Northreach halved truck rolls across a 31 MW O&M fleet

The situation

Northreach maintains 140 commercial rooftop sites totalling 31 MW across two states. Their SLA promised a site visit within 48 hours of a generation alarm, and they were meeting it — by sending someone to find out what the alarm meant.

Roughly two in five of those visits ended with the technician identifying a fault they could not fix that day, because the part was in the depot.

What changed

1. 1Alarms carry string-level contextAn alarm now names the affected strings and their history, not just the site.
2. 2Triage happens at the depotA technician classifies the fault before anyone drives, and about a third resolve remotely.
3. 3The van is loaded against the diagnosisWhen a visit is warranted, the likely part goes with it.

The SLA was never the problem. We were meeting it twice for the same fault.

Operations head, Northreach