Hyundai Elevator,,

By introducing IT functional improvement solutions to the installation headquarters' operating system in collaboration with Innobase, we maximized the efficiency of customer response, information delivery, and sharing, and laid the foundation for improved on-site management capabilities.

Company: Hyundai Elevator

  • Company type: mid-sized company, KOSPI listed
  • Industry: Elevator manufacturing
  • Products/Business: Manufacturing, sales, and maintenance of elevators, escalators, airports, process plants, clean rooms, hospital logistics systems, high-speed sorting systems, and parking facilities.

Established in 1984, Hyundai Elevator offers the fastest, most convenient, and safest transportation experience in the elevator industry, including elevators, escalators, and moving walkways. In keeping with evolving urban architecture trends, Hyundai Elevator has been providing the best mobility services in the elevator industry. In particular, with the establishment of "Vision 2030" in 2002, along with the vision slogan "Mobility To Possibility," the company declared its commitment to new possibilities. To achieve its goal of becoming a Global Top 5 company by 2030, Hyundai Elevator is pursuing "expansion" and "growth of global influence" to establish a foundation for sustainable growth. The Vision 2030 system chart embodies Hyundai Elevator's commitment to achieving this vision through three core values ​​and five strategic tasks, based on the core value of "Safety & Ethics." In the mid- to long-term, Hyundai Elevator is developing customer-friendly technologies that incorporate the Internet of Things (IoT) and big data, while also pursuing transformation into a true "vertical e-mobility" company based on a digital mindset across all areas.

Hyundai Elevator's Challenges

Since its establishment in 1984, Hyundai Elevator has been providing the best mobility services in the elevator, escalator, and moving walkway sectors, keeping pace with urban architectural trends. Beyond simply focusing on fast and convenient transportation, Hyundai Elevator is a global company that prioritizes personal safety across all business areas, including manufacturing, installation, and maintenance.
As of 2024, Hyundai Elevator ranked first in the domestic elevator sector, boasting a 37.4% domestic market share (based on installation completion inspections) and maintaining 201,365 elevators. This represents a significant and complex task, encompassing numerous customers and numerous site visits, even within Korea alone. However, PMs typically interacted with customers through fragmented visits to sites and handing out paper business cards. Furthermore, site visit minutes were not standardized or shared in a timely manner, hindering consistent customer service and smooth operation. This lack of standardization and sharing of on-site process-related information hindered information collection. Consequently, individual PMs managed their schedules in their own unique ways, leading to discrepancies in on-site management. Inefficiencies were also revealed on-site. The industrial complex's inspection progress and results were manually transmitted via text message. Furthermore, the inconvenient suggestion feature for improvement hindered accessibility, hindering further functional improvements.
Hyundai Elevator addressed these challenges by implementing Innobase's IT functional improvement solution within its installation headquarters, driving operational efficiency. This maximized the efficiency of customer service and information delivery, laying the foundation for improved on-site management capabilities.

How Innobase Supports Hyundai Elevator

Hyundai Elevator's Installation Division is responsible for the installation, maintenance, and safety inspection of elevators, escalators, and other equipment. This vital division, which oversees elevator installation on-site, manages projects, and conducts safety training, plays a crucial role in close contact with the field. The Division has enhanced operational efficiency through Innobase and its existing operations.


Improve operational efficiency

Hyundai Elevator has improved operational efficiency through improvements to Innobase's IT capabilities. Users can now register and manage business cards for PMs, workshop managers, and other users via mobile. By setting rules like the receipt date plus seven days, mobile business cards can be automatically sent, enabling efficient and systematic management of customer service. Of course, manual sending by function is also possible, allowing for appropriate customer response even in exceptional and unexpected situations.

Management by department and PM, management of business card images by PM


Advanced proposals for improvement of installation sites

We also improved the functionality of the improvement suggestion feature. The existing on-site bulletin board for improvement suggestions was not very accessible, leading to limited user engagement and inconvenience in sharing feedback. To address this, Innobase first restructured the bulletin board to a standard, familiar structure, and then added file download features, including comments and videos. This familiar structure improved user accessibility, while the comment feature, which allows for file uploads and downloads, facilitates easy sharing of appropriate feedback and improvement suggestions.

Accepting suggestions for improvement on the spot: Identifying quality suggestions through likes and views, intuitive communication through photos and videos, and free communication through comments and replies.


Customer convenience services

We've also launched a new convenient service for our customers. After registering information for 25 Hyundai Elevator branches, we've created a feature that allows customers to automatically or manually send the information via SMS or KakaoTalk. This allows customers to easily find information about nearby branches, improving accessibility. Furthermore, we've implemented a KakaoTalk chatbot from Hyundai Elevator's Installation Center to provide convenient access to on-site information and maintenance services.

Providing customers with information on 25 branches, customized services, and improved accessibility and convenience through manual and automatic transmission via SMS and KakaoTalk.


Enhanced on-site management inspection screen

Until now, the on-site inspection meeting minutes of Hyundai Elevator's installation headquarters were not standardized and were not shared in a timely manner, making it difficult to provide consistent customer service. To improve this situation, Innobase has provided on-site inspection meeting minutes that can be signed by three parties—installation, sales, and customer—and provide a unified checklist. These completed and signed meeting minutes can be shared via SMS or email, or downloaded or printed as a PDF. By standardizing the meeting minutes format and enabling sharing through various methods, not only PMs but also anyone on-site can easily understand the on-site situation, reducing work inefficiencies. In addition, the mobile version's UI has been optimized to be identical to that of FCM, making it easier to create meeting minutes.

STO Sales Accompanying: 3-party sign-off function for installation, sales, and customer; site visit management through a unified checklist; downloadable PDF file of site visit consultation records; PDF file download via text message; enhanced customer response.


Advancement of the installation headquarters information operation system

The Hyundai Elevator Installation Center's operational system has been comprehensively upgraded. Specifically, the FCM e4u bulletin board has been developed as a mobile-friendly MFCM version, enabling easy access anytime, anywhere via mobile devices. Furthermore, a push notification feature has been developed to share critical installation site and safety information on FCM e4u, and a push alarm feature has been added to encourage user access to this notification and overall e4u.

Mobile UI optimization based on the same standards as FCM, field trip management through a unified checklist, PDF file download and text message transmission functions, and enhanced customer response.

FCM and MFCM calendars and chatbots

Key event calendars and chatbots in CM and MFCM

FCM and MFCM e4u

Sharing important information about installation sites and safety, and encouraging user access through push notifications.


Hyundai Elevator and Innobase,

Hyundai Elevator is officially recognized as the undisputed leader in the domestic elevator industry, with the number of elevators it manages exceeding the total number of elevators installed in all of Seoul. The sheer size and complexity of the sites and projects it manages posed significant challenges, necessitating a significant increase in operational efficiency within the installation headquarters system. Simultaneously, the speed of implementation of improvements was a critical factor. Leveraging its extensive project management experience, Innobase efficiently managed resources to achieve deadlines, budgets, and quality goals. We sequentially analyzed data and AS-IS for each task, defined the TO-BE (To Be) plan, and then developed screens and specifications. Throughout the implementation process, we shared and reported progress by unit and reviewed the system's direction. This resulted in the project being completed in approximately six months.