How Many Calls Are You Getting for the Same Elevator?

An elevator company approached us with a recurring service challenge: the same elevators were generating multiple breakdown calls, but the service team did not always have a complete view of what had happened before.

A customer would report a breakdown. A service request would be created. A technician would visit the site and carry out the required work.

But when the same elevator generated another complaint, the team had to look through previous service records to understand whether it was a new problem or the same issue happening again.

As the number of elevators under service increased, it became difficult to track recurring problems across individual service requests.

The company needed to quickly understand:

• How many times an elevator had reported a breakdown
• Whether the same fault was occurring repeatedly
• What work had already been carried out
• Which components had been replaced
• When the elevator was last serviced
• Which technician attended the previous visit
• Whether the previous issue had actually been resolved

The challenge was not just handling service calls.

It was connecting every service call to the history of the elevator.

We worked with the elevator company to build a connected service and monitoring platform that brings elevator records, faults, breakdowns, service activities, and technician actions into one system.

The platform connects every stage of the service journey, from detecting a fault to resolving it and maintaining the complete elevator history.

Each elevator has its own digital service history, allowing the team to understand what has happened over time.

The platform supports:

• Elevator and equipment records
• Real-time elevator status
• Fault and event tracking
• Breakdown management
• Service request management
• Technician assignment
• Technician activity tracking
• Maintenance history
• Component replacement records
• Customer complaint tracking
• Previous service history
• Resolution tracking
• Notifications and operational alerts

When a new complaint comes in, the service team can see the elevator's previous history instead of treating the complaint as an isolated incident.

This makes it easier to identify when:

The same elevator + the same fault + repeated service visits = a recurring problem.