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Otis Elevator Technology Brings Field Service to Customers

By Sam Talbot, Director, Worldwide Service, Otis Elevator


Sam Talbot, Director, Worldwide Service, Otis Elevator

For more than 160 years, Otis Elevator Company has installed and maintained elevators all over the world. Otis understands that building owners require proactive, flexible and convenient service that is also customizable. Technology plays an ever-increasing role in enabling Otis to exceed expectations with solutions such as its eService and remote service offerings.

eService for the e-World

Available in more than 40 countries, and with hundreds of thousands of Otis service customers registered worldwide, eService provides access to critical service information from computers, tablets or smart phones.

It helps building owners or managers stay up to date with multiple options and flexibility so it can be tailored to specific needs. The more elevator or escalator equipment being managed, the more useful e-tools become.

The eService offering has evolved from a technical repository to a proactive communication system that pushes vital information to customers to keep them updated on equipment performance, service requests, maintenance activities, and critical account information.

Building professionals are not onsite with elevator equipment at all times. With eService, they do not need to be, because Otis has made it easy for customers to check equipment status regardless of time of day or location. Increased capability makes real-time communications on equipment status easy and convenient.

With the upcoming launch of the revamped and redesigned eService tool, Otis will debut the most comprehensive upgrade since the initial launch. A completely new, friendlier user interface and quicker, easier access to important information with increased functionality will enhance the benefits of eService.

Customers will be able to manage invoices, make payments, receive proposals (available in certain countries), and request service. They can choose to receive real-time pop up alerts on issues and open calls. Moreover, the eService is available for all equipment Otis is contracted to maintain, includingnon- Otis equipment.

Every cus­tomer’s needs are different, and the new eService of­fers many choices to accommodate preferences for today’s con­nected world. For example, Otis service customers will be able to place service calls through the Web or use the Otis service app for mobile devices, or they can simply call the OTISLINE® 24-hour communications center for assistance. The choice is always theirs. Regardless of how they request service, they can track status and performance with the online eService tools

Since founding an industry, Otis has envisioned a future in which customers can get the most benefit and convenience from their elevators. It has continued to introduce new technology based on that vision, and the e-Service upgrades that allow cus­tomers even more customization and connectivity to their prod­ucts and service represent the latest of that kind of innovation.

Remote Elevator Monitoring

Managing elevator service changed dramatically when Otis introduced remote elevator monitoring (REM®) in the industry. A REM system tracks hundreds of system functions on hundreds of thousands of elevators around the world. If the REM system detects an issue, it diagnoses the cause and location then automatically makes the service call, and an Otis mechanic is automatically dispatched, if necessary. Elevators are often back in service without property managers or tenants realizing there was an issue.

The REM system also identifies many problems before they occur by detecting deteriorating components and intermittent anomalies. Diagnostic software monitors elevators continuously. The REM unit sends this information to the OTISLINE center where it categorized by urgency and reviewed by some of the company’s most highly trained elevator experts, who notify field mechanics, when necessary. Armed with this information, the mechanics can perform the proper preventative tasks during a regularly scheduled visit, ensuring uninterrupted operation for customers.

These examples show how Otis is embracing technology to provide the type of service customers expect.

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