Otis Elevator: Accelerating

Business Transformation
with IT
OTISLINE Customer Service Centre—Early
Applications of IT
 OTISLINE ?
Otis created a centralized customer service system to
dispatch service mechanics.

IT worked with many functional areas to implement

this 24 x 7 concept, called OTISLINE
 Before Otis line
Service personnel were dispatched from local offices,
There was no central view of service delivery,
response time, or cumulative product issues in the
field.
Service problems might be unknown to senior
management until they had become critical situations
resulting in customer complaints or in some cases
service contract cancellations.
 Benefits of otisline
24 x 7
Improved visibility of the elevator service business performance
to management, enabling it to provide more effective quality
service to customers.
Allowed Otis to produce “excess” callback reports for various
levels of management.
For example, elevators receiving three or more call backs in a
month were reported to the district manager; those receiving
eight or more in 90 days were reported to the regional vice
president.
Critical situations were reported to the president of the regional
business.
 Benefits of otisline
Speedy communication & rapid response
Stabilize the cancellation rate
Satisfaction of all stake holders
Competitive advantage
Creating barrier for new entrants
Better decision making
Thank