電梯廠商顧客服務之數位轉型研究—以M公司為例

Abstract

隨著數位科技和雲端平台技術快速發展，電梯製造商的維保事業也必須藉由數位轉型採取新的服務策略。本研究以M公司電梯顧客服務數位轉型為例，透過商業模式與SWOT分析工具，探討其導入數位化與人工智慧技術，建構電梯維修保養之服務平台所採取的執行策略，並歸納分析其關鍵成功因素與應用發展方向，為電梯維保廠商顧客服務數位轉型提供策略性的建議。

With the advancement of digital and cloud technology, it is imperative for elevator manufacturers to adopt digital transformation strategies and enhance their maintenance services. To examine how an elevator manufacturer can achieve successful digital transformation, this study attempts to investigate the case of company M, exploring how it integrates digital and artificial intelligence systems to establish a cloud-based elevator maintenance platform. Applying the SWOT and business model analyses, this research identifies key success factors of digital transformation and provides important application avenues as well as strategic suggestions for elevator service providers. Results, implications, and future research directions are then discussed.