In the elevator industry, the modernization process can be full of possible setbacks. That’s why companies need a vendor they can trust for reliable, responsive service and products. After having trouble with other cab modernization projects in the past, Otis Elevator Co. found their vendor solution with FabACab. It’s a partnership that puts customer service first.
About Otis Elevator Co.
For over 160 years, the Otis Elevator Co. has been reinventing the way people move through the urban world. Whether it’s with elevators, escalators, or moving walkways, they work with clients to develop solutions that meet the demands of busy spaces in style. They maintain about 2.3 million customer units worldwide with elevator manufacturing, installation, and service, so they have plenty of experience working with different vendors in the industry.
Drew Allen is a Senior Manager and Modernization Specialist at Otis Elevator Co. He’s been with the company since 2019 and serves the entire state of Arkansas and part of Louisiana. Shortly before he stepped into his role as an Elevator Modernization Specialist, the company decided to make the switch to FabACab. Other vendors they were using before were just letting them down. They weren’t getting material on time, and when they did receive it, it ended up being wrong. Fortunately, since choosing FabACab, their modernization process has been consistently smooth and simple!
A New Partnership for Modernization
Drew remembers that when he started out in his new position, the other company Otis was using still had some projects in the works. But things weren’t going well.
“There was some cladding that they didn’t do correctly—or it didn’t show up,” he said.
They decided to transition to FabACab in early 2022, and the difference in service was clear right away. They realized that with FabACab, any issues that popped up would be addressed right away. The one setback Drew can recall showed him that they would be in good hands.
“There was a ceiling where something was ordered and a little off. It was a little mistake, and FabACab said, ‘Let’s make this right.’ They got a ceiling to us ASAP so we could put it into production,” Drew said. “I showed up at 7:30 in the morning and there was a van sitting in the back. The guy literally drove it to us. That spoke a lot.”
The fact that the FabACab team was willing to take care of their customers with that type of prompt service helped set the right tone for a great partnership going forward. With their previous vendor, Otis Elevator Co. had issues with both service and quality. There were times when the cab laminate panels and the laminate itself ended up coming off. They couldn’t keep dealing with poor response time and broken clips. Now, those problems are a thing of the past.
“As far as modernization goes, we use FabACab for almost every project,” Drew explained. “The price is good, and they put out a good product. Everyone’s been happy with the cabs, and the installs go great. I really haven’t had anything to complain about.”
How FabACab Elevates Customer Service
Drew has worked with two different FabACab agents over the years, and with each one he was able to touch base and talk with them every week. He’s grateful that they know how to stay on top of projects.
“FabACab knows how busy we are,” he said. “So they call to say, ‘Hey, let’s follow up on these jobs.’ I don’t have other vendors doing that.”
With other companies, he might send something and think it’s going into production. Then when he ends up following up himself weeks later, the vendor will suddenly say that they need a signature. The lack of communication is frustrating.
“They don’t relay that they’re missing something unless you hound them,” he explained.
No matter the size of the project, Drew continues to be impressed with FabACab’s high level of customer service and ability to guide the modernization process. He reflected on a particularly large job with about a dozen elevators. He was talking about FabACab, and saying that the equipment is simple to install and that the team is responsive. The consultant said he’d heard of FabACab too. They were eager to move forward, and Drew’s FabACab agent, Chris Lambert, was able to step in right away.
“Chris flew in here within two days to do the design session with the customer,” said Drew. “Obviously it was a big project and worth it. But that he was willing to come in that quickly to put on the finishing touches was really helpful.”
Even projects with single elevators can have full design sessions. It all depends on what the client needs. Drew recalled a time when his previous agent came to do an on-site design session for one custom cab that turned out particularly well.
“I always feel that if I need FabACab, I can get a local rep to help,” he said. “That’s been nice.”
Streamlined Cab Designs and Installations
In general, Drew works to understand what his customers want in their modernization on the front end. He learns early on whether they want a custom cut cab or something basic. Then he can put a budget number in his proposal to get started.
“The differentiator is less about panels and more about FabACab’s customer service and being easier to install,” he said.
In his region, Drew finds that the majority of his clients will stick with picking one of the five most popular FabACab colors and one of the three designs that go along with those color schemes. These design packages help streamline the decision making process.
“About 95 percent of people are completely content with those designs,” Drew explained. “But there are times when I can tell they want something really custom.”
For those instances, FabACab is still his go-to vendor. The in-house design team gives clients access to customized options. Plus, no matter the final design, they always get the same easy installation process.
Drew says that the mechanics tell them that they like FabACab, and that whenever they hear that the cabs are coming from FabACab it’s always welcome news. So from start to finish, everyone who comes in contact with a FabACab agent or FabACab products has been getting a great experience. For Otis Elevator Co., that means everything.
“If there was a need to make a change we would already have done it,” said Drew. “Trust me—we have cab vendors coming by here every month.”
The company doesn’t hesitate to change vendors because of poor service. But that hasn’t been the case with FabACab. The solid product quality and having plenty of design options makes it easy to recommend FabACab on projects. Then the responsive customer service to land the projects—followed by the efficient installations—only makes things even better.
Ready for Your Own FabACab Agent?
Drew has a partnership with his FabACab agent Chris that helps keep his projects on track. But he also appreciates that Chris knows how to handle business appropriately for the region. Working in the south means that their conversations don’t always have to be limited to business matters.
“As far as Chris goes, he’s a super nice guy and doesn’t just call about needing info,” Drew explained. “He’ll talk more on a personal level about his family and your family, which I like. I can’t think of another vendor who does that—not one.”
FabACab serves clients across the country, and for Drew, it’s nice to have someone who understands his work ethic and handles business in a similar way. That’s part of why FabACab agents are dedicated to specific regions. Clients receive better service when their partners are truly invested in the area and how the people there operate.
If you’re looking to improve your modernization process like the team at Otis Elevator Co., then FabACab has an agent for you too! Please send us a message to let us know what you need. We’d be happy to connect you with someone who can help!
