United Technologies 2011 Annual Report Download - page 14

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UNITED TECHNOLOGIES CORPORATION
SERVICE
As part of Otis Elite service, technicians track the operation of
elevators and related equipment to ensure maximum performance
and reliability. Elite service oers customers an unprecedented
level of support.
With i-link, Chubb customers can monitor
locations interactively and in real time through
a single Web interface, resulting in more
ecient facility management.
Q
A
ON CALL 24/7
Since opening its doors more than a year ago, Hamilton
Sundstrand’s Customer Response Center in Windsor Locks,
Conn., has earned a reputation for oering best-in-class
aftermarket service. Staed by engineers 24 hours a day,
365 days a year, the center addresses technical issues and
spare part orders—whatever is needed to keep aircraft
flying. In 2011, the center received more than 7,600 inquries
from approximately 1,100 customers.
OTIS ELITE SERVICE
Otis Elite service continues to delight its growing customer
base. A key dierentiator for the company, Otis Elite
service oers customers an unprecedented level of
support and benefits that help ensure maximum equip-
ment reliability and ecient repairs of their elevator
systems. At the end of 2011, approximately 29,200
Otis Elite service subscriptions had been sold worldwide,
up more than 45 percent from 2010.
ONE POWERFUL WINDOW
In 2011, our Chubb business introduced i-link, the indus-
try’s first fully networked portal view of a customer’s
fire and security landscapes. Through i-link, customer
locations are interactively visible in real time through
one convenient Web interface. Currently available to
customers in Australia and the United Kingdom, i-link
provides seamless online account management, allow-
ing customers to place and track all service calls online,
work with a standardized process for service requests
and generate customized reports at any time. Chubb
is part of UTC Climate, Controls & Security.
HOW DO YOU KEEP
YOUR CUSTOMERS
COMING BACK?
By oering them the best, most innovative
products on the market—and following
up with the best service available. We aim
to delight our customers from point of sale
through aftermarket arrangements.
12
I-LINK