How TK Elevator is turning Fragmented Data into Digital & Data-Driven Service Operations

Harnessing a decade of data capture to enhance customer service and improve operational efficiency. TKE had amassed a deep but fragmented data lake previously impossible to comprehensively analyze. The Azure Databricks Intelligence Platform enabled consolidation of the data, and by using Medallion architecture concept and Unity Catalog, TKE was able to create a trusted data foundation that connects management reporting with operational execution in the field.

 A key element of this transformation has been TKE’s Digital Operations Centers, which help turn insights from IoT data and service operations into actionable guidance for service technicians. This enables better operational decisions, supports technicians in their daily work, and helps create more value for customers by reducing callbacks, increasing equipment uptime and improving service quality.

The next step was extending this foundation to unstructured data such as contracts and service logs. By applying LLMs, TKE can extract relevant data and insights from documents and combine them with operational performance data. Intelligent agents now support service and portfolio decisions with human-in-the-loop validation.

In this session, CDO Matthias Gohl and Christian Jung, Head of Global Digital, Data & AI Foundation, show how standardized KPIs, AI-ready data products, Digital Operations Centers, and Databricks Genie help improve productivity, decision consistency, and global steering across the enterprise. The result: Reduced callbacks of elevators, a better experience for service technicians, and ultimately better outcomes for customers.