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Alain Bienfait, Services Business Director, Kone Asia Pacific
I have often been asked these following key questions: How can Field Services contribute more to businesses? How do we transform Field Services such that it is viewed as an equal business partner rather than an executional arm?I believe that the answer to these lies in engaging in the transformation of field services towards focusing on delivering greater customer value. The way that KONE has been doing this is through the embracing of technology and its incorporation into our field services. A crucial factor is in identifying the right partner, and for this, we have IBM on board as our partner in delivering support through their Artificial Intelligence (AI) platform, IBM Watson. With the support of IBM Watson, we are able to augment our service solutions and create much more value out of it. One of the megatrends that we see having a huge impact on our business and the environment that we operate in is Technological Disruption, but we choose to see it as an opportunity instead for us to boldly forge a new path ahead strategically through our field services and operations. Technology has broken down limitations that were previously in place and enabled the creation of new processes, outcomes, and, therefore, values to those who embrace the change, adapt to it, and are able to utilize the change for good. Specifically for Field Services, I see three main areas in which technology has made a huge positive impact: intelligence, transparency, and finally, safety. Greater Intelligence Technology, in the form of Artificial Intelligence (AI) and the Internet of Things (IoT), have been two things that we have successfully incorporated into our field services through our own KONE solution, KONE 24/7 Connected Services. Our products move a billion people every day worldwide, and that means that they generate a huge amount of Big Data on a daily basis. With the technology behind this solution, we now have access to much more real-time performance data of our customers’ assets, giving us not just monitoring capabilities but also offer predictive maintenance and better asset performance management, solutions that transcend what we were previously capable of and allowing us to become real partners to our customers.
Our Products Move A Billion People Every Day Worldwide, And That Means That They Generate A Huge Amount Of Big Data On A Daily Basis