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“In digitalization,
customer experience
and user engagement
is everything.”
a very mechanical product, wheels, a chassis, engine, and
some other components.
“But now we see autonomous cars, remote servicing,
and diagnostics, very software driven. Connected cars
are a reality, and consumer services are being added to a
traditional equipment and maintenance business. There are
many similarities to our businesses at KONE.
There is no doubt the use of innovations can change
business models and provide new opportunities for
differentiation. And the KONE CIO believes success will first
come from understanding five crucial areas.
“The first component of digitalization is the ability to
make equipment more intelligent and accessible through
the use of sensors, just as we do today, with access control,
integrating sensors in elevators, doors and smartphones.
“Then second, is connectivity, because with today’s
technology, remote diagnostics are possible. For instance,
we inspect thousands of elevators many times a year and
if the elevator was able to be accessed, or could highlight
potential issues, then our technicians would not have to
always travel to a site.
“The third area is data storage. Terabytes of storage
are so cheap. That takes things to a whole new level with
almost unlimited capacity and cloud technologies.
“Fourth is analytics. With powerful analytic engines and
algorithms, and we can look at parameters and data in
more effective ways, for instance, improving People Flow in
crowded urban areas.
“And finally, what I call mobilization, which means being
able to bring together a combination of the four others. At
KONE, we if we are able to put all of this into the hands of
our field service technicians, it will lead to better services for
our customers and we have set the standard high on this
front.”
RISING AMBITIONS
For users, mobilization means the ability to introduce
new and exciting services and applications that make it
smoother and safer to move around in buildings, or the
ability to make personalized digital services.
However, it is clear that companies need agility, too. For
product and service development, that means far shorter
and faster processes to bring something to the market
quickly, test, feedback, improve and commercialize.
“In digitalization, customer experience and user
engagement is everything,” continues Antti. “The service
level expected from suppliers in a digital era is very high.
Just think that in the US today, the Y-Generation makes up
51 per cent of the workforce!”
“New ways of working mean increased transparency.
If we miss a service call, it is there. If we don’t deliver on a
contract or if we invoice incorrectly, it will be there. That
creates pressure on internal systems. The question is, are
companies ready for that?
“At KONE, we are definitely raising our ambition level.”
From his perspective, as CIO, the writing is on the wall for
the future. In years to come, it could mean the possibility
of “just in time” 3D-printing of spare parts in the back of
KONE service vehicles, before technicians arrive onsite.
Developments are moving fast.
Digitalization definitely brings an entertainment value or
cool-factor, clear operational value which brings efficiency
and there can also be fantastic business value.
The combination is priceless. /
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