Otis Launches Signature Service for Seamless Customer Integration

Otis, the world's leading manufacturer and maintainer of people-moving products, including elevators, escalators and moving walkways, launched "Signature Service” last week. The enhanced version of the Otis service combines new digital technologies with the company's legacy of personal care for its customers' people-moving equipment.
 
Chris Smith, Vice President of Service Innovation at Otis, discussed the changes to the program.
 
“Signature Service is the reinvention of how we offer service solutions for our customers. It is more than a philosophy or brand—it is personal service designed to deliver the functional building blocks customers need in today’s digital age. Otis is undergoing a global service transformation that is largely focused on empowering Otis service teams as well as customers with information and communication. Signature Service is built on our investment in core areas: Personalized and unique services designed for and with our individual customers that blend modern intelligence with our legacy of personal touch. The creation of safer and smarter workforce. Intelligent technologies built on the backbone of IoT that can predict issues before they occur, diagnose issues remotely and better connect our people to our equipment and customers.”
 
The employees, which includes thousands of technicians and mechanics, the strengthened UTC, and the research center are all things that make Signature Service unique. People are the focal point for Otis, as they build everything else around the customer.
 
“Our transformation puts people at the center of everything we do. Our new service digital ecosystem is powered by 68,000 employees, including 33,000 technicians and mechanics, and accelerated with the strength of UTC, including its research center and digital accelerator resources. Today in the field we have deployed more than 17,000 iPhones and applications in 13 countries, which reaches more than 50 percent of our mechanics; our goal is to reach more than 70 percent of our mechanics by years-end. Our team has built, piloted and continues to enhance our service apps portfolio with tools that help technicians be more proactive and effective with apps that expedite and enhance parts ordering, customer communication, predictive maintenance, ride quality as well as apps focused exclusively on employee safety to empower our employees to work smarter for our customers and safer for their own and family’s well-being. As part of our iPhone deployment, we’ve deployed a digital collaboration app to mechanics to aid communication and global collaboration removing language barriers and help customers reap the benefit of the knowledge of our more than 33,000 technicians and mechanics in real-time.
 
We lead from the bottom up—field employees surface ideas to make service smarter, easier and better for the customer, and then support global teams to create and implement solutions. We now have more than 1,000 employee champions to help deploy new technologies and support change management.”
 
Otis’ industry within building transportation, despite not creating as many headlines as other industries, is facing the same challenges and struggles as any other industry. Technology, urbanization, and passenger expectations have all dramatically effected how Otis has had to market.
 
“The building transportation industry is undergoing a dramatic shift. New technologies are transforming the way we move, and rapid urbanization have made elevator and escalator technologies more critical. At the same time passengers have new expectations for their residences, workplaces and recreational spaces and as a result our customers need service that is faster, more customized and more digital. We’ll continue to introduce new service offerings as part of Signature Service that use data to increase uptime, meet customer needs and enhance passenger experience.”
 
Ultimately, the goal of Otis is to be a seamless part of their customers daily journeys and digital touchpoints. With the new Signature Service platform, Otis believes it is well on its way of making this goal a reality.
 

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