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To support the continuing growth of its elevator and escalator maintenance service business, Otis China Investment Co. Ltd. opened a new parts center in Shanghai in June 2014. As Otis’ largest parts center in China, the new facility stocks thousands of elevator and escalator parts and uses advanced order management and logistics systems to offer efficient delivery to more than 200 Chinese cities and 75 locations elsewhere. Otis is a part of UTC Building & Industrial Systems, a unit of United Technologies Corp. (NYSE: UTX).
According to Otis market studies, China had more than 3 million elevators in service at the end of 2013 and is the world’s fastest-growing elevator market. With the number of elevators expected to continue to rise as a result of ongoing urbanization, the government is reinforcing elevator and escalator maintenance requirements under an equipment-safety law that took effect this year. Otis supports this public safety effort and its new parts center will help respond to the growing demand for professional elevator and escalator maintenance service.
“As a leading elevator and escalator manufacturer and service provider in China, Otis is committed to providing the highest-quality maintenance service for customers. The new parts center will allow Otis to improve the delivery of high-quality parts to our customers, enhancing our unmatched service capabilities for the benefit of customers and the riding public,” Tony Black, president, Otis Elevator China, said.
The Otis China Parts Center uses an advanced order management system and tiered storage that allows it to stock parts for efficient retrieval. The center can dispatch orders on the day they are received, reducing order-dispatch times from up to 48 hours to less than eight hours. The location of the new parts center is at one of China’s main road and rail hubs, and close to Shanghai’s port and airport, further supports its centralized distribution model.
The opening of the Otis China Parts Center follows the launch of the upgraded Otis Customer Service Center of Otis China Investment Co. Ltd. in January. This new customer service operation includes the award-winning OTISLINE® customer care center and the cloud computing-based Otis Eagle Service.
Established in 2000 as the first 24-hour customer service support line in the elevator industry in China, OTISLINE has received several major quality awards, including Best Contact Center for four consecutive years and Best Customer Contact Center Customer Service Prize in 2012. Otis Eagle Service is a real-time monitoring and communications system that connects and supports Otis engineers in the field to optimize elevator maintenance processes.
Otis Elevator Company is the world’s largest manufacturer and maintainer of people-moving products, including elevators, escalators and moving walkways. Founded 161 years ago by the inventor of the safety elevator, Otis offers products and services in more than 200 countries and territories, and maintains more than 1.8 million elevators and escalators worldwide. Otis is a part of UTC Building & Industrial Systems, 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.
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