2015 Articles › 09.23.2015

09.23.2015 Farmington, Connecticut United States

Next Generation of Otis eService

Takes Customer Service to Next Level

Otis Elevator has launched the next generation of its industry-leading eService, a responsive customer platform that proactively provides elevator, escalator and moving walkway maintenance information in real-time via computer, tablet or smart phone devices. With nearly 2 million units covered by Otis service agreements, the redesigned eService is now available to support one of the most extensive service networks in the world. eService can be accessed by all customers with equipment covered by Otis service contracts, including non-Otis equipment. Otis is a unit of United Technologies Corp. (NYSE: UTX).

“The new eService platform will create superior value for Otis customers now and in the future,” said Sam Talbot, director of worldwide service, Otis. “The new eService design and features are a direct result of customer feedback and offer enhanced transparency of service work scheduled and performed. It represents Otis’ commitment to continual innovation and technology leadership.”

“Otis eService is easy to use and helps us keep up-to-date with our assets,” said Jessie Bardoel, eService user and facility manager, Homesglen Institute in Australia. “Now we can get and find required information without contacting our Otis representative every time.”

The eService communication system pushes real-time vital information to customers online, as well as through e-mail and text messages to keep them up-to-date on equipment performance, service requests, maintenance activities and critical account information. Through one simple performance dashboard, Otis customers can review elevator service history and performance data, place a service call, receive instantaneous pop-up alerts on issues and open calls, review contracts and other important service documents, manage proposals, check and pay invoices, preview the latest upgrades, book an appointment, contact Otis and more, with available features depending on location.

“Otis was the first elevator company to offer an electronic, real-time service application for its customers,” said Robin Fiala, vice president of worldwide marketing and field support, Otis. “Our redesigned eService provides the most comprehensive upgrade since its initial launch. It makes life easier for our customers by helping them manage their building, and with the added system flexibility, customers can tailor eService to meet their own needs. This is a great example of how Otis applies its technology leadership to provide service customers more value, personal attention and peace of mind than anyone else.”

Otis collaborated with Microsoft to employ cloud technology to enhance the Otis eService application. “Microsoft Azure helps make eService more powerful and flexible through expandable scale, improved security and better availability,” said Venkat Gattamneni, Group Product Marketing manager, Microsoft Azure. “As a result, customers should experience even faster performance.”

The Otis eService mobile app, also an industry first, is available for Apple®, Android™ and Windows smartphone devices. It provides customers with many of the same benefits as eService with the convenience of mobility. Customers can receive real-time notifications on the status of their equipment no matter where they are.

The Otis service advantage is anchored in a culture of innovation, safety and performance that has been nurtured for more than 160 years. The company’s global scale combined with local presence gives Otis customers a level of service no other company can provide.

For more information, visit www.otis.com or follow @OtisElevatorCo on Twitter.

About Otis
Otis is the world’s largest manufacturer and maintainer of people-moving products, including elevators, escalators and moving walkways. Founded more than 160 years ago by the inventor of the safety elevator, Otis offers products and services through its companies in more than 200 countries and territories, and maintains more than 1.9 million elevators and escalators worldwide. Otis is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide. For more information, visit www.otis.com or follow @OtisElevatorCo on Twitter.

Apple is a registered trademark of Apple Inc.
Android is a trademark of Google Inc.

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