In China, Otis ONE™ is revolutionizing the way we deliver Service

After working for nearly a decade as an Otis field professional in China, Sailong W. knows what to expect on the job. This includes staying on a tight schedule, anticipating requests from his customers and property managers, preparing for government inspections, and keeping the elevators under his watch running efficiently and safely for his passengers.

Efficiency is important for Sailong as more people in China continue to move into cities. Today, more than 60% of China’s population live in cities, and that number is projected to approach close to 1.1 billion people by 2050*.

In 2018, Otis China launched Otis ONE, a new digital service platform powered by the Internet of Things (IoT). Sailong says this platform has significantly improved the service he provides to his customers.

What impressed me most was the first time I received a fault notification, Sailong explains. At the time, an elevator car door was stuck open by an object and could not close.

Sailong stopped what he was doing and drove to the job site. When he arrived, he confirmed the issue was exactly what his Otis ONE fault alert flagged and solved the problem quickly. When the property management arrived, the elevator had already resumed operations before any resident even noticed.

For an elevator technician who had spent years visiting job sites after receiving a call from a customer, fixing the problem before his customer even knew about it was revolutionary.

I deep dived into studying the features of Otis ONE, asking my colleagues to join me and learn together, Sailong says. All the data for the elevators are on display on our mobile devices. The information supports us in making educated judgments in carrying out service work.

Unsurprisingly, Sailong's customers are benefiting from Otis ONE as well with increased uptime and fewer service disruptions.

Learn more about Otis ONE and how it is bringing the next generation of service to our customers.

*According to data from Statista

An Otis mechanic identified an elevator shutdown with Otis ONE™—before the customer even noticed

Located near one of the world’s busiest airports is a multi-story office complex boasting over 580,000 square feet of office and conference space. Thousands of office workers and conference guests rely on the building’s numerous elevators to get where they need to go each day. One early Monday morning last year, an elevator in the building was out of service in need of repair. To get it up and running, onsite technician support was needed. And on this particular day, the property was hosting a major conference, which made the situation even more critical. The shutdown had the potential to cause massive delays.

Luckily, Bernd J., an Otis mechanic with more than 30-years of experience, saw the problem on his Otis ONE app early that morning as soon as he started his day. The Otis ONE IoT digital platform uses artificial intelligence, machine learning and cloud technology to provide our mechanics with predictive maintenance insights and our customers with real-time information on the status of their elevators.

I usually check the app during breakfast to see if everything is ‘green’ — which means all units are running smoothly, Bernd says. On this day, Bernd noticed one of the elevators at the customer site was shutdown requiring onsite support. Bernd hopped into his Otis van and was onsite by 7:30 a.m. The customer was surprised – and also very pleased – to see him there as the building staff had not yet noticed there was an elevator requiring repair.

Bernd’s dedication, supported by Otis ONE technology, allowed him to get the elevator back up and running before most of the office staff and conference guests had even arrived. The bottom line is Otis ONE means faster troubleshooting and higher system reliability for our customers, added Bernd.