From Reactive to Proactive: Building a Comprehensive Service Ecosystem

How Amaris Consulting supports KONE in integrating digital technology into its business model

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Our client

KONE is a global leader in the elevator and escalator industry. It is dedicated to improving urban mobility by providing superior transportation experiences that guarantee safe, convenient, and reliable journeys for all. KONE builds and services elevators, escalators, and automatic doors, and provides maintenance and modernization solutions for the life cycle of buildings. It has more than 60,000 people and is present in more than 60 countries.


Three years ago, KONE, with its traditional factory-style operations, lacked digitalization expertise. This became problematic because customers in today’s world expect more than just the elevator itself. Customers now count on digital services, such as real-time repair alerts and the ability to digitally track device performance.  

KONE needed to adapt and integrate digital technology into its business model to meet evolving customer expectations. Neglecting to do so could result in it missing out on potential customers who place a high value on digitalization when making purchasing decisions.

The project

KONE, at first, launched an incident management project for L2 Operations support and hired Amaris Consulting to handle production-related incidents. In the next years, KONE sought to provide a more comprehensive range of services. It aimed to broaden its capabilities beyond resolving tickets and issues and to further enhance its client services.

Amaris Consulting consequently supported KONE in putting additional services in place, such as pipeline management, database creation, and cloud infrastructure implementation. By offering a more comprehensive suite of services, KONE is better able to keep up with the industry’s evolving demands and stay competitive.

Client benefits

The digital solutions that Amaris Consulting delivered to KONE profoundly impacted its business operations. By automating certain tasks and streamlining processes, Amaris’ solutions have resulted in significant workload reduction, which has allowed KONE to focus more on its core activities and other priorities while still meeting its clients’ evolving needs.

The increased efficiency provided by KONE’s digitalization not only enabled its people to more easily meet deadlines but also allowed it to focus on expanding its business and pursuing new opportunities, ultimately providing it with a competitive edge in the market.

Our client can now respond more effectively to its customers’ demands, which has resulted in an enhanced reputation and improved customer satisfaction. By leveraging the power of digital technology, Amaris Consulting was able to help it achieve new goals and position itself for continued success in the future.

Client testimony

“It’s such a pleasure to have Amaris Consulting’s support in helping us achieve our targets and goals. Their team-oriented mindset and actions, coupled with continuous follow-up and feedback, have given us immense satisfaction in our collaborations.”

Hongseng TANG, DevOps Manager – KONE

At Amaris Consulting, we care about finding and delivering the right solutions for our clients and we always strive for excellence. Learn more about our IS & Digital solutions here.