This is #newtk: Mobile Apps for agile customer communication
Digitalisation and industry 4.0 | Smart factory | trends of technology | For the future of thyssenkrupp, our colleagues around the world are working to make our company more flexible, efficient, and powerful. Our #newtk strategy focuses on this performance idea. For example, through innovations in customer service and digital communication via smartphone apps. With service apps we create value for our elevator customers and enable them to view and track the status of their system at any time – easily via smartphone.
Shorter downtimes and better customer relations thanks to digital smartphone apps
In the age of digitalization, everyone can track their pizza order: from the moment the order is placed until it is delivered to the doorstep. So it goes without saying that we offer our customers a digital solution to check the condition of their elevator system and maintenance requests.
The predictive real-time maintenance solution MAX was the first step to prepare our products for the digital age and to create the basis for an efficient and economical maintenance service. MAX detects possible sources of error before they occur. Service technicians are notified in time when components need to be replaced. Thanks to MAX our technicians arrive at the customer’s site with the right spare parts and all necessary information to avoid downtimes at an early stage and prevent multiple trips to the site.
How it works? In case of a malfunction MAX sends a warning to our contact center. Via the MAX Service App the customer now receives an additional notification and can provide the technician with further information about his lift system and premises.
Two apps with a common approach
But not only the communication between the elevator unit and the service technician should be improved and supported by app. To make our customer communication more transparent and efficient, our experts have also developed different service apps: the MAX Service App, which offers a global solution, and the Seu Elevador App, which was developed specifically for the Brazilian market.
Both apps have been developed out of a common effort: Listening to customers, establishing a common standard around the globe and ensuring a fast response to maintenance and repair requests. After being launched on the Brazilian market in 2017, the Seu Elevador App has already proven its value and provided a valuable use case for the further development of its global sister: The MAX Service App.
Transparency creates trust: Customers maintain an overview
“The main intention of our customer apps is to provide information and to be transparent with our customer.”, explains Quelen Fernandes da Silva, Commercial Services Analyst at thyssenkrupp Elevator Brazil. “Customers can open a ticket with just one click and write messages to our technicians – providing us with a detailed insight into our customers’ needs.” Thanks to the direct messaging function, service technicians can respond quickly to the needs of individual customers.
While the Brazilian Seu Elevador App, for example, enables customers to approve spare parts and check the arrival time of the technicians, the MAX Service App features an integrated real-time function.
“MAX is our cloud-based technology that provides 24/7 information about the unit situation and allow us to anticipate to possible failures.”, explains Jorge Sánchez Senior Manager Service at thyssenkrupp Elevator. “In the event of a breakdown, MAX will send an alert to our contact center. Through the MAX Service App the customer will get a notification and get in direct contact with our technicians regarding a repair visit.”
This makes it easier for our customers to anticipate and plan upcoming maintenance visits. At the same time, the applications enable us to manage service resources economically, improve logistics and ultimately save time and money.
An outlook: A common global standard thanks to smartphone apps
As our elevator experts maintain installations all over the world, the development team of the MAX Service App was confronted with many different conditions in the local markets.
“We needed one roof to get away from having several different customer-friendly solutions in different regions and to develop a unified global platform,” explains Jorge Sánchez. The goal: to offer all customers the same means of communication and maintain a common standard throughout the world.
For this purpose, the MAX Service App is integrated into our plant management system VIEW. The platform provides an overview of all elevator systems, maintenance histories, and service requests and thus enables proactive measures to provide equipment and customer service safely and reliably – through constant documentation of service requests and response times.
This combination of the service apps with both MAX and VIEW is particularly useful to reduce the time we need to solve a problem and shorten the time users will perceive the unit down or even better without even realizing it needed service.