Bringing back to customer service


In 1861, Charles Otis handwrote the first elevator service contract, promising to personally look after the customer’s equipment. And he signed his name to it. 

But by 2016, Otis lost sight of that personal commitment. Competitors were catching up and customers were unsatisfied and unconvinced that Otis was better than any other provider. Finally, Otis invested in service transformation. And Iris stepped in to rewrite their service story.

It was the first big product launch since Otis’ global rebrand and an opportunity to bring their bold, audacious spirit to life through a real business initiative. So we did what no one else could. In an industry saturated with macro statistics and cold machinery, we brought real people and real stories to the forefront.

We positioned Signature Service as a celebration of their more than 33,000 service people, creating a moving manifesto film that featured mechanics across the globe. From the early mornings to the dark, cramped workspaces, we took people behind the scenes with the world’s most committed teams. To carry the campaign, we carved out a unique look and feel that fit within the brand but accentuated the grit and authenticity of these individuals. We used that to build out a suite of marketing assets and storytelling content to be used on social, trade shows and sales enablement.

The campaign raised the bar for fellow business units and product lines. It taught the organization how to infuse the brand into a specific offering and proved to them what we always knew was true: that in customer service, character counts. And personal stories are your best proof point.