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Arcos Bosques is a two-tower luxury office complex near
the Santa Fe business district in the Mexican capital.
Torre 1 – affectionately dubbed
El Pantalón
(“The
Trousers”) – consists of two columns linked at the top by
a lintel. When completed in 1996, this 36-story landmark
was the tallest building in Mexico City. Torre II, which is
part of the same complex, consists of twin towers housing
a five-star hotel and one of Mexico’s most elite shopping
malls, the Paseo Arcos Bosquesa. It is a busy hub housing a
cinema multiplex and luxury retail shops.
“Average” is clearly not what tenants and shoppers expect
from this upscale oasis of retail therapy. Where transit
equipment is concerned, high-end performance is assured
by KONE, the supplier of the original equipment, which
has been working behind the scenes for two decades to
assure the smoothest people flow possible.
Failure is not an option
A dedicated team of four KONE technicians works in
three shifts to service 36 elevators whenever needed,
24 hours a day, 365 days a year. Equipment is kept
in pristine order with stringent routine checks and
systematic preventive maintenance. KONE’s ability to
maintain a solid relationship with the complex for 20
years is proof of absolute commitment.
“Arcos Bosques was KONE’s first major new equipment
installation in Mexico. Our ability to deliver an excellent
customer experience led to a servicing contract which
has now lasted longer than many marriages,” says
Raul
Ortega
, Service Manager for KONE Mexico. “Failure is
not an option. We deliver the best service every time
we arrive, doing our utmost to keep downtime to a
strict minimum. Our target is 100% availability of the
equipment.”
Rapid response team
“What makes this relationship special is the attention and
sense of urgency with which we address demands for
on-site assistance,” notes Ortega. A recent example was
the rapid response of the KONE team during heavy rains.
When water flooded an elevator shaft, the team arrived
just in time to save the equipment, avoiding high repair
costs for the customer.
Another recent case involved a problem with the door
controller. “We responded proactively by delivering a
proposal for a new electronic curtain for the door system.
The client was very happy with the attention and service
we provided,” says Ortega.
This high level of personalized attention is the secret to
the longevity of the relationship, Ortega says. “Not only
do we respond efficiently and promptly, but we also track
client requests and hold immediate follow-up meetings.
We are always working harder to sharpen our focus with
the customer, even after 20 years.”
ARCOS BOSQUES – MEXICO CITY, MEXICO
MEXICAN MILESTONE
When a relationship reaches the ripe old age of 20, something about the chemistry must be right.
Next year, KONE celebrates two decades of servicing Mexico’s most exclusive commercial complex.