In an age where the Internet of Things is changing business behaviour and customers’ expectations, it can be hard for companies to keep pace with technological advancements. For a business with its roots in the early 20th century, it should be even harder. But not for KONE Ovi.
Headquartered in Helsinki, KONE has watched its business transform from a 50-person company, installing imported lifts, into a modern corporation with 55,000 employees. They specialise in people flow intelligence and “health and well-being solutions for new and existing buildings.”
Indeed, since 1910, the only way for KONE has been up – both in business and in the newer, taller, smarter buildings it serves. This Finnish company proves that the limit for this forward-thinking brand is somewhere beyond the sky.
One key reason for KONE’s success is that it has adapted to the changing landscape and blazed its own trail. Both purpose-driven and data-driven, the company has transformed the way that people move. And this digital intelligence promises to carry KONE well into the future.
So what’s powering KONE’s remarkable innovation? What’s this trailblazer’s secret to success and continuous growth?
For KONE, it all comes down to connection.
Harnessing the power of a connected world
Many businesses stress the importance of cooperation, connection, and communication. But for KONE, these objectives go all the way to the product. In KONE’s world, a lift isn’t a steel box; it’s a partner in a smart city. It optimises heating, lighting, and security as part of a highly tuned ‘people flow system’.
KONE’s DX Class, launched last year, is the world’s first digital lifts, integrated into smart-building ecosystems and offering unparalleled controls. The lifts have their own API and can even be called via an app. This makes for an easy and contactless experience in a post-pandemic world.
Similarly, KONE is able to use its 24/7 connected services to forecast movements in buildings and predict the lifecycle and performance of devices. This is a critical issue in care homes and hospitals. High-value data insights, gleaned from ecosystems, are being used to help first responders and technicians optimise call-out numbers. In turn, making for more efficient and safer workplaces.
For KONE, leveraging ecosystems is as important as technical advantages. And luckily, when it comes to high-value data insights, it has a secret weapon on its side.
How KONE is engineering the future
So how did KONE manage to get the deep insights that led to optimising call-out numbers, potentially saving lives in times of crisis? And how can it predict the lifecycle and performance of essential equipment from thousands of miles away?
Well, when it came to managing a team of lift engineers, KONE turned to Salesforce Service Cloud and Field Service Lightning. Salesforce Service Cloud provides a 360° view of the customer and skills-based routing. This enables KONE to dispatch the closest engineer with the right skills, saving time and boosting customer satisfaction.
KONE also connected Salesforce Einstein with IBM Watson. As a result, they can monitor the condition of equipment around the globe. The AI also offers insights and potential resolutions.
Behind the scenes, KONE’s sales professionals use Salesforce to manage opportunities, payments, equipment orders, and service contracts. Sales Cloud automates KONE’s workflows for recurring actions, such as contract renewals and management approvals, and provides detailed insights that help to maximise productivity and profitability.
In a world where everyone strives for effective communication, Salesforce offers the possibility of extraordinary connections. And in a time when the emerging landscape is so full of possibility, KONE promises to carry us there in new ways.
For more insights on how the ultra-competitive customer landscape is changing, and how organisations are transforming in response, download our State of Service Report.
