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News Article

UTC continues its digital transformation with Microsoft

UTC will adopt two cloud platforms to improve its customer service and evolve how the company works.

Otis service

Innovation is a key to who United Technologies is. Whether it’s our state-of-the-art innovation hub, our tradition of developing game-changing products, or our new digital accelerator in Brooklyn, discovering powerful and innovative ideas is key to our collective mission.

We also understand that the most productive innovations stem from working together in collaboration with others. That’s why we’ve selected Microsoft to serve as a cloud partner.

The implications this relationship has for our business are profound and far reaching. Using real-time data from Microsoft’s cloud, our employees will be able to predict and more effectively address the needs of our customers across the globe.

“Collaborating with Microsoft, and leveraging its intelligent cloud, we are changing how we define the customer experience,” Vince Campisi, chief digital officer and CIO at UTC, said. “Through digital transformation, we are raising the bar on our capabilities to predict, prevent and respond to our customers’ needs.”

We also believe that our digital transformation is not an end unto itself, but rather a means to taking our business to the next level and delivering on our mission. This cloud technology will do exactly that: improve how our employees work, streamline processes within the company and ultimately provide better service to our customers.

“The service technology we’re developing challenges the industry status-quo,” said Tony Black, president, Otis Service. “It’s about combining the vast service expertise of our teams with digital innovation to address a potential maintenance issue before it becomes one. It’s about a shared knowledge of equipment health so that our teams arrive on a job site with the tools and information they need, and our customers are informed and have peace of mind every step of the way.” 

Otis will use Dynamics 365 CRM to empower service technicians and sales teams with real-time equipment data to enable predictive maintenance and dynamic field dispatching, Pratt & Whitney, UTC Aerospace Systems and UTC Climate, Controls & Security will use Azure to streamline scheduling and inventory, while driving predictive maintenance capabilities.

“United Technologies is a global leader in the aerospace and building industries and has a deep commitment to innovation,” said Judson Althoff, executive vice president, Worldwide Commercial Business, Microsoft. “The combination of UTC’s customer service expertise together with Microsoft’s intelligent cloud will provide a digital business model for UTC businesses across multiple industries.”

Ultimately, UTC’s relationship with Microsoft’s cloud service will have an outsize impact on the company’s business. Not only does UTC expect significant productivity boosts, but it will be able to use predictive analytics to carry out its customer service proactively and with greater accuracy.