The challenge
Before Smartflow, technicians faced fragmented data and administrative delays. Static Excel sheets and Google Forms lacked the intelligence needed for complex machinery.
- The "data gap": Static forms couldn't handle "If This Then That" scenarios. If a technician identified a specific brake issue, the form didn't know to ask for the software version, leading to incomplete data, incorrect sales tenders, and delays.
- Hidden costs: Without a Lean focus on the process, technicians wasted billable hours waiting for back-office approvals for simple tasks like material orders.
- Rework: Because forms allowed incomplete submissions, inspectors often had to return to the site, driving up costs that hurt the business case for profitability.
The solution
KONE implemented a Smartflow ecosystem built entirely on "If This Then That" (IFTTT) logic. They categorized field tasks into three logic-driven modules: Aanvragen (Requests), Keuringen (Inspections), and Opnames (Intakes).
- Lean business cases: Every app was built to solve a quantified waste. The Urgent Pick-up Orders app (Spoed afhaalorders) was developed specifically because the business case was clear: technicians were losing time waiting for purchase orders. By automating this, the ROI was immediate.
- Conditional logic (The IFTTT Approach): Surveys like Pakketten remoplossingen (Brake Solution Packages) use dynamic logic to determine the exact repair kit needed. This ensures 100% of the required data is captured upfront, eliminating human error.
- Scalable workflows: This Lean approach proved so effective that the "Urgent Order" module was identified as a best practice and rolled out to KONE Ireland and Northern Ireland.
The results
By combining Lean thinking with smart, conditional workflows, KONE achieved massive operational gains, now processing approximately 30,000 forms per year.
- Validated financial impact: By adhering to strict business cases, KONE saves 7,500 hours per year , translating to €525,000 in annual cost savings.
- Sales impact: Because the "Opnames" (Surveys) now force the collection of correct technical details, the sales team receives accurate input for tenders, significantly improving the hit rate for repair jobs.
- Elevated satisfaction: The user-friendly tools have removed administrative frustration, leading to measurably elevated work satisfaction among field engineers.
The future
With the "If This Then That" structure now standardized across multiple regions, KONE is ensuring that the data entering their systems is clean and structured. This high-quality data is the necessary foundation for future predictive maintenance models.
