[OTISLINE]

[Case Analysis]
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 preventing
malfunctions and preventive maintenance and focusing on
key problem areas
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.
 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.
 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
2. Used by service centre employees dispatchers, service mechanics
3. Managers at all levels used OTISLINE to generate significant amts of quality data
3. Accrual of significant benefits
1. Directly impacted the industry CSF of responsiveness to customers
2. Automated reports enabled advanced spotting of problematic elevators, leading
to improved customer satisfaction
3. Possible to save $ 5 mn by reducing call-backs per elevator by one
4. Enabled launch of other IT applications to increase sales (e.g.. NES)
5. Laid down platform for future IT apps (e.g.. REM, Telemarketing, hand-held
devices, in-car phones etc.)