The client is a global leader in industrial equipment manufacturing, with a strong presence in the elevator and escalator industry. With installations across the world, the client serves a diverse set of customers, ensuring seamless operations, compliance with evolving safety regulations, and optimized maintenance.

However, increasing price sensitivity among customers led to higher churn rates, impacting revenue. Additionally, improving service efficiency became critical to maintaining profitability in a competitive landscape. To address these gaps, the client sought a proactive and predictive technology-driven approach to enhance maintenance, strengthen compliance, and improve overall customer experience.

• Missing out new contracts: Without IoT integration and predictive maintenance capabilities, companies risk losing potential clients who prioritize technology-driven service efficiency.
• Losing existing contracts: Price-sensitive customers are switching to competitors offering more cost-effective, tech-enabled service plans, leading to revenue loss.
• Fragmented digital interfaces: Customers currently navigate multiple disconnected systems to access elevator service, maintenance, and complaint resolution, leading to inefficiencies. A single unified platform is needed.
• Workforce readiness: The aging skilled workforce poses a risk as tribal knowledge is lost. AI-powered training and guidance can bridge the knowledge gap for new technicians.
• Passenger safety & experience: Ensuring continuous communication (voice, video, and text) in case of elevator malfunctions is becoming a regulatory necessity and a customer expectation.
• Compliance with safety regulations: Governments are enforcing strict real-time reporting requirements for system failures, demanding automated, IoT-enabled compliance reporting.
• Field productivity: Technicians face inefficiencies due to a lack of real-time access to service history, manuals, and troubleshooting guides, leading to longer issue resolution times.

The client partnered with LTIMindtree to develop a scalable digital innovation system that enhances efficiency and provides valuable insights across its global elevator and escalator network. The solution is structured into three key layers:

By the end of 2024, this solution was adopted globally, managing more than 600,000 elevators and escalators.

LTIMindtree has been a trusted partner from the start of this digital transformation journey. With strong thought leadership, innovative program management techniques, and a diverse skill set, we have played a key role in the development, deployment, and support of this transformative program. Our connected elevator solution drives tangible value for clients by enhancing customer engagement, increasing service revenue, and improving efficiency and profit margins.

Sameer Joshi, Sr. Engagement Partner, iNXT, LTIMindtree

The future of the elevator industry is increasingly shaped by AI, IoT, and data-driven intelligence. The journey of transforming service operations through AI and IoT is far from over. With years of collaboration, this engagement continues to evolve, moving into its next phase—enhancing existing solutions and integrating AI-driven intelligence to unlock even greater efficiencies. As long-term partners, the focus remains on co-creating value, refining predictive capabilities, and ensuring sustained benefits. With each iteration, the goal is not just optimization but also pioneering new possibilities for a smarter, more connected future.