otisline
Q1: Suppose you have conceived the idea of Otisline. What would be your arguments to convince the management for investing in this project?
Ans: There exist cut-throat competition for new equipment sales and service of elevators in US market.
We have been facing neck to neck competition from our competitors like Westinghouse, Fujitec,
Schindler etc. In order to gain an advantage over the competitors in the high profit generating services department we must switch to better technology i.e. OTISLINE. Following are the benefits of implementing this system:
1. Customer Service:
● Guaranteed Response Time: The Dispatcher will be able to respond to a customer in less than a second. ● Significant advantage over competitors who use commercial answering machine services therefore increase customer retention
● The system will save $5 million per callback reduced for every elevator through preventive maintenance and thus reduce servicing costs
2. Marketing:
● The sale of new equipment would be tracked by the system. Assessment about competitive losses, abandoned effort and sales representative performance can will be better.
● The system will improve the customer perception about company’s reliability, responsiveness and increase their service quality expectation which will enable us to stricke deals and convert customer and increase market share.
3. Operations:
● Records of Customer service and call history in the customer profile will improve management’s ability to focus resources on key problem areas.
● The productivity of sales representative and service mechanics will be increased as the system will optimize their utility. The dispatcher will assign customers in real time based on availability as compared to previously fixed routes and customers assigned to each service mechanic
● This system will support development of Remote Elevator Monitoring(REM) and help us monitor the elevator performance and enable preventive maintenance.
4.
Ans: There exist cut-throat competition for new equipment sales and service of elevators in US market.
We have been facing neck to neck competition from our competitors like Westinghouse, Fujitec,
Schindler etc. In order to gain an advantage over the competitors in the high profit generating services department we must switch to better technology i.e. OTISLINE. Following are the benefits of implementing this system:
1. Customer Service:
● Guaranteed Response Time: The Dispatcher will be able to respond to a customer in less than a second. ● Significant advantage over competitors who use commercial answering machine services therefore increase customer retention
● The system will save $5 million per callback reduced for every elevator through preventive maintenance and thus reduce servicing costs
2. Marketing:
● The sale of new equipment would be tracked by the system. Assessment about competitive losses, abandoned effort and sales representative performance can will be better.
● The system will improve the customer perception about company’s reliability, responsiveness and increase their service quality expectation which will enable us to stricke deals and convert customer and increase market share.
3. Operations:
● Records of Customer service and call history in the customer profile will improve management’s ability to focus resources on key problem areas.
● The productivity of sales representative and service mechanics will be increased as the system will optimize their utility. The dispatcher will assign customers in real time based on availability as compared to previously fixed routes and customers assigned to each service mechanic
● This system will support development of Remote Elevator Monitoring(REM) and help us monitor the elevator performance and enable preventive maintenance.
4.