(US & Canada) VIDEO | Empowered Employees Serve Customers Better — Otis Elevator Company CDAO

Pooja Dewan, VP and Chief Data and Analytics Officer at Otis Elevator Company, speaks with David Zhao, Managing Director of Coda Strategy, in a video interview about how the company uses data to improve the passenger experience and operations, both for end users and internal customers.

Otis is the world’s largest elevator and escalator manufacturing, installation, and service business. The company serves customers in over 200 countries and maintains more than 2.2 million elevators and escalators.

Dewan begins the conversation by discussing the enablement of business strategy. She states that focusing on business strategy and purpose provides an excellent lens to figure out the right data to collect and share at the right frequency.

She uses the example of a mechanic as an internal customer. Dewan states that when the organization empowers mechanics, they can deliver better customer service.

If the organization provides mechanics with the real-time performance usage of the units allotted, it enables them to understand if the units are having challenges that need to be addressed, Dewan says.

This helps the mechanics prioritize any unit that requires urgent support and understand any issues ahead of time and come prepared.

Adding on, Dewan declares that the more an organization empowers its employees, they serve the customer with better information, which leads to better customer service. She stresses that because of this,  both internal and external customers are equally important for Otis.

When asked about connected elevators, Dewan mentions that these elevators have been a part of Otis for a long time. In fact, 20 years ago, Otis had 300,000 remotely monitored units that were monitored by experts to help mechanics understand the health of an elevator, she says. Now, the company has a new connected elevator product called Otis ONE, and all new elevators can be connected.

Dewan says that Otis has over 800,000 connected elevators and counting, and the idea behind it is to get insights into operational performance, getting more information to mechanics, and speeding repairs to improve uptime for elevator passengers. 

In conclusion, Dewan states that connected elevators are part of the journey to change the way elevators are maintained. She adds that Otis emphasizes innovating both engineering and digital frameworks to provide the best for customers.

CDO Magazine appreciates Pooja Dewan for sharing her insights with our global community.