Problem:
A preeminent Kansas City landmark had worked with several of the large, international companies for elevator service and maintenance. The management team found those relationships challenging, inefficient and ineffective. They often times had different technicians servicing their elevators and key details were getting lost in translation from one technician to the next. Combining that with poor communication from the back-office support, the client lost confidence in them.
Solution:
Midwest Elevator was brought in to meet with the clients through a consultant relationship. To earn their business, consistent with our model in our St. Louis headquarters, we committed to hire the top mechanics in the area who would be dedicated to service their elevators. Our technicians would get to know their equipment inside and out and the client team would know them too. Through monthly performance meetings with our lead mechanic and branch manager, we were able to monitor and report performance improvements while also being able to proactively recommend maintenance and repair solutions to optimize the customer’s budgets and schedules.
Results:
Within the first five months, Midwest Elevator showed steady improvement in reducing the number of callbacks month-over-month. Within five months, we reduced callbacks by almost 74% and have held steady or improved upon those reductions ever since. As an iconic entertainment and shopping district, by improving the performance of their elevators, they not just operate with greater efficiency, it raises the bar on the visitor experience and their overall reputation in the market.
- Callbacks
- Callbacks Avg.