IoT Elevates Service and Lowers Downtime for Otis Customers

The Otis Elevator Co. is rolling out an Internet of Things (IoT) solution known as Otis ONE. A part of Otis's Signature Service offering, the system captures real-time data regarding the status and activities of its 300,000 connected elevators across numerous countries.

With the Otis ONE solution, the company can capture predictive data about each elevator's health, then proactively respond to a maintenance problem without requiring notification from a customer, and share data about the elevator's function that goes beyond maintenance. The shared data, in fact, can enable customers to understand how their elevators are used, as well as when and how often, so that they can better manage their facilities and share information with tenants in the building.

With Otis ONE, the company can capture predictive data about each elevator's health, then proactively respond to a maintenance problem.

Signature Service, the company's new service brand and offering—which launched in May 20180—was initiated internally within Otis about two years ago, with the start of the company's digital service transformation. The Signature Service offerings consist of multiple new features to provide Otis's customers and company maintenance personnel with digital tools to better ensure that elevators keep operating, according to Tony Black, Otis's VP of service business and field operations. In the event of a breakdown, he explains, "Our mechanics and teams now have digital tools to ensure customer elevators are put back in operation quickly."

The service Otis offers is provided from more than 1,000 service branches worldwide, involving a total of 33,000 mechanics. With its Signature Service, the company is using technology to enhance its offering of maintenance and repair, as well as the management of its customers' elevators.