How Otis Elevator Co. creates personalized experiences with smart dispatching technology

Chris Bowler, Senior Director, Service Marketing and Strategy, Otis Elevator

Chris Bowler, Senior Director, Service Marketing and Strategy, Otis Elevator

With the trends of urbanization, mobility, and digitalization converging, building owners and facility managers are seeking new process efficiencies to improve the tenant experience. As part of that effort, some are opting to use smart elevator dispatching systems. 

These systems streamline the passenger experience by significantly reducing both wait and ride times and transforming how passengers interact with the elevator system. Such enhancements are key to addressing building operators’ priorities around improved traffic flow and occupant convenience.

Otis makes elevators smarter

At Otis, we’re dedicated to delivering on our customers’ needs and improving the passenger experience— and a core part of that is getting people to their destinations safely and on time. To that end, we’ve developed CompassPlus®, which is an advanced destination management system that makes moving people easy and efficient. 

Originally created as an advanced dispatch system, the main purpose of CompassPlus is to provide passengers with a faster means of getting to their floor. Our technology groups passengers and stops, which means that each car is assigned to passengers heading for the same or nearby floors. The result is a speedy, organized service that enables passengers to arrive at their floor faster with fewer stops. 

"As the trend toward connected systems for both existing and new properties continues, it’s certain that building occupants will come to expect more from the elevator experience"

Beyond smart dispatching, CompassPlus offers other benefits, including customizable screens and personalized operation. The system complements a wide array of facilities such as hotels, hospitals, offices, and residential buildings.

Integrated solutions increase efficiencies 

CompassPlus was designed with flexibility in mind. It uses advancements in network technology to mesh with existing building systems. The system can integrate with a building’s access control system to provide seamless entry for building tenants. It can be set up to link rider access credentials from the building so that they have a seamless journey to their usual floor. 

With five interface screens, 12 background options, and a unique library of icons, CompassPlusalso gives building owners the freedom to customize. Its touchscreen interface can be customized to include special messages for events, such as weddings or conferences.

Mobility keeps people moving 

Recognizing the ubiquity of mobile devices today, Otis is also investing in mobile technology to address the convenience and access needs of passengers. To this end, we’ve created the eCall®mobile app to provide passengers with a simple, clear elevator interface from a smartphone. The app connects with CompassPlus and enables a passenger’s phone to serve as their personal elevator button. It can also direct the passenger to a specific car that will be waiting when the passenger arrives. This feature is also available using an API to connect into a customer’s existing building app to simplify the passenger experience. 

Modernization demands smarter systems

As the trend toward connected systems for both existing and new properties continues, it’s certain that building occupants will come to expect more from the elevator experience. Simply put, our world and expectations are changing, and along with those changes, more and more people are looking for customized and personalized solutions — at Otis, we stand ready to help. We give people the freedom to connect and thrive in a taller, faster, smarter world.

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