1. Building a Maintenance IoT Service Platform to Expand Recurring Business
The elevator and escalator maintenance business, which is a recurring revenue business, is supported by remote monitoring and various maintenance systems centered around a control system. First built 25 years ago, this aging control system was completely revamped with a configuration suited to new business models and business expansion.
The new control system adopts a hybrid cloud and promotes service quality improvements, operational efficiency, and other improvements and extensions through cloud-based applications. As a specific example, it automatically selects the engineer to dispatch when a failure occurs based on requirements such as skills and site distance to improve operational efficiency through the systematization of ancillary work including dispatching instructions for the purpose of shortening product downtime and improving the quality of customer service when a failure occurs. In addition, an artificial intelligence (AI) technical support system was developed to provide the dispatched engineer with optimal investigation and recovery procedures to shorten the failure recovery time. Moreover, the “BUILLINK” service was established, which allows users to check and control the equipment operating state as well as maintenance service details such as inspections, repairs, and reports on a PC or smartphone. By connecting with customers and continuing to provide high-quality services, the company will contribute to the expansion of the elevator and escalator maintenance business.
(Hitachi Building Systems Co., Ltd.)