Schindler Service Because life is a moving experience

Transcription

1 Because life is a moving experience

2 delivers assurance that your elevators and escalators are always available Reliability The industry s most highly trained technicians, supported by an entire global network of experts, are focused on reducing service calls to maximize your equipment availability. Responsiveness Structured maintenance routines, real-time dynamic scheduling, and 24/7 remote monitoring on all brands are integrated to provide the right service at the right time. Communication Online access to your service history, notifications of notable events, and a 24/7 customer call center are among the many ways we keep you informed. Customer service Regular customer surveys, a vast replacement parts inventory and no-cost proposals for capital planning are among the many services we provide as your service partner. Results Our aim is to exceed your expectations by delivering maximum availability, fewer service calls and exceptional customer satisfaction. Sustainability and safety Developing ever more sustainable mobility solutions while enhancing customer, end-user and employee safety are at the heart of providing first-class service. 2

3 3

4 We re here to get you there Yesterday, we carried one billion people vertically, diagonally and horizontally using Schindler elevators, escalators and moving walks. Today, we ll do it all over again. A long and proven history Founded in Switzerland in 1874, Schindler is a leading global provider of elevators, escalators and related services. Our innovative and environmentally-friendly systems make an important contribution to mobility in urban societies. Behind our success are over 48,000 employees in more than 100 countries. Making buildings better The way people move throughout your building is an experience that creates a lasting impression. So it s paramount that your operations run as smoothly as possible. Your building s design, occupants and traffic patterns are unique, and so are your service demands. Accordingly, has the flexibility to adapt to your building s unique environment using proven maintenance programs, not just maintenance contracts. We start by evaluating items such as: Response times: Will your building need immediate service, or will same day response be sufficient? Coverage: Will basic coverage for parts and service do, or do you need a comprehensive plan for mission-critical equipment? Costs: What are your budget requirements? By evaluating your service response time demands, coverage needs and budget parameters, we can help you determine which of our maintenance programs best fulfill your specifications. Once the evaluation process is complete, we will work with you to structure the program that best suits your needs. Making relationships last Our mission is to anticipate and meet your needs for seamless and safe mobility. We are focused on people engaging with them, building trust and being accountable. For over 140 years, we have been pushing boundaries and enhancing environments to build lasting partnerships. 4

5 5

6 Redefining reliability We re redefining reliability to keep people moving on your elevators and escalators. Knowing how to make a difference We strive to increase reliability with: Continual investments in technology improvements Safety inspections beyond code requirements Integrated global, national, regional and local support Service expertise on all leading brands of equipment Continuous training of our service team. You get: Fewer callbacks and inconveniences More up time Happier tenants and guests Greater peace of mind. Schindler s national service portfolio includes all leading brands It may surprise you to know a significant percentage of our existing service base is non-schindler equipment. 56 % 44 % Schindler Equipment Non-Schindler Equipment + CALENDAR YEAR 120,000 Safety Tests Performed 700,000 Parts Inspected Each Year Safety is our highest priority 120,000 safety tests performed and 700,000 parts inspected each year. Technology Improvement Program To make sure that your equipment is reliable, we invest millions of dollars every year in specific component upgrades. Improved components means technicians spend more time doing preventive maintenance, which translates into even better reliability. This program has resulted in a 37% reduction in callbacks. Safety inspections To make sure passengers on your equipment travel safely, our exclusive seven-point safety inspection is: Comprehensive Surpasses local codes Conducted annually Includes every piece of equipment we maintain. 6

7 Service support network When you partner with Schindler, you re partnering with an entire global support network. Global research and development teams are constantly working to offer the latest technological advancements in manufacturing, performance and safety. National support teams at the Schindler Center for Service Excellence provide training, technical expertise and sales support in all areas of service and repair while monitoring trends and usage data to implement updates and improvements. Regional experts in engineering and operations provide a support structure to local customers within the region. Local office teams consisting of managers, sales representatives, adjusters, superintendents and technicians are dedicated to delivering the personal support every customer deserves. LOCAL REGIONAL NATIONAL GLOBAL Local service with world-class support Only a leading company like Schindler, customer focused and technology driven, can bring decades of global mobility experience to your building. Technical training Every year Schindler technicians receive over 50 hours of training to keep their skills sharp and current. They are trained to service equipment built by Schindler as well as all other leading brands. To ensure their success, they are backed up with technical sales support and have immediate access to the latest technologies. Your personal elevator and escalator expert Schindler technicians are: Friendly Reliable Skilled Engaged Trustworthy Accountable. They are instrumental to the operation of your building. 7

8 Superior responsiveness We believe that achieving greater reliability depends on providing higher-level responsiveness. A partner you can rely on As your dedicated partner, we are committed to knowing what you need and making sure you get it when you need it. We accomplish this by: Carefully structuring and delivering tailored maintenance programs Maximizing time and resource management Providing technicians with the most current and accurate information Utilizing cutting-edge monitoring and communication technology. Intelligent maintenance routines Based on your building s unique characteristics and with a few simple steps on their handheld FieldLink device, Schindler technicians can access preplanned modules that specify exactly what work needs to be done and when. This helps ensure that you receive consistent, reliable service at the right time. Help, when you need it If you have an emergency, your technician is alerted and directed to make your request for service a top priority. Real-time, dynamic scheduling Constant updates to service plans are made through real-time, dynamic scheduling to help ensure the most efficient maintenance program. With this technology, our technicians are able to: Maximize productivity Prioritize your needs Avoid disrupting your building s operations. Route optimization Using real-time route optimization, our technicians spend less time on the road and more time on-site servicing your equipment. 8

9 On-Site Callback Assistance Resource (OSCAR) With our years of service history on all leading manufacturers equipment, OSCAR provides technicians with a short, prioritized list of the most likely reasons for the service call, thereby dramatically reducing downtime. Schindler iphone FieldLink Schindler s multi-function FieldLink is fully integrated with the iphone, giving our technicians the best data Schindler can provide along with the superior performance of one of the world s leading smartphones. Total connectivity at their fingertips Every Schindler technician carries a multi-function iphone called FieldLink. In addition to voice communication and automatic dispatching, FieldLink gives technicians immediate access to: Repair history Maintenance routines Technical support data Trouble-shooting routines Repair routines GPS that allows for real-time scheduling Parts ordering Call reporting. FieldLink is the ultimate tool for helping to achieve field service excellence. Integrated Schindler Remote Monitoring No matter what brand of elevators or escalators you have, with Schindler Remote Monitoring (SRM), we can proactively monitor and identify potential issues and resolve them before they develop. SRM can be tailored to meet the specific functionality of your equipment to deliver: 24/7 monitoring Error and shutdown detection Prioritized solutions Real-time information viewing online Customized maintenance for each piece of equipment Actionable data collection and analysis. You get: 22% faster return to service 10% reduction in service calls 20% improvement in first time fixes. We can connect Schindler Remote Monitoring to any brand of elevator or escalator. SRM: How it works When a change in equipment performance is detected, SRM quickly reports the issue to the Schindler call center so a technician can be dispatched. The system also sends the technician intelligence and diagnostics to help return your equipment to service faster than traditional troubleshooting methods. 9

10 Meaningful communication The information you need, when you need it. Complete accountability you can see With Schindler Customer Score Card, customers have unlimited access to detailed, real-time reports on their equipment. They can personalize Schindler Customer Score Card to review their maintenance plan and equipment over any time frame up to two years, and see graphical representations of what matters most: equipment availability and uptime. Customers can even request that Score Card send them notifications automatically regarding callbacks, preventive maintenance and more. Customer Score Card is: Fast: It processes and loads requested data fast Detailed: It can drill down to see specific maintenance module task views Flexible: It offers the ability to download and export data and graphics into presentations Convenient: Schindler Customer Score Card can be accessed from a desktop computer, tablet or smart phone Intuitive: It s easy to navigate with pull-down menus that allow customers to quickly find the specifics that interest them while managing their personal preferences. Manage your portfolio in real time online with Schindler Customer Score Card. Get the information you need when you need it. Sign up to activate your Schindler Customer Score Card at and get detailed online reports, 24/7 that show how your equipment is running. Simple site navigation The Schindler Customer Score Card uses an intuitive navigation with pull-down menus that allow you to quickly find the specifics that interest you while managing your personal preferences. 10

11 When you need to call for service With one call to our Customer Service Network at , you will be connected to our well-trained and professional call center associates who can notify a technician via FieldLink almost immediately of your emergency. With access to repair history, technical data, troubleshooting guides, repair routines and more, your technician can diagnose the problem, perform the necessary repairs and have you up and running as quickly as possible. Associates are always available and ready to assist you: Answer all phone, and online requests Communicate in English, French and Spanish Provide instant, live translations for other languages Never allow calls to go to voic . It s the heart of why Schindler service is the industry s best service. Majority of calls answered within seconds SCSN responds quickly and effectively Schindler considers calls for service a high priority. So the majority of calls to SCSN are answered within 15 seconds. That s part of the reason why Schindler service customers give SCSN a 96% approval rating for how they handle calls for assistance. We re still shooting for 100%. 11

12 Unprecedented customer service On a scale of 1 to 10, how likely is it that you would recommend Schindler to a friend or colleague? Schindler Net Promoter Score We measure our success by the response of a simple question: on a scale of 1 to 10, how likely is it that you would recommend Schindler products and services to your friends or business colleagues? Our Net Promoter Score is defined by finding the difference between people who would recommend us versus those who wouldn t. Customers who rate us as a 9 or 10 are considered Promoters and we strive for every single customer to be one of our promoters. We follow up with every customer to determine how we can make things right. Every customer has a voice. Our goal is to turn every Schindler customer into a Schindler promoter. Customer focus Service is part of our culture and our core principles. Every employee is expected to follow our three required service steps: Always greet customers warmly Anticipate customer requirements and ensure safe fulfillment Thank customers for their business and always follow through. Inventory in time There s nothing more frustrating than waiting for parts. That s why we keep our local inventories stocked with the most commonly replaced parts for various brands of equipment. If the part is not available locally, we can expedite it from our global supply chain and, if necessary, have the parts shipped overnight. When new parts are not the solution, we can also analyze and repair PC boards at the Schindler Center for Service Excellence. Annual capital plans With your account data, we will work with you to develop three- and five-year plans to determine future maintenance needs, equipment upgrades and other considerations important to your operation and we ll do it in a phased approach so you can budget for these improvements over time. The Schindler employee At Schindler, we pride ourselves on exceeding customer expectations by being: Easy to deal with Accountable Engaged Honest. 12

13 Best results Bottom line: the right service at the right time so you don t have to worry. When we partner with you, we re able to look at your specific requirements and develop a customized maintenance plan that meets your needs. This is different from the old method of prescribed maintenance. Based on your equipment and building usage patterns, we can deliver results that help you operate more efficiently, keeping costs down and maximizing equipment availability. When you partner with Schindler, we do our very best to provide exceptional service so you don t have to worry Service Calls DOWN 44 % Unavailable Units DOWN 72 % Thanks to our program, service calls and unavailable units are down significantly while days between callbacks are increasing each year Days Between Callbacks 0 Reliability + Responsiveness + Communication + Customer Service = Results 13

14 Safety and Sustainability In our pursuit of excellence, we remain committed to the safety of those who service and use our equipment and the protection of the environment. Safety in service Safety is a fundamental value of Schindler. It is implicit in our products and services and in the way we work. One billion people move through life s experiences using our elevators and escalators every day, and we are committed to continuous improvement in product, employee and passenger safety. Our safety culture is the heart of why we are able to provide you with first-class service. Sustainability You ll find our commitment to sustainability in every corner of our company. We re continually working to incorporate sustainable features into our products and services. We re working with our customers to help them achieve LEED certification while working with our employees and suppliers to find new ways to limit our environmental impact. At Schindler, being green isn t something we just talk about; it s something we do every single day. LEED is a registered trademark of the U.S. Green Building Council. 14

15

16 We keep moving so you never stop It s simple. If you re happy and moving then we ve done our job. We re proud to be a company that is constantly evolving to create new ways for you to trust and believe in our services. It s time to expect more from your service provider. It s time to make a call to Schindler. Once we survey and analyze your equipment, we will create and customize a comprehensive and detailed maintenance proposal for you. Join us as we redefine reliability. Call your Schindler representative, visit or us at [email protected] to set up your consultation. For further information, including location of the Schindler office nearest you, please contact: U.S. Headquarters. Morristown, New Jersey Tel Canada Headquarters. Toronto, Ontario Tel Schindler is a member organization of the U.S. Green Building Council. Schindler has received renewal to ISO 9001 and ISO certificates. Schindler prints with vegetable-based ink on paper containing post-consumer waste fiber. BRN-1023a G1415 Schindler Elevator Corporation