Group Assignment Submission

Digital Transformation and Information System

Submitted by:
Section C - Group 10

Mrudul Mawlikar - P22156

Chagan Singh - P22142
Shreya Patil - P22164
Paridhi Pugalia - P22163
Rupayan Das - P22177
The OTISLINE would be successful because it aimed at responding less than 1 sec for 98% of
the time. This is prime essence of service industry, in which you make the customer experience
good for them not to leave you.

Analysis:
● The manual callback and repair history log submission step to the field office's service
desk was removed.
● The case demonstrates modifications made with the aid of IT systems to the Otis
elevator maintenance and order fulfillment departments.
● A shift in the organization's elevator maintenance led to the creation of OTISLINE, a
customer support center.
● Otis had to improve its customer service since service contracts were awarded based on
responsiveness, quality, and price as a result of increased market rivalry, servicing
accounting for a larger share of profit than sales of new units.
● In addition to this, there was REM elevator monitoring, which allowed elevators with
microprocessors to log performance to one of the monitoring computers. As a result,
Otis personnel were aware of issues before they were reported.
● With automation and efficient monitoring, Otis had an advantage over its rivals in the
service industry, where the primary determining element is the reaction time the
consumer receives.

Technological interventions for improving service responsiveness of Otis

 Quality and satisfaction are related in a user-based approach; the highest quality
equates to the best satisfaction of consumer preferences. Companies now understand
that providing high-quality services gives them a sustained competitive advantage.
Customer happiness and service quality are crucial success elements for businesses
that are considering market competition, expansion, and growth.

 The development of video, real-time messaging, chatbots, artificial intelligence (AI), and
self-service all hold the potential to significantly alter how customer success practitioners
go about their daily business.

 Starting to address consumer issues with video voicemails and arranged meetings.

 A real time messaging app coupled with information of the customer(including the AMC
contracts, service reports and complaint ticket redressal reports) will go a long way into
assigning customers from across channels into one place.
 Bots are simply a novel way to interact with knowledge that already exists, and they
provide a new way to engage customers. Conversational user interfaces are a terrific
method for companies to present themselves as cutting-edge. By giving clients a new,
repeatable, and inexpensive means of contact, bots can enhance self-service and lower
costs for suppliers.
 Multiple types of self-service tools where customers interact with messenger apps and
location-aware mobile apps will enable customers to help themselves in event where
customer service representative is unavailable.
 Also, customer service decisions will be data driven considering the past insights of
customer service successes.