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The OTISLINE® 24-hour customer service center (housed in Otis Elevator China Co., Ltd.) that supports all Otis elevator and escalator customers in China has been named one of China’s best customer service centers for the third year in a row. OTISLINE earned the "China Best Customer Center-Customer Service Award 2014" in the contact center and customer relationship management category of the 2014 Jinyin Awards. The awards are organized by 51callcenter, one of the largest customer service portals in Greater China. Otis, the world’s largest manufacturer and maintainer of people-moving products, including elevators, escalators and moving walkways, is a part of UTC Building & Industrial Systems, a unit of United Technologies Corp. (NYSE: UTX).
“The Jinyin Award recognizes the quality, efficiency and professionalism of the OTISLINE service, which was enhanced during the year in accordance with our customer-oriented approach,” said Chen Kang, service director, Otis Elevator China Co., Ltd. “We focused on enhancing the customer experience this year by expanding our service portfolio based on multiple media channels, as well as improving response rates.”
To manage increasing phone traffic as a result of growth in the installed base of Otis elevators and escalators, OTISLINE upgraded its hardware platform and software systems early this year. A key improvement was the addition of advanced digital display units that allow the system to monitor, collect and share vital repair and maintenance data in real time. These increased capabilities are part of the Otis Eagle Service, an intelligent maintenance system launched in 2013 and now in operation in over 200 Otis service centers in more than 40 cities, including Beijing, Shanghai and Shenzhen. With Otis Eagle Service, Otis can now manage and monitor the entire elevator maintenance process across its network in real time.
OTISLINE handled an average of more than 60,000 calls per month this year, including an average of 34,000 monthly customer requests, an increase of 2,000 requests per month compared with 2013. Despite this increased call volume, OTISLINE improved its response rate to 1.4 seconds in 2014, 0.16 seconds faster than the 2013 response rate.
The OTISLINE customer service center launched in China in 2000 to ensure fast response to customer needs on a 24-hour basis. Today, OTISLINE remains the first point of contact for Otis customers who want to request information or maintenance support or provide feedback. To ensure uninterrupted service in the event of a major natural disaster, OTISLINE implemented a remote disaster recovery solution in 2008.
Otis 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 through its companies 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.
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