otisline
OTISLINE Implementation
We can comfortably divide the implementation of OTISLINE in two parts. One would be the installation and upgradation of infrastructure and the other would be efficient training of the staff. These two aspects were key to the success of OTISLINE in achieving their target of improving service quality to customers and increasing the visibility of their service business.
In terms of infrastructure a free toll free number was made available through which customers could connect to a specific dispatcher at the earliest. Algorithms were setup to move the call to the head of the queue. Application display screens were designed to lead the dispatcher and the customer to the elevator needing service by asking a series of questions. They implemented four ways by which a building could be identified:
1. Building identification number
2. Telephone Number
3. Building name city and state
4. Building address city and state
The other Key aspect which was training of staff was achieved by developing a very exhaustive training program 4-6 weeks. Dispatchers were trained for the software, display and using the phone system. They were also trained on listening and communication skills. They had a thorough knowledge of elevator terminology and system problems. Due to this training dispatchers were courteous, sensitive and efficient.
There are certain aspects of OTISLINE system which could have been better implemented. The first being there is no track of what the mechanic does when he leaves to the field for service.
OTISLINE could have certain features to track this aspect as well and leave less room for the mechanic to misuse company resources. Yet another thing would be that they should expedite the installation process so that they can reap the benefits of this competitive advantage for more time before competitors catch
We can comfortably divide the implementation of OTISLINE in two parts. One would be the installation and upgradation of infrastructure and the other would be efficient training of the staff. These two aspects were key to the success of OTISLINE in achieving their target of improving service quality to customers and increasing the visibility of their service business.
In terms of infrastructure a free toll free number was made available through which customers could connect to a specific dispatcher at the earliest. Algorithms were setup to move the call to the head of the queue. Application display screens were designed to lead the dispatcher and the customer to the elevator needing service by asking a series of questions. They implemented four ways by which a building could be identified:
1. Building identification number
2. Telephone Number
3. Building name city and state
4. Building address city and state
The other Key aspect which was training of staff was achieved by developing a very exhaustive training program 4-6 weeks. Dispatchers were trained for the software, display and using the phone system. They were also trained on listening and communication skills. They had a thorough knowledge of elevator terminology and system problems. Due to this training dispatchers were courteous, sensitive and efficient.
There are certain aspects of OTISLINE system which could have been better implemented. The first being there is no track of what the mechanic does when he leaves to the field for service.
OTISLINE could have certain features to track this aspect as well and leave less room for the mechanic to misuse company resources. Yet another thing would be that they should expedite the installation process so that they can reap the benefits of this competitive advantage for more time before competitors catch