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Executive Summary
CIO 100 Winner: To meet the servicing focus of the business, V. Subramaniam implemented a global service management system (GSMS) and integrated it into Otis' ERP. He brought sense to the multiple, standalone processes that make up the business of servicing elevators - a big part of his company's business.
Servicing its elevators is a large part of Otis' business. With over 2.2 million Otis elevators in operation worldwide - 40,000 of which are in India - Otis has to continually re-jig its processes and systems to continue giving their customers excellent service.
Case Study Highlights
"Service is an important business operation and a key revenue generator," says V. Subramaniam, CIO (India and UAE), Otis Elevator Company. "We have a huge service base across India. And it's complex. We needed to streamline our processes."
The comapany's older, standalone service systems had standard challenges, including the consolidation of data. To meet the servicing focus of the business, Subramaniam implemented a global service management system (GSMS) and integrated it into Otis' ERP.
GSMS is a centralized, Web-enabled system (Intranet-based) that captures a service customer's data including the technical details of an elevator, the type of service contract, and the customer's AMC agreement with Otis. Subramaniam also plugged in a billing module to this system to quicken service turnaround time.
"GSMS also has OTIS LINE (the company's helpline) to capture call backs. It analyses call details and escalates based on fixed parameters. It also routes calls to mechanics and supervisors. This includes short messaging and e-mail alerts. OTIS LINE is a critical module which is used 24x7 by customer care personnel. We track time-to-respond and time-to-resolve a call because these are important parameters in service excellence," says Subramaniam.
There were other systems that he attached to GSMS. These included an order management system and an annual equipment survey system, which captures and analyzes information of the units Otis has installed. "We have also re-developed the performance pay system. The timely processing and payout of incentives are important motivating factors for our service team," says Subramanian.
The project went live in June 2009 and all service functions are now online. Thanks to the project Otis has standardized processes across service operations and has high quality data. It has also increased information visibility, which has improved response time and employee productivity and reduced turnaround time
The Person Behind It
“Since servicing elevators is a key revenue generator, we needed to streamline our service management system.”
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