One of the largest elevator manufacturer needed help to improve the effectiveness of their field services personnel in Brazil. In order to reduce the number of visits necessary to perform corrective maintenance to fix the same issue, and thus improve their margins, they employed our solution to augment the ability of their field service personnel by connecting her to an expert at a central location.

Business Model

Elevator manufacturers sell maintenance contracts to customers who purchased their equipment. Such contracts include one visit a month to perform inspection and preventive maintenance. In case of need, the field technician visit the location of the equipment to perform corrective maintenance. A second visit is budgeted in the monthly contract. A third visit starts to reduce the profit margin.

In order to run a profitable business, elevator manufactures with maintenance contracts monitor the number of elevators that require a third visit a month. These are labeled sick elevators. In Brazil, a visit costs the company between R$ 140.00 and R$ 180.00 per visit.

Solution

In order to reduce the number of sick elevators, visits to such elevators were done by a field technician supported by a remote expert – assisted maintenance. Using assisted maintenance the number of sick elevators was reduced by over 20% over a period of six months in the area where this approach was used.

Realized Savings

Each field technician executes four 45-minute visits a day. Each sick elevator that is removed from the list and stops reducing the profit margin saves the company on average R$ 150.00 a month. This way each technician can increase the profit margin by R$ 600.00 a day or R$ 12,000.00 a month, considering 20 working days in a month.