Otis Boosts Service With Connected Digital Ecosystem
Otis has launched mobility tools and service apps as part of its global digitalisation strategy. While keeping people at the heart of its innovation, Otis, a unit of United Technologies Corp. is harnessing the power of digital technology and the Internet of Things to deliver an even higher level of personalised service.
The new digital ecosystem will be implemented in phases across multiple markets in Southeast Asia in 2018 and 2019 as part of Otis’ service transformation program. More than 31,000 employees globally will benefit from this initiative when completed -including over 160 service employees at Otis’ Singapore Service Department.
With the introduction of the service mobile applications, the field employees are able to leverage the digital tools and channel the time and effort previously spent on time-consuming, yet necessary activities to other customer priorities. These apps include technology that:
- Assesses the ride quality – noise and vibration levels – of an elevator using a mobile phone and then generates information mechanics can use to make repairs.
- Gives field employees instant access to diagnostic information, as well as a library of codes aimed at promoting self-directed upgrading among employees.
- Allows mechanics to request for spare parts via the app, saving on travel time from customer sites to office.
“The satisfaction of our customers is our highest priority and we are constantly striving to improve our processes and quality controls to deliver excellence,” said Greg Nagle, Managing Director, Otis Elevator Company, Singapore. “Our investment into technology, and by extension our people, will enable us to further enhance our service to meet and exceed their expectations.”
“The service technology we’re developing challenges the industry status-quo,” said Tony Black, President, Otis Service. “It’s about combining the vast service expertise of our teams with digital innovation to address a potential maintenance issue before it becomes one. It’s about a shared knowledge of equipment health so that our teams arrive on a job site with the tools and information they need, and our customers are informed and have peace of mind every step of the way.”