Schindler

Elevating service and safety with real-time data.

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ABOUT SCHINDLER IN THEIR WORDS

Moving the industry forward with data and mobility.

If you’ve been on an escalator at the airport or in a lift at a hotel, chances are you’ve taken a ride on a Schindler product. The company moves over a billion people every day. To keep people moving safely and reliably, Schindler’s workforce is equipped with mobile solutions powered by iOS and custom apps that tap into critical systems and data.

More than 50 per cent of Schindler’s workforce are field technicians who service and install lifts and escalators around the world. Custom iOS apps for iPhone and iPad have helped transform their workday, allowing the technicians to use their mobile devices to monitor and service products in real time.

“Our products have sensors installed that can measure, for example, temperature and speed,” explains Michael Nilles, CIO at Schindler. “We collect this data over an electronic controller and send it to our back-end platform.” From there, the data is analysed and delivered to technicians in the field.

This instant access to information through so-called “closed-loop remote monitoring” enables service technicians to predict and prevent problems before they occur — something never before possible in their industry.

“Thanks to closed-loop remote monitoring, we easily spot problems before they happen, and fix them.”

Michael Nilles, CIO, Schindler

iCloud

Data from Lift
or Escalator

Messages/Day

FieldLink
iOS App

Sensors attached to Schindler escalators and lifts send more than 200 million messages a day to back-end connectivity systems. This data is processed and then delivered to technicians in the field through a custom iOS app called FieldLink.

GREAT IDEAS IN ACTION

Transforming information into predictive insights.

With increased insight and control — enabled by connected sensors — iOS devices and FieldLink have transformed Schindler’s workflow from reactive to predictive. Using the data collected, technicians in the field now have everything at their fingertips to diagnose, solve and prevent issues, making their work easier and safer.

The FieldLink app gives technicians access to critical data and insights from the back-end.

Schindler’s field technicians start their day on iPhone, using the FieldLink app to plan and prepare for a day’s work. The app generates job lists based on real-time analysis of Schindler’s lifts and escalators. For example, if a lift breaks down, a sensor on the machine sends that information to Schindler’s back-end system, where a smart rules engine outputs recommended actions, like assigning the repair to a nearby technician.

FieldLink optimises a technician’s day and creates the most efficient route based on the location of assigned jobs. As jobs change throughout the workday, the routes adjust in real time.

FieldLink also provides details about each job to let technicians know what to expect and what parts and tools to bring. Before iOS, technicians carried binders of information and made frequent trips back to the office to complete paper-based processes.

The company says by optimising its service routes and providing technicians with instant access to data on iPhone and iPad, it has saved 40 million kilometres of driving and prevented 4,435 tons of emissions per year.

Built with MapKit, a fully functional in-app map can use Location Services to track technicians and offer optimised routes to job sites. Sensors track and transmit valuable equipment data, which is interpreted in the cloud and sent directly to each technician’s iPhone with a push notification.

“Through a more predictive approach to maintenance and remote monitoring supported by iOS, we can detect incidents with an elevator before our customers do. Think of it as never having to take your car back for an oil change.”

Michael Nilles, CIO, Schindler

A toolbox in the palm of your hand.

For Schindler, iPhone is an all-in-one tool that helps technicians work more efficiently and productively. A collection of custom iOS apps gives technicians all the tools and resources they need to get the job done. From ordering spare parts to watching video tutorials, Schindler’s workforce has unprecedented access to information when they need it.

One of the most valuable apps in a technician’s digital tool case, the Spare Parts app allows technicians to search an accurate inventory of over 40,000 parts and order them without leaving the job site. Before iPhone, technicians relied on best guesses about which parts were needed, and returned to the office to order them. Always connected to the back-end, the Spare Parts app gives technicians the details they need to correctly identify and order the right parts straightaway. According to Nilles, iOS has allowed Schindler to “have field people in front of the customer rather than spending admin time in the back office.”

Also integrated with FieldLink, the Spare Parts app instantly populates technicians’ job lists with the parts that will be needed. This inter-app communication allows technicians to order the right parts before they go on a job site, and even arrange to have parts waiting in their truck the next morning. Being prepared with the right materials and knowledge at the right time has improved repair time significantly.

Technicians can quickly troubleshoot issues by consulting with colleagues using the built-in camera and FaceTime. To access lift controls, technicians can connect via Bluetooth using the iSPECI app.

The FieldWiki app gives technicians access to a library of up-to-date multimedia documents. A catalogue of technical information, service instructions, safety guidelines and checklists is available at technicians’ fingertips, saving both paper and time spent on training. The app also provides access to video tutorials to help troubleshoot issues.

“With iPhone and custom iOS apps, we’ve enabled true mobility for our workforce — delivering on-the-spot service to our customers and ensuring safer equipment around the world,” says Schindler CEO Silvio Napoli.

Once field technicians are armed with the knowledge to fix issues, they can use the iSPECI app to control any unit simply by connecting to it with iPhone, allowing them to quickly track, service and maintain equipment from anywhere.

Every year the FieldWiki app saves a stack of paper that’s 17,760 metres tall. That’s twice the height of Mt. Everest.

“Our field technicians already had the best equipment and the best training. But now with iPhone and iOS apps, they have real-time data at their fingertips — to deliver faster, more efficient customer service and safety.”

Michael Nilles, CIO, Schindler
GETTING TO GREAT

Transforming at the speed of a startup.

To support a mobile workforce with a digital tool kit on iOS, Schindler redesigned its IT department so it could develop powerful business solutions at the speed of a startup with deep integration into its back-end systems.

Schindler’s agile approach to app development starts with a solid IT foundation.

The traditional role of IT as service provider has been replaced at Schindler with a concept it calls “two-speed IT”. This concept combines the agile development strategies of a startup — taking smart risks and focusing on the user experience — with that of a traditional IT team.

“We decided to establish the Digital Business Unit in order to promote innovation further within the group,” says Enrico Senger, VP of Schindler Digital Business.

IT and business lines worked together to create a series of custom apps that aligned the company, delivered information from the back-end to the field, and focused on the end-user experience. Schindler chose iOS because it allowed the company to standardise on a mobile platform that is intuitive and easy to adopt around the globe.

Now with iOS devices and custom apps, Schindler’s employees are empowered to be more productive and more efficient. Unprecedented access to real-time data and analysis from back-end systems has not only increased satisfaction and safety for customers and employees, it has allowed them to predict and prevent problems before they occur, accelerating the pace of innovation for Schindler — and elevating their entire industry.

“We have significantly increased our service efficiency and our customer satisfaction. With iOS, we have accelerated the pace of innovation.”

Michael Nilles, CIO, Schindler

Work wonders with Apple.

iPad, iPhone and Mac are intuitive, engaging and powerful tools for business. With innovative hardware, software and services that deliver an amazing user experience, Apple empowers today’s modern workforce to do something truly great.