Accelerating Servicing for a Manufacturing Giant with a vast portfolio of over 2 Mn Elevators and Escalators Globally

Client

An American company that develops, manufactures, and markets more than two million elevators, escalators, moving walkways, and related equipment with innovative solutions to the highest standards with over USD 12.7 billion in revenue.

Challenges

With more than 70% of the customer workforce being field professionals, struggled with legacy mobile applications that acted as a bottleneck for standardizing product definition. This coupled with complex product configuration resulted in suboptimal quoting. Different legacy systems across geographies posed challenges for standardization and single customer view.

Lack of good field service capability in regions resulting in poor user experience. Complex requirements, frequent technology advancements, and localization lead to the need for a factory development model.

LTM Solution

LTM did the catalyst workshop to understand the business requirements and challenges of a legacy mobile application. We implemented a customer engagement module for customer service call centers and field agents. Field service mobility was proposed with new architecture and functionalities that are scalable and can be used as a template for new country rollouts. Along with a 360-degree view of data, routing and optimization, engines in the application were provided for capacity-based auto allocation of assignments for customer service agents and field service teams.

LTM has helped in customers’ ESG Initiatives by implementing environment and safety parameters checklist to assess the safety of the working site to ensure zeroing down on near-misses and Accidents and Implemented Intelligent traffic routes using Google/Bing maps during onsite travel to reduce fuel usage and carbon footprint.

Business Benefits

• 25% increase in the number of opportunities created.
• 35% decrease in incident+ service requests created/user/month.
• 15-18% increase in opportunities win ratio.