The industry gradually gave birth to other related industries like elevator services, maintenance etc (Otisline, 2).
Otis Elevators always remained on top of the competition. Since the time it was founded, it managed to form and maintain its reputation as the best in the industry of elevators. The fact that it provided services along with the product made it even more popular and the quality remained credible. Owing to its reputation customers were often willing to pay premium price for Otis’ services (Otisline, 1).
Otis elevators had three branches: Otis Hydraulics (for up to 6 story buildings), Otis Geared (for 24 story buildings) and Otis Gearless for higher buildings. The state-of-the-art elevators with higher capacity than usual, Otis was customers’ first choice (Otisline, 1).
Otis was divided in four geographical areas: North American Operations, Latin American Operations, Pacific Area Operations and European Transcontinental Operations. North American Operation (NAO) had the most widely dispersed customer base because of the large geographical area it catered to and also because there was a variety of customers to attend. The need to develop easy communication with the customers occurred and so Otisline was formed (Otisline, 1).
Otisline was the main customer service centre of Otis NAO. It was established so that customers could easily contact the company, give feedback, lodge complaints etc. This way, Otis secured its customers’ loyalty by developing easy communication.
Otis was a decentralized organization but the new system it installed, Otisline, was centralized. A centralized system was launched for focusing on faster responses to callbacks. Customer’s rate quality of services according to the way they are responded by the firm and the time it takes for responding. Commercial answering services were used for non-prime-time call backs and the