| | January 20189CIOReviewmoving in furniture on a weekend. If not, we would know to send out a service technician to repair the elevator before it had any major issues.All the data we receive from these connected units is filtered through intelligent dashboards where we evaluate it and generate `health maps' that show the condition of each connected unit. Those maps and reports enable us to schedule maintenance visits (during off-peak hours) for those elevators that appear most likely to encounter a problem. Because we're investigating those units before they shut down, our technicians arrive with more information about a potential problem and a more thorough understanding of how to solve it. And that results in greater equipment uptime. Simplifying Developing more holistic customer relationships is one of the major benefits we expect with IoT. Our ultimate goal is to provide our service teams with instant access to the contract and installation history, and the service performance data associated with every account. To better support our customers, we plan to share with them the system's analysis of the performance we deliver to them.We're also relying on IoT to help us address challenges our mechanics have grappled with for years. Say a mechanic needs a part, but can't identify it. In the past, that employee would call the branch for that identification. Or, they'd drive there, and hunt for the part in a giant paper directory.Today our mechanics find that part far more quickly thanks to a Parts App we've developed and installed on the iPhones we've provided them with. What's more, they can use that app to access an image of the part and the instructions for installing it. Even better, the Parts App is just one of a series of smart phone tools we've developed for our technicians, and the mechanics reinvest the time these apps save them into getting to know their customers by name and offering them more customized service than was previously not possible. The IoT Imperative As in history's great innovation epochs--be it the steam engine, electricity, or automation--today's technology is revolutionizing the way we work, live, and move through the world. Driverless cars, AI, and IoT affirm that the overlap between digital and physical is more intertwined than ever before.The imperative is clear: whether you're a 165-year-old elevator company or a startup, we must all evolve to take advantage of digital innovation. And we must all do it to keep people moving safely to their future destinations. Marcus Galafassi"Our ultimate goal is to provide our service teams with instant access to the contract and installation history, and the service performance data associated with every account
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