in the north, to Sanya in Hainan in the south, and to Shanghai in the east. A total of 232 front-line O&M service personnel are stationed long-term at these service outlets, delivering professional service and timely responses. Going forward, the O&M service areas and service capacity will be further expanded in line with the distribution of products.
(2) The project management group of the O&M service department has 22 project management engineers supporting the regions in safety management, customer management, business management, and organizational management, including 8 PMP-certified project managers and 1 holder of EHS safety system certification, with 79% holding a bachelor's degree or above.
(3) The technical support group of the O&M service department has 22 technical support engineers, mainly responsible for standards and manuals, training, skills, and solutions, including 2 senior experts and 5 senior technical engineers.
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A 5-Layer O&M System
On top of a nationwide, 7×24h O&M system, StarCharge has also built a five-layer O&M system: value-driven O&M, intelligent O&M, proactive O&M, rapid O&M, and safety O&M.
In value-driven O&M, StarCharge firmly believes that the value of O&M both depends on and is independent of products — service itself is value. Through multi-system, multi-scenario O&M service solutions, customer interests can be better protected.
In safety O&M, StarCharge stipulates that station operations must establish safety management organizations and responsible persons, and has set up an operations safety committee at the group level, with safety officers under the committee, and safety teams and safety officers at regional companies. It has also established a system in which the head of each StarCharge subsidiary serves as the first safety responsible person and the O&M safety officer as the second, ensuring that every pile cluster or station has no fewer than 2 safety responsible persons.
Taking 2021 as an example, there were 0 confirmed responsibility-attributable safety incidents for the entire year, the closure rate of safety incident handling reached 100%, the root causes of safety incidents were located in about 8 hours, and the big data platform's proactive protection feature protected an average of 500 orders per day.
In rapid O&M, thanks to StarCharge's nationwide O&M network, its after-sales service response speed leads the industry. Currently, it has 7 major regions nationwide, covering 31 provinces, municipalities, and autonomous regions, service outlets in 50 cities, and 180 on-site O&M service engineers. The timely response rate is 99.52%, and the on-time completion rate is 97.59%. Nationwide, it implements spare-parts warehouses in key cities plus backpack management, comprising 2 headquarters warehouses, 7 regional warehouses, spare-parts warehouses in key cities, and O&M engineers' personal backpacks.
Meanwhile, based on an intelligent monitoring system built on the 'cloud-pipe-terminal' architecture and monitoring of 'two-high, two-low' indicators, and driven by the intelligentization of the OMC platform, StarCharge monitors the 'two-high, two-low' operating indicators of its equipment. Through proactive indicator data analysis, it uncovers deep-level problems and hidden risks in equipment, achieving a leap from 'passive repair' to 'proactive monitoring'. Based on the analysis results, it provides specific solutions, cleverly realizing 'proactive O&M' and 'intelligent O&M'.
04
Engineering Construction and Station Operations
In addition, StarCharge's construction capabilities and station operation capabilities are also worth mentioning.
StarCharge holds general contracting qualifications for power engineering construction and electrical installation, with experience in the turnkey construction of more than 40,000 stations. It has distilled a complete set of efficient and safe construction processes and, together with its rich network of upstream and downstream strategic suppliers, has raised station construction efficiency by 6%, enabling earlier completion, earlier operation, and earlier returns.
Meanwhile, as a leading charging station operator, StarCharge has also accumulated rich station operation experience and can empower stations across their entire life cycle. Integrating existing resources and experience, it provides different services and empowerment policies according to each station's stage and profitability, using various marketing tools, strategies, and operational methods to attract and retain users for stations, helping them achieve rapid and sustained profitability.
Moreover, under StarCharge's umbrella there is also Dehe Insurance, an insurance intermediary that protects partners in operating charging stations with minimal risk, providing four product package solutions for 5 major risk points, avoiding major losses with small investments and expected to reduce economic losses by 80%!
