Same spark, new digital tools

Sam White remembers his early love for gadgets. Taking apart toasters as a kid and wondering how remote-control cars zoomed around sparked something in him.

“I was fascinated by the tricky bits inside and how they used science to make things work,” Sam reflects.

“And that same curiosity is essential for a good service technician today. It's not just about repairs anymore; it's about a willingness to continuously learn about new technology and how it can bring value to our customers and improve our lives as service technicians."

For Sam, the integration of digital technology isn't just a trend; it's a powerful evolution that enhances his ability to deliver exceptional service. Digital tools like the Dynamic Maintenance Planning (DMP) and 24/7 connected services aren't just about efficiency; they're about providing deeper insights and proactive solutions for customers.

"Being able to remotely diagnose potential issues or access real-time data even before arriving on site is a game-changer," Sam explains. "It means we can often resolve issues faster and with less disruption for our customers."

KONE’s commitment to bringing digital solutions is aimed at delivering the best value to our customers by improving the daily life of our technicians.

For technicians like Sam, it means:

• Enhanced diagnostics: Digital tools provide detailed data and insights, leading to quicker and more accurate problem identification.
• Increased efficiency: Remote access and pre-diagnosis capabilities streamline workflows but also reduce the need for unnecessary technician visits, resulting in reduced emissions from travel and improved overall efficiency.
• Maximising expert knowledge: Freeing up time from mundane routine tasks to instead focus on issues requiring expertise.

For customers, this digital integration translates to:

• Proactive maintenance: Data-driven insights allow for preventative measures, minimising downtime.
• Faster response times: Connected systems enable quicker identification of issues and efficient dispatch.
• Greater transparency: Digital reporting provides clear and accessible information about their equipment's performance.

Sam remains dedicated to honing his skills in this increasingly digital landscape. He recognises that the future of the industry lies in embracing technological advancements while retaining the core values of expertise and dedication to safety.

"Lifts and escalators are an important part of our lives, and the way we service them is constantly evolving," Sam says.

"I'm proud to be part of a company that's not just keeping up with that change, but actively driving it. By combining our hands-on knowledge with the power of digital tools, we're keeping pace with the changes in customer expectations for transparency and real-time information, allowing us to proactively communicate, deliver better outcomes, and drive smarter, more effective ways of working as technicians.”