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Otis’ new digital ecosystem to benefit over 31,000 staff globally



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Otis, a unit of United Technologies Corp., has launched mobility tools and service apps as part of its global digitalisation strategy.

In a press statement to Human Resources, Otis revealed that this new digital ecosystem will be implemented in phases across multiple markets in Southeast Asia in 2018 and 2019 as part of its service transformation programme.

According to the company, more than 31,000 employees globally will benefit from this initiative when completed – including over 160 service employees at Otis’ Singapore Service Department.

The new service mobile applications will help field employees leverage the digital tools and channel the time and effort previously spent on time-consuming, yet necessary activities to other customer priorities.

The apps will include technology that:

  • Assesses the ride quality – noise and vibration levels – of an elevator using the 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.

Noting that customer satisfaction is the company’s highest priority, Greg Nagle, managing director, Otis Elevator Company, Singapore, said: “Our investment into technology, and by extension our people, will enable us to further enhance our service to meet and exceed their (customers’) expectations.”

Tony Black, president, Otis Service, explained: “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.”

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