What if you could improve your EV charging service simply by communicating the right information to the right driver at the right time?
Operating and managing an EV charging network is not straightforward. Chargers occasionally go offline, maintenance work needs to be carried out, pricing changes occur, and new payment methods are introduced. While the industry continues to make significant progress, proactive communication remains one of the most effective ways to improve the EV Driver experience.
Too Much Communication Can Kill Communication
When planning a journey, drivers are used to receiving traffic updates, road closures, and navigation alerts. However, when it comes to EV charging, receiving relevant information about charging locations, pricing changes, or network updates is still far from standard. At the same time, we live in a world overloaded with information. Drivers do not want a constant stream of notifications that are irrelevant to them.
The challenge is not to communicate more. The challenge is to communicate what matters to the right person at the right moment.
What Should Be Communicated to EV Drivers?
Imagine receiving a notification that a charging station you frequently use will undergo maintenance tomorrow. Or being informed that a new high-power charging hub has just opened along your regular route. These are simple examples of how timely communication can improve the overall charging experience and strengthen the relationship between drivers and mobility service providers.
At Saascharge, we believe that effective communication falls into three main categories, each delivering a different type of value to EV drivers.
1. Account and Usage Information
These are messages directly related to a driver’s account and charging activity. They help users stay informed, avoid disruptions, and maintain a seamless charging experience.
Examples include:
- Low wallet balance alerts
- Successful transaction notifications
- Payment issues
- RFID card updates
- Subscription or membership information
2. Operational Information
Proactive updates about outages, maintenance, and availability changes help drivers plan and build trust in the network.
Examples include:
- Charging station outages
- Planned maintenance windows
- Service restoration notifications
- Changes to charger availability
3. Commercial Information
Commercial communication is more than sharing news. It helps engage drivers, increase network visibility, and encourage greater use of the charging network.
Examples include:
- New charging station installations
- New payment methods
- Pricing updates
- New eRoaming partnerships
- Special promotions or offers
The effectiveness of a message also depends on the channel used. While email is well-suited for receipts, pricing updates, and contractual information, real-time operational updates are often more effective via SMS or mobile push notifications.
How Do You Deliver the Right Communication to the Right Driver?
Targeting is critical.
EV drivers receive countless notifications every day. Irrelevant messages reduce engagement and increase the likelihood that future communications will be ignored. If a charging station is upgraded in Zurich, there is little value in notifying drivers who only charge in Geneva. The more relevant the communication, the greater its impact.
Data Makes Targeting Possible
Modern charging networks generate valuable insights, including:
- Charging locations
- Charger types used
- Charging frequency
- Preferred charging sites
- Payment methods
- RFID usage
- eRoaming preferences
This data enables operators to move from mass communication to targeted communication.
For example:
- Notify only drivers affected by a maintenance event.
- Inform DC charging users about a new high-power site.
- Communicate regional pricing updates only to impacted users.
- Inform roaming users about new charging networks available to them.
Analysis Creates Value
Data becomes valuable when it is transformed into insight. By analysing charging behaviour, operators can identify which locations drivers use most, which users are affected by specific events, and which services are most relevant to them. These insights enable highly personalised communications that drive engagement and increase network usage.
Being Proactive Matters
The most valuable communication happens before an event impacts the driver. Proactively informing users about outages, maintenance, network expansions, pricing changes, or new charging opportunities helps drivers plan, strengthens trust, and encourages greater use of the charging network.
Why Driver Communication Matters?
While charging network reliability continues to improve, the EV Driver experience remains challenging. According to the 2025 Vecharged Public EV Charger Reliability Report, approximately 1 in 7 public charging attempts fail on the first try, highlighting the gap between charger availability and the actual charging experience.
For charging network operators, informing drivers about outages, maintenance activities, alternative charging locations, pricing changes, or service restoration can transform a negative experience into a positive interaction. Better communication builds trust, improves customer satisfaction, and ultimately drives greater network utilisation and customer loyalty.
The Solution: Transforming Your Operational System (CPMS) into a Driver Engagement Platform
Your Charging Point Management System (CPMS) already contains the data needed to communicate effectively with drivers. Charging behaviour, station usage, payment preferences, and roaming activity provide valuable insights into what matters most to each user.
At Saascharge, we have developed a News Broadcasting Platform that enables CPOs, EMPs, and Site Owners to deliver targeted communications directly from their charging ecosystem.
Whether sharing maintenance updates, service interruptions, pricing changes, new charging locations, or roaming opportunities, operators can ensure the right message reaches the right audience through email, SMS, or mobile notifications. By delivering relevant information proactively, communication becomes a powerful tool for strengthening customer relationships, increasing driver engagement, and driving more transactions across the charging network.
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