Helping an Elevator Company Improve Service Dispatch and SLA Management

A leading elevator service company approached us with a growing challenge: managing service requests efficiently across a large fleet of elevators and ensuring technicians responded within the committed SLA.

As the number of elevators under their service network increased, their service team was handling a growing volume of breakdowns and maintenance requests. Much of the coordination between customers, service coordinators, and technicians was being handled manually.

The company was facing challenges such as:

• Difficulty prioritizing critical elevator breakdowns.
• Manual coordination between service teams and technicians.
• Limited visibility into technician availability and location.
• Delays in assigning service requests.
• Difficulty tracking response and resolution times.
• Limited visibility into SLA compliance.
• Frequent follow ups with technicians to understand service status.
• Difficulty accessing the complete maintenance history of an elevator.
• Limited visibility for management into overall service performance.

The company wanted to improve its service operations without increasing the complexity of managing its growing elevator fleet.

They approached us to build a solution that could bring elevator monitoring, service requests, technician dispatch, and SLA tracking into a single platform.

We worked with the company to understand its existing service workflow and developed an IoT enabled elevator service management platform.

The platform connected elevator assets, service requests, technicians, locations, maintenance history, and SLA requirements in one centralized system.

When a fault or service request was generated, the platform could initiate the service workflow and provide the service team with the information required to take action.

The solution enabled the company to:

• Monitor elevator operating status.
• Capture elevator faults and service requests.
• Prioritize breakdowns based on severity.
• Identify and assign available technicians.
• Track technician service activities.
• Monitor response and resolution times.
• Track SLA commitments.
• Trigger alerts for approaching or breached SLAs.
• Maintain service history for every elevator.
• Monitor service performance across customers and locations.
• Generate management reports and operational insights.

The complete workflow was structured around:

Fault Detection → Service Request → Prioritization → Technician Assignment → Service → Resolution → SLA Closure

This gave the service team a single source of information instead of relying on multiple communication channels and manual follow-ups.