Click to edit Master subtitle style [OTISLINE]

[Case Analysis]

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Strategic relevance of OTISLINE to Otis Elevators

In Elevator industry, services accounted for Higher portion of profits. A centralized customer service system by OTIS independent of commercial answering services would bring in more business and keep the customers satisfied. OTISLINE improved the visibility of the service business and helped employees to provide quality service more effectively From OTISLINE reporting significant value across all was created across all business functions by 2/2/13 preventing malfunctions and preventive

Strategic relevance of OTISLINE to Otis Elevators

OTISLINE not only improved quality of customer service, but also changed the way NAO did business in all the divisions.

In Conclusion: OTISLINE helped the company to service the customer faster, put in proper checks in place and most importantly deliver a world class products to its customers.

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Factors responsible for the successful installation of OTISLINE

The key factors that influenced successful installation of OTISLINE are:

Buy in from top management to make the project happen. Sufficient funding for the purchase of terminals, state of art direct access storage devices, tape drives, and telecommunication equipment. Team was headed by director of service operations who had understanding of the customer requirements. Team had cross functional representation that provided expertise and diverse perspectives during product design eventually resulting in a comprehensive product. Teams believed in the benefits that the product will be deliver to the customer.

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Evaluation of the success of implementation

The success of OTISLINE implementation can be evaluated at three levels:
1.

Installation
1.

Proof-of-concept to full scale launch in 3 years - SMS database significantly shortened development time

2.

Use
1.

Replaced the answering machine call-back system Used by service centre employees dispatchers, service mechanics Managers at all levels used OTISLINE to generate significant amts of quality data

2.

3.

3.

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Accrual of significant benefits