OTISLINE Implementation We can comfortably divide the implementation of OTISLINE in two parts. One would be the installation and upgradation of infrastructure and the other would be efficient training of the staff. These two aspects were key to the success of OTISLINE in achieving their target of improving service quality to customers and increasing the visibility of their service business. In terms of infrastructure a free toll free number was made available through which customers could connect
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conceived the idea of Otisline. What would be your arguments to convince the management for investing in this project? Ans: There exist cut-throat competition for new equipment sales and service of elevators in US market. We have been facing neck to neck competition from our competitors like Westinghouse‚ Fujitec‚ Schindler etc. In order to gain an advantage over the competitors in the high profit generating services department we must switch to better technology i.e. OTISLINE. Following are the
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manufacturing/service industry (OTISLINE Case). 1. IT provided OTISLINE with competitive advantage in elevators service sector as based they were able to build a centralized ‚ reliable‚ efficient‚ high quality‚ faster responsive customer service system. 2. The same infrastructure for OTISLINE was used across different value chain to enhance the productivity of elevator sales representative and service mechanics groups‚ ex NES application could be connect by calling OTISLINE. 3. Top of the line
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employed by NAO in 1985‚ most handled both call-backs and preventive maintenance. According to NAO OTIS could save up to $5 million by reducing call-backs which centralized system could make possible achieve Q2: How was value created in this model? OTISLINE proved to be greatly beneficial to the company in terms of following value propositions- 1. Responsiveness: Fact: Reduced response
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which led to customer satisfaction‚ contributed to their competitive edge‚ Otis implemented the centralized customer service called Otisline after a successful pilot in 1982. Otisline could also be used for maintaining a database of service and customer data and to schedule preventive maintenance activities. Benefits and Risks of the project: Benefits of Otisline: * Otisline’s reporting functions gave data on quality of the service provided to district‚ regional and NAO headquarters. “Excess”
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introduction of OTISLINE and their e*Logistics programs. Otis’s George Davis urged the company to create a centralized customer service system which would allow them to introduce the concept of 24 hours 7 days a week to their customers. OTISLINE was mainly set up in order to increase customer satisfaction as a result of only having a delayed response time of less than one second. OTISLINE was more than a customer service agent. OTISLINE was a service for upper management as well. OTISLINE was set up for
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Case Assignment for Otis Elevator 1. How hard do you think installing OTISLINE was in 1990? In my opinion‚ apparently installing OTISLINE would confront with many difficulties in 1990‚ however‚ these difficulties may be less comprehensive than those problems confronted when establishing the e*Logistics program. The OTISLINE customer service center was a centralized customer service system to dispatch service mechanics. When IT implemented this 24*7 concept‚ they should deal with key problems
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chain. Below‚ two main transformation waves shown the progress of changes from the manufacturing company toward a total solution company to customers by Otis. Firstly‚ Otis introduced OTISLINE and REM‚ which facilitated the company to increase the efficiency of customer service and customer satisfaction. OTISLINE was a 24 hour customer service center‚ which produced excess callback reports to improve product reliability and allowed customer to experience an immediate response from Otis. REM was
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Question 1: What kind of company is Otis? OTIS Elevators started out in 1853 by the invention of the “safety brake elevator.” Their core business is designing‚ installing and provide service within the industry of elevators‚ escalators and walkways. Today OTIS operates worldwide‚ with headquarter in the U.S. and different facilities located in European and Asian countries. Through this they have managed to become market leaders in their field. Throughout time the business focus of OTIS have changed
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develop the needed processes to deliver world class service to all of its customers. Otisline‚ a 24 hour customer service center which aimed to address customer issues as they became evident‚ was a step in the right direction. Otisline also processed information from REM elevator monitoring‚ which aided in identifying elevator problems before they became major issues that affected a customer’s business. Otisline changed the expectation of customers and aided in stabilizing the contract cancellation
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