KONE shifted from reactive incident tickets to a proactive digital service model across 60+ countries

Technology · China · KONE (elevator & escalator manufacturer, 60,000+ employees, 60+ countries) · IS & Digital

The challenge

KONE, a global leader in elevators, escalators and automatic doors with more than 60,000 people in 60+ countries, ran traditional, factory-style operations and lacked digitalization expertise. Customers increasingly expected digital services such as real-time repair alerts and device-performance tracking, putting KONE at risk of losing customers who valued digitalization in their purchasing decisions.

What Amaris did

KONE first engaged Amaris Consulting to handle production-related incidents through an L2 Operations incident-management project. As the relationship matured, KONE sought a broader range of services beyond ticket resolution, and Amaris helped stand up pipeline management, database creation and cloud-infrastructure implementation to build out a fuller range of services.

Outcomes

• Service scope: Expanded from incident-ticket resolution (L2 Operations support) to pipeline management, database creation and cloud infrastructure
• Workload reduction: Significant workload reduction through automation and simplified processes, freeing KONE's teams for core priorities
• Customer responsiveness: Improved ability to respond to customer demands, enhancing reputation and customer satisfaction
• Client scale: Delivered across a client with 60,000+ employees present in 60+ countries

Delivery shape

5 people · senior-led, blended · onshore, offshore · 36 months · time_and_materials

It's such a pleasure to have Amaris Consulting's support in helping us achieve our targets and goals. Their team-oriented mindset and actions, coupled with continuous follow-up and feedback, have given us immense satisfaction in our collaborations.

- Hongseng TANG, DevOps Manager, KONE

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Amaris Consulting · Part of Mantu. Figures shown are indicative and illustrative ranges based on the inputs you provide, not a quote. Comparisons refer to typical market ranges for equivalent seniority, not to any specific firm.