Schindler Authorised Distributor
An authorised distributor of a global elevator OEM, manages elevator installation, maintenance and after-sales service across multiple African markets. With operations spanning four countries and plans to expand into additional regions, including North Africa, the company manages a portfolio of more than 800 elevators.
As the business expanded, coordinating service teams, maintaining compliance, tracking repair orders and managing financial processes across regions became increasingly complex. Schindwe needed a unified platform to bring its operations together, improve visibility and support its continued growth.
Key Challenges
Managing elevator service operations across multiple countries required consistent processes, timely responses and reliable operational oversight.
- Passenger Safety & OEM Compliance: Maintaining elevators according to OEM standards, meeting scheduled maintenance requirements and keeping records aligned with applicable government regulations.
- Technician Skills & Safety: Supporting continuous technician training, skill development and consistent safety practices across service teams.
- Multi-Region Service Coordination: Tracking callbacks, repair orders, maintenance activities and new installations across geographically distributed teams.
- Invoicing & Collections: Preventing missed or delayed invoicing and improving coordination across financial processes.
- Elevator Downtime: Improving service responsiveness and operational coordination to help keep elevators available for use.
Resolution
Tanaashi implemented ServNavXpert as a unified business automation platform connecting service operations, field teams and customers through integrated applications and workflows.
1. Web-Based Operations Management
A central back office for managing callbacks, procurement and operational activities, helping teams coordinate work across regions.
2. Mobile App for Technicians & Installers
Technicians and installers can access maintenance tasks and complete checklists online at the elevator, supporting consistent field execution and service documentation.
3. Customer App
A dedicated interface for building owners and customers, connecting them with the company’s service operations.
4. Live Dashboards & AI Agent Workflows
Live dashboards give management a consolidated view of business operations. AI agent workflows guide users through daily activities, helping standardise processes and simplify adoption across teams and countries.
Together, these capabilities help the after-sale’s service company connect maintenance, installations, callbacks and operational oversight within one platform.
Key Benefits
With ServNavXpert, the Schindler Authorised Distributor strengthened service coordination and operational visibility while maintaining control as its elevator portfolio expanded.
99%
CALLBACK RESPONSE WITHIN SLA
Callbacks were handled within the agreed service-level timelines at a reported rate of 99%.
17%
AVERAGE ELEVATOR UPTIME IMPROVEMENT
Average elevator uptime increased by 17%, supporting improved service availability.
Zero
INVOICING DELAYS OR MISSES
The reported outcome was zero delays or missed invoices.
On Track
OEM COMPLIANCE
Maintenance and compliance operations remained on track against OEM requirements.
Supporting Growth Through Connected Service Operations
For elevator service businesses, expansion brings more than additional installations. It increases the complexity of maintenance schedules, field service coordination, compliance records and customer expectations.
ServNavXpert helps bring these activities together through connected applications, live dashboards and guided workflows, enabling service teams and management to work from a more unified operational view.