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Otis Elevator implemented two IT initiatives, OTISLINE and e*Logistics, to improve customer service and business processes. OTISLINE created a 24/7 customer service center to answer 98% of calls within one second, improving responsiveness. E*Logistics integrated business processes from order to delivery to maintenance on one system, streamlining workflows and reducing cycle times. Both initiatives helped Otis enhance service excellence and competitiveness by improving response times, monitoring equipment pe

Author

Rishi Kothari

Language

EN