8 / 24
8
| PEOPLE FLOW
C
ommon sense dictates that
once an elevator is installed,
it needs to be maintained.
The same is true for escala-
tors, autowalks and automatic doors.
Providing the best possible service,
however, takes more than common
sense. It requires solid technical know-
how and a deep understanding of
customer needs. Customer loyalty is
the best indication of service excellence,
says
Pekka Kemppainen
, Executive Vice
President of KONE’s Service Business.
“Business growth is steered not
only by innovative products, but also
by customer-driven services,” says
Kemppainen, emphasizing that main-
tenance services are an essential part
of KONE’s work. Maintenance and
modernization currently account for
at your
serviCe
Service leadership is an ambitious target that requires
both technical excellence and a service mindset –
every single day and at every customer encounter.
teXt
FraN WEaVEr
Photos
KONE
about half of the company’s overall
business.
The top priority is to ensure elevators
and escalators operate safely, reliably and
without interruptions throughout their
lifetime. This is especially important in
critical locations like transport hubs and
commercial premises where downtime
can mean financial losses and disruptions
and delays to people’s journeys.
in it for the long run
The history of KONE’s service business
dates back to the company’s origins in
1910. The tools and techniques have
since evolved, but the service mindset
remains.
“We take a life cycle approach to
our products,” Kemppainen says.
This means working closely with
customers already at the design and
installation phase to ensure the pro-
vided KONE solutions best suit the
client’s needs. It also means providing
preventive maintenance and consider-
ing customer needs when planning and
carrying out service work on site.
Good, preventive, non-disruptive
service tends to be invisible, so it is
gradually taken for granted. “It is vital
for us to go and talk to customers, let
them know what we’re doing, and listen
to their wishes,” Kemppainen explains.
“Through our KONE Care for Life™
service concept, we work with build-
ing owners to plan maintenance and
servicing schedules well in advance.”
This allows customers to plan and
budget ahead for projects like elevator
modernization, which cause short-term
disruptions to users but may be neces-
sary to improve safety, accessibility, ride
comfort, energy consumption and the
overall appearance of equipment in the
long run.
the visible serviCeman
KONE’s service technicians are urged
to seek out customers and meet them
face-to-face. Maintenance supervisors
KONE service fleet of bicycles from the 1920s.
13,000
SErVICE TEChNICIaNS OPEraTING FrOM
MOrE ThaN 1,000 OFFICES GLOBaLLy.
TODay KONE haS a NETWOrK OF OVEr