Otis Customer App bridges smart elevator ecosystem’s last mile

Otis is continuing to lead the digitalization of the elevator ecosystem in China with the launch of the Otis Customer App.

Giving building managers and owners the ability to dynamically manage elevator maintenance and service requests, and easily access commercial services, customer support, operational records and more, the App is a comprehensive one-stop-shop e-platform. Customers with elevators that are Internet of Things (IoT)-connected can also use the Otis Customer App to monitor elevator operations in real time.

“With digital systems that are now more powerful and more integrated than ever, we are innovating once again to give customers a smarter way to digitalize their operations for improved efficiency, convenience and productivity,” Perry Zheng, President of Otis China Area and Chief Customer Product Officer, said. “The Otis Customer App bridges the last mile to truly bring customers into the smart elevator ecosystem that we are building in China to connect the value chain, elevate the customer experience, and help people thrive in a taller, faster, smarter world.

End-to-end connection
Helping customers streamline their business and improve elevator uptime, the Otis Customer App provides on-demand online access to the entire lifecycle of elevator services. Services accessible anytime and anywhere via the easy-to-use app include:

• Commercial services: For greater back office efficiency, App users can review, sign and submit paperless maintenance reports and contracts; request quotations and manage billings; and contact customer service and support. They can also view and analyse historical service records and other data within the App for planning purposes.
   
• Maintenance scheduling: Users can view maintenance schedule for each elevator at any time. Historic records of callbacks are also available.
   
• Service requests: If an elevator issue arises, service requests can be initiated within the App. Online tracking of parts deliveries and digital sign-off of inspection reports can also be completed in the App.
   
• Elevator health check: Customers with IoT-connected elevators can track the operational status of their elevator systems in real time.

The Otis Customer App is compatible with all major smartphone platforms, including Google's Android, Apple's iOS and Huawei's Harmony and also runs on WeChat.

Extending the digital elevator ecosystem
Otis has remained at the forefront of the elevator industry’s digital transformation. In addition to digitalizing its internal business processes, Otis introduced a smartphone-enabled online maintenance system for field professionals in 2015 and launched its innovative IoT platform Otis ONE^® in 2019.

The Otis Customer App integrates versatile applications to give customers transparent access to their elevator data and digitize their elevator management workflow.