Commercial buildings and public facilities often pose accessibility challenges for users. The building may be wide, tall, or have a specialized use, such as a hospital or sporting venue. Fortunately, people moving equipment can help users get to where they want to be- easily, quickly, and safely. This equipment plays a valuable role and merits advanced service management software to help companies effectively maintain and service it.
Elevators, escalators, conveyors, and other forms of people-moving equipment connect places and people, making it possible for facility users to reach their destination without worries or inconvenience.
Luxury high rises, hospitals, hotels, airports, event venues, office buildings, and manufacturing plants are among the types of facilities that count on equipment to facilitate the movement of people to their desired floor or door. Keeping the equipment inspected, serviced, and running- without interruption- can be challenging, requiring a service operation that is experienced in preventive care as well as break-fix emergency services. Often, lives are at stake. Pressure can run high. Proper processes can’t be left to chance or semi-reliable operations.
Companies that manufacture people-moving equipment often provide installation, inspection, maintenance, and service in case of a performance problem. They often employ their crews of technicians who are highly trained in the intricacies of the products. Service can also be outsourced to third-party technicians. A service provider may choose to specialize in people-moving equipment, offering service agreements and promising 24/7 availability. This type of reliable service, including preventive maintenance, removes the worry, risk, inconvenience, and workflow disruption from equipment malfunctions.
Companies need to be preemptive and make intelligent, fact-based decisions about the best way to keep the essential equipment operating as it should. End-to-end service management solutions manage preventive maintenance as well as break-fix service requests. Maintenance agreements with scheduled inspections help plan the routine activities, like changing belts, replacing filters, and replenishing fluids.
Software also helps manage service requests, making speedy resolution and first-time fix rates possible. Optimized scheduling helps ensure the right technician is dispatched for the job with the right parts, aligning skills with job requirements.
How ServicePower helps service people-moving equipment
ServicePower’s AI-powered field service management suite is ideally suited for companies that maintain and service critical machinery used in moving people within facilities. The solution provides the modern software capabilities needed to be well-aligned with this important vertical industry.
Here are ten tips for how you can leverage ServicePower technology for people moving systems:
Optimize scheduling. Powered by AI, ServicePower Scheduling evaluates several factors, like location, type of service request, weather and road conditions, and availability of service technicians or contractors, and suggests an optimized schedule that is updated throughout the day.
Be preemptive. ServicePower helps track and schedule preventive service, making sure consumables, like fan belts or filters, are in stock when needed.
Adhere to service agreements. Service providers can adhere to long-term service agreements, which include inspections, calibrations, and general upkeep, monitoring as-serviced history and inspection checklists, so no essential preemptive steps are missed.
Empower customers. An online portal gives customers self-service capabilities, allowing them to enter service requests, view arrival windows and changes, and communicate with the technician if the call needs to be canceled or moved.
Reduce call center volume. Because of the online portal and improved scheduling, call center volume is reduced, saving call center costs. Agents can quickly answer customer questions, triage the service request, and collect the details needed to schedule a service call.
Align technicians. ServicePower helps track technician skills, location, and training or certification on products so the right technician is assigned to each job. The solution also manages blended workforces and third-party contractors when needed and can support creative workforce solutions, like pairing veteran technicians with junior recruits for on-the-job training.
Ensure parts are available. ServicePower helps manage parts inventory so service requests aren’t delayed because of a stock-out. Predictive analytics help project parts that will be needed so they can be ordered, stocked, and kept on hand in service vehicles.
Provide technician convenience. ServicePower improves the job experience for technicians by providing tools to make the job easier and more fulfilling, supporting the trusted advisor role, and reducing tedious paperwork and driving. Information about service history, service agreements, warranties, and best practices for repairs will help the technician make intelligent choices.
Leverage data. ServicePower includes easy-to-use analytics and reporting tools to help users, from technicians to dispatchers and managers, make intelligent decisions.
Support C-level insights. Business leaders benefit from ServicePower’s ability to provide personalized reporting and analysis of trends so they can monitor the overall profitability of the service operation as well as key performance indicators (KPIs), like brand reputation, employee satisfaction, and customer experience.
A customer story
TK Elevator (TKE), an €8 billion company and a global market and innovation leader in the elevator industry, uses ServicePower for its field service scheduling and consumer self-service platform.
TK Elevator has thousands of locations and customers in over 100 countries. It employs approximately 25,000 service technicians worldwide to maintain its mobility products. Leveraging ServicePower’s scheduling and consumer self-service portal, TKE has been able to enhance productivity, streamline workflows, and adopt digital practices that support growth and the company mission of removing limits to urban mobility. TKE reports that it has been able to improve schedule optimization, customer satisfaction, technician convenience, first-time fix rates, and on-the-job productivity.
The wrap up
For service companies that repair and maintain complex people-moving equipment, it’s important to choose reliable software partners, and leverage technology that ensures sound practices, without cutting corners. The stakes are high with the safety of people and the success of businesses on the line. It’s important for the service provider to be preemptive as well as make quick repairs with minimal downtime.
Keep people-moving equipment moving, without fail or delay.