KONE

KONE is a global leader in the elevator and escalator industry. Several major real estate developments in Singapore feature KONE solutions, including Marina Bay Sands, Circle Line and Reflections at Keppel Bay. Speedy response to maintenance requests from their customers is an important priority for KONE.

Eliminating Delays in Response

Previously, sending SMS from a single originating point to recipients in multiple countries often involved international SMS charges and roaming delays to the messages. Such delays in message delivery may lead to untimely communication with KONE remote field technicians, eventually causing unnecessary delays in providing quality maintenance services for their customers.

KONE call center operations necessitated a two-way SMS to receive on-site updates from their field technicians. Most global SMS vendors are only reselling outbound SMS routes with no capability to receive SMS. Local mobile operators often randomly block SMS vendors using overseas SMS routes.

Unique Yet Simple Solution

KONE explored various SMS options from global SMS vendors to hosting local mobile phones at their call center server located overseas. Working with local operators in multiple countries introduced additional complexity to the call center integration. KONE was looking for a simple solution that was viable in the long run on a regional scale.

To avoid costly SMS and prevent delays in communication, CommzGate implemented a unique remote connection solution, giving KONE the simplicity of connecting to a single SMS gateway system with 2-way API to send and receive SMS.

Use Local, Solve Global

Taking full advantage of cost-effective local SMS, CommzGate eliminated unnecessary roaming delays and ensured timely message delivery. In the process, KONE reduced overall SMS charges significantly.

By integrating their regional call center to Cloud SMS, KONE is assured of an enterprise-level SMS gateway with high-availability to match their 24/7 maintenance operations, enables KONE to improve their response time and monitor on-site support assignments to their field technicians via SMS.

CommzGate Cloud SMS currently supports KONE’s operations in various countries in the South-East Asia region, including Malaysia, Philippines and Singapore.