Going Up

An industry perspective on the VT segment

India, according to independent analysts, is the second-largest market for elevators and escalators in the world. The country is undergoing long-term urbanization, and its infrastructure is growing accordingly. From office buildings to railway stations, companies in the vertical-transportation (VT) industry are supporting a broad array of projects across the country. 

To share some examples close to me, last year, Otis India was selected to provide more than 100 Gen2® elevators for the second phase of the Bengaluru Metro project, which is expected to be India’s third-longest metro network once complete. The company also worked with RMZ Corp. in India to integrate the Otis eCall app with its elevators and reduce touchpoints in its RMZ Infinity building.

Local Manufacturing

Over the last few years, India has been increasingly seen as a global manufacturing hub. I have observed several VT companies increase their presence in the local market, and I believe this is mainly done to support the country’s urbanization, as well as Make in India. As such, Otis India produces the bulk of its Gen2 elevators used in nearby projects at its manufacturing facility in Bengaluru. This facility has received several industry-respected certifications and awards for both quality and sustainability. 

Technology

Beyond local manufacturing, technology innovation plays a major role in driving the VT industry forward. To put a finer point on it, the future is digital for all industries, and the elevator industry is no different. Industry-leading companies are helping their customers modernize and maintain their buildings through innovations such as Internet of Things (IoT)-connected technologies and other digital offerings.  

The Benefits of Proactive Service

In addition to innovating, industry leaders continue to underscore the importance of proactive customer service and transparent communication. By using the power of IoT and AI, these companies can detect potential issues and proactively inform a customer, sometimes even before an issue arises.

There’s a quote by Lucius Annaeus Seneca that reads, “He who gives when he is asked has waited too long.” This resonates with me, because it illustrates the value of proactive customer service, especially within the elevator industry. Proactive customer service is all about the ability to anticipate a customer’s issues or needs and address them before they grow. 

Leading VT companies are also focusing on proactive, instead of reactive, approaches to service customers more efficiently. For example, some predictive-maintenance tools can connect to elevators and notify building owners and field professionals of a possible issue. This prepares field professionals with more knowledge when they arrive onsite to work on elevators. It also helps field professionals to come equipped with the right set of tools and parts needed to get the equipment up and running, thereby reducing downtime.

Excited for a Bright Future

The VT industry is rooted in safety, innovation and customer service. These tenets have enabled the industry to keep India’s people and goods moving for more than a century. I look forward to what the future may hold. If it mirrors our industry’s vibrant history and innovations of today, I believe we are in for a bright one. 

Sebi Joseph is president of Otis India.