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Customer Experience Strategy

Improving field support with Volkswagen Group Charging: A story of partnership and innovation

Sarah Latsch, SVP Client Services, Global Automotive Vertical Lead at TP - 8/28/2025

Field service operations are under growing pressure. Many service leaders today are facing the same challenges:

  • Technician shortages
  • Increasing service demand
  • The need to do more, with greater efficiency


These were exactly the challenges Volkswagen Group Charging (Elli) was managing during the European rollout of its Flexpole EV charging stations. They came to us with a clear challenge: How can we scale field support, improve fix rates, and increase efficiency—without adding more headcount?


What followed was a true collaboration—one that pushed both our teams to think differently about what field support could be.

A shared goal: Field service support that works smarter

 

At the heart of this partnership was a simple, powerful insight: If our TP experts in the command center see what the field technician sees, in real time, we could fix problems faster—together.

 

Working closely with Volkswagen Group Charging, we designed and piloted a new field support model. The result: TP Reach.

TP Reach: Get closer to the problem. Go further with the fix.


TP Reach brings together smart onsite technology and live command center expertise to support complex, fixed installations—like EV chargers—with real-time collaboration. Here’s how it works:

  • Technicians in the field wear high-resolution Smart Glasses
  • Our TP experts, based in a centralized command center, see exactly what the technician sees
  • We guide them step-by-step using live video, visual cues, and annotations


It’s an eyes-up, hands-free support experience that helps solve issues more accurately, and more efficiently—often in a single field session.

The impact: Faster fixes, greater efficiency, smarter support.


With TP Reach, Volkswagen Group Charging is already seeing real gains:

  • Shorter fix times and reduced downtime – 30% reduction of average handling time per session 
  • Fewer repeat visits – 30% increase in first case resolutions
  • No documentation burden—calls can be recorded automatically
  • More confident, connected technicians in the field


But perhaps most important, is the sense of collaboration between field teams and remote experts. It doesn’t feel like a top-down solution - it feels like working together. That’s made all the difference.

" To meet our ambitious business goals, it was clear that we needed to transform our field service support model. We are convinced that TP is the right partner."
Dominik Büscher
Volkswagen Group Charging

Looking ahead: From EVs to Med Tech and more


TP Reach was developed with EV charging in mind, but it has potential far beyond that. We’re now exploring applications across other industries that rely on complex fixed equipment, including:

 

  • Medical equipment
  • Heavy production machinery
  • Elevators and lifts
  • High-end home appliances


Wherever there’s complexity—and a need to improve field efficiency—TP Reach can help teams perform at their best.

Want to see TP Reach in action?


We’re truly grateful to Volkswagen Group Charging for their partnership in building and shaping TP Reach.


If you're exploring new ways to increase efficiency, scale your field support, or empower your teams with better tools—we’d love to connect.


Watch my video interview with Dominik Büscher from Volkswagen Group Charging, or contact us to learn how TP Reach could support your business


Let’s improve your field service—together. TP Reach, get closer, go further.

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