In the past, we’ve talked about how raicoon’s multi-level smart ticket system works. Today we want to switch gears and talk about something far more important — what its implementation can mean for your team.

But first, a refresher:
 

What does a smart ticket system do?

The multi-level smart ticket system (MLS) is the interface through which the raicoon autonomous operations center (AOC) platform communicates when maintenance is required. It also serves as a communication tool through which service providers can exchange information. 

In other words, the MLS is how raicoon AOC communicates the correct next steps when solar system faults arise. It was developed to work for everyone in the value chain, meaning that asset owners and managers have access to the information they need, while still allowing service providers to communicate with one another without fear of loss of privacy or repercussions for “saying the wrong thing.”

For a deep dive into how the system works, check out our explainer article here.

 

How a multi-level smart ticket system improves solar workflows

We knew that to make solar operations truly autonomous, an upgraded ticket system was necessary to match the efficiency of raicoon AOC’s fault detection engine. 

Although raicoon AOC automates the operations portion of operations and maintenance (O&M) fully, there is still a need for corrective maintenance when faults occur. When the fault detection engine finds an anomaly and determines that it’s real and actionable, the system needs to communicate the correct next steps in a timely, accurate, and hands-off fashion. Implementing such a system has a transformative effect on workflows for both onsite technicians and control room operators.

 

Achieve the right balance between transparent information and intra-organization privacy

This is a key element of the MLS. To receive maximum value from the AOC, information about fault details, ticket status, etc. must be transparent and available. This means that everybody in the service chain must use the system. 

This is why we created a “multi-level” system — we understand that organizations need a certain amount of privacy when it comes to internal information. The MLS was developed so that all participants in the service chain can share with ease the information the system needs to run optimally, while still being able to decide what information should stay private within their organization.

The system enables subcontractors to do what they need to do with the privacy they desire, while still providing solar asset managers with access to the information they need — such as response times and impact on PV plant performance.
 

Eliminate unnecessary back-and-forth communications

Because fault characteristics are updated live within the ticket — including the exact location of the faulty component, a detailed solution path, and any necessary documentation — engineers will always have the information they need onsite. This keeps them from having to linger after the job is done to check back with control room operators. No more waiting for updates on whether a component has gone live, or having to spend extra time to document the type of fault addressed.

In short, workflows are streamlined, wait times are reduced drastically, and there is far less opportunity for miscommunications.
 

Do away with the need for monitoring

raicoon AOC is a “passive” system. This means that so long as the technicians responsible for responding to errors respond to ticket requests and maintain the workload outlined in their Service Level Agreements (SLAs), there’s no need for asset managers or supervisors to get involved in the process.

And as for operators and technicians — they no longer need to monitor for errors at all. They can go about their daily tasks, knowing that the system will alert them when attention is required. This is how control-room roles transform from being cost-factors to revenue-generators.
 

Achieve scalability and flexibility

The hierarchical, multi-level structure of the MLS allows the system to accommodate varying sizes of operations teams and organizational structures and ensures that tickets are managed at the appropriate level of expertise.

Alerts can also be tailored to individual preferences, ensuring that supervisors are notified based on criticality rather than every minor issue — so they can focus on strategic tasks rather than trying to monitor and manage every action actively.

All you need to do is assign roles accordingly, and the system takes care of the rest autonomously.
 

Remove manual inefficiencies

The multi-level nature of the MLS ensures there’s no need for multiple communication channels. It also erases unnecessary steps from the fault rectification process thanks to the level of detail live-updated within the ticket, including live status, associated losses, data transmission times, and documentation from previous technicians.

This hands-off, “passive” approach saves a substantial amount of time for everyone in the value chain — onsite technicians and supervisors alike. Headaches are avoided, resources are better allocated, and money is saved.
 

What impact will a smart ticket system have on solar professional roles?

Autonomous operations is transforming solar workflows. By implementing a smart ticket system, solar professionals can leverage a platform that not only increases the operational capabilities of solar plants but also facilitates their professional growth and efficiency.

As routine monitoring and alert management are automated, solar professionals can work on specialized tasks and skill enhancement. Eliminating many of the repetitive tasks associated with monitoring can lead to increased job satisfaction and reduced burnout. Instead, employees can engage in more meaningful, impact-driven work concerned with big-picture, strategic thinking and overall plant efficiency.

Welcome to the paradigm shift! By embracing such a “passive” system, not only can you enhance the profitability and sustainability of your solar systems, but also transform the daily working life of your team with advanced tools that will help them excel in their roles. Care to learn more? Schedule some time to have a conversation with our team.