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Designing the IT Organization for Service Management
Michael Reagin, Corporate VP & CIO, Sentara Healthcare
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The Digital Transformation of Service
By Courtney Dornell, Senior Director, Service Transformation, Otis Americas
This increased focus of digital in every business is causing a convergence of sorts of these roles – ensuring service leaders and the CIO work closer together to drive tangible business outcomes of digital technologies. That’s certainly the case at Otis.
As partners, the office of the CIO and the service team can leverage digital to improve customer experience and satisfaction. Not only will this partnership promote technological advancements, it also gives us the data and information to get insight into the processes, systems and business models running our businesses to improve the customer’s engagement with our brand.
With this opportunity, we are reinventing customer experience with the tools, offers and applications customers want, and, more importantly, expect in the modern age.
Digital Customer Experience
Any customer experience can be improved through digital. Digital technologies help make the experience faster, more intuitive, more efficient, and seamless. Technology helps us to identify the problems as well as the opportunities. It gives us a way to engage and listen to customers, better support their needs and improve their interactions.
We can take the reins to help address what customers actually need from digital innovation to solve customers’ burning challenges.
At Otis, this is reflected best in our Signature Service offering. Signature Service is the reinvention of how we offer service solutions for our customers, built on the backbone of technology.
We knew we needed to undergo a global service transformation that focused on a few key areas: Arming our service teams with more information and communication; developing intelligent technologies that better serve our customers; and designing personalized services for individual customers.
The office of the CIO was critical to these changes.
Building a Safer, Smarter Workforce
We first set out to create a safer, smarter workforce.
We can take the reins to help address what customers actually need from digital innovation to solve customers’ burning challenges
We developed a suite of digital tools and proprietary applications to help our mechanics do their jobs more efficiently. Today in the field we have connected nearly two-thirds of our global technicians with iPhones with apps that will keep them safer, improve our customers’ experiences, improve inspections and diagnostics, and enhance productivity. Our team has built, piloted and continues to enhance our service apps portfolio with tools that help technicians be more proactive and effective – with apps that expedite and enhance parts ordering, customer communication, predictive maintenance and ride quality, as well as apps focused exclusively on employee safety to empower our employees to work smarter for our customers and safer for their own and family’s well-being.
And as part of our iPhone deployment, we’ve deployed a digital collaboration app to aid communication and global collaboration amongst our mechanics. The app removes the language barriers and helps customers reap the benefit of the knowledge of our more than 33,000 technicians and mechanics in real-time.
Additionally, we’ve given field employees the power to surface ideas to make service smarter, easier and better for the customer and then support global teams to create and implement solutions. We now have more than 1,000 employee champions to help deploy new technologies and support change management.
Leveraging Technology to Close the Service Gap
Directly for our customers, we built and released a new suite of add-ons that include digital services, sensor packs and self-learning technologies to allow customers to get a level of support tailored to their specific business and equipment. We are using IoT and data from the largest service portfolio in the world to enhance our ability to remotely monitor and predict maintenance needs for each individual customer – across a single site or an entire portfolio.
Additionally, we’ve reinvented our equipment with the customer in mind. In early 2019, we’ll release Otis ONE® in North America, our first IoT-enabled elevator. Otis ONE helps us to evolve the elevator from a function to an experience, leveraging IoT to reduce downtime and outages and in-demand services like news and entertainment, throughout the ride.
Through the combination of a smarter workforce, new digital services and more intelligent systems, Otis customers benefit from real-time health data about their equipment and predictive insights that help customer and Otis teams stay ahead of potential issues – keeping equipment running and passengers safely and reliably on the move.
We’ve married our service history with a focus on digital transformation technologies to rethink how we provide service and improve the customer experience, and we’re seeing the benefits every day. This is a reflection of how the CIO integrates more with other service operations in the future – more integrated into product development, greater responsibility for creating a customer experience-led culture and greater expectation for driving innovation and digital transformation from the inside out.