TK Elevator empowers field technicians to resolve issues more effectively

TKE is a global leader in mobility products and solutions empowers field technicians to resolve issues faster.

Goal: Help technicians resolve issues more efficiently, the first time

TK Elevator wants to help field technicians resolve issues more effectively by making information easier to find, providing answers to resolve issues in real-time, and reducing escalations to support engineers.

Solution: Intelligent Search to find answers and reduce escalations

TK Elevator partnered with Neuron7 to empower field technicians with Intelligent Search that points to the exact answer to resolve an issue. As a result, the number of inbound calls and call handle times decreased.

Neuron7 learns from every interaction across the service environment to optimize resolutions in real-time. Field technicians get the latest, most accurate service information, even for products just introduced in their region.

"Our technicians are really enjoying the fact that they have it on their phone and in the platform they already use. Now information is just in a much easier format for them to get to. That’s been the sentiment from the field, ‘you’ve made my life easier, so thank you’."
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‍_{Thomas Shanks
Director of Operations, TK Elevator}

What’s Next: Global expansion and turn-by-turn guidance

With measurable results and positive sentiment from Neuron7 users, TK Elevator is looking forward to broadening the impact to their service teams across the globe.

Through the introduction of Intelligent Diagnostics, field technicians at TK Elevator will receive accurate turn-by-turn guidance to help resolve the most complex cases while enabling a shift to predictive service.

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