KONE service technicians will begin using 11,000 mobile field terminals in 17 countries during the coming two years in a move to increase the efficiency of elevator and escalator maintenance efforts, strengthen communication between KONE and its customers, and provide a safer working environment for field personnel. The field terminal consists of a Windows Mobile-based Pocket PC Phone Edition with TaskMaster software designed specifically for KONE by TBS. KONE is the first in its industry to implement a global field mobility initiative of this proportion.
The Windows Mobile-based field terminal will make it possible to maintain real-time contact among customers, service technicians and the KONE Customer Care Center. Thanks to the spread of field terminals, customers can receive real-time reporting on the progress being made in maintenance or repair work on their equipment. KONE employees can be given updates on work assignments or the availability of replacement parts, enabling them to serve their customers faster and better. Electronic back-reporting will also free up supervisors to spend more time using their expertise to support technicians in the field.
The use of field terminals supports increasingly predictive maintenance in which actions can be planned before breakdowns occur, improving both equipment availability and end-user safety. Service technician safety is enhanced because the KONE Customer Care Center is automatically warned if there has been no contact between an on-duty technician and the center during a predetermined period.
“As a business, our key priorities are ensuring that customers have a steady flow of people through their buildings and receive an excellent level of service from us as a vendor,” explained Jim Haugsland, Global Field Mobility Manager, KONE. “It is important that we continue to offer improvements to our service by implementing the latest technology and most innovative working practices.”
The introduction of Windows Mobile-based field terminals will support KONE’s efforts to improve efficiency in maintenance and repair operations and the profitability of KONE’s service business. Maintenance and modernization activities account for 60% of KONE’s elevator and escalator business revenues and 60% of KONE Elevators & Escalators division’s personnel.
For more information, please contact:
Jim Haugsland, Global Field Mobility Manager, KONE, tel. + 32 2 676 9338
KONE is a service company known worldwide as a technology leader. Its innovative products transport hundreds of millions of people daily in all parts of the world. KONE sells, manufactures, installs, maintains and modernizes elevators and escalators, and services automatic building doors. KONE is part of KONE Corporation, whose annual net sales in 2003 totaled EUR 5.3 billion.