The challengeThe mobility project for FAIN technicians should provide them with a device and applications that help them in their work,

The solutionThe organization gave a Samsung Galaxy Note 4 smartphone to all its technical employees covering both functions of working tool and personal

communication device.

The benefitsImprovements in productivity, customer service, flexibility, access to applications and corporate information and technical employees safisfaction.

The resultsFAIN has improved customer service and safisfaction and has obtained improvements in the operational efficiency of maintenance task with the subsequent cost savings.

Contact:Company: FAIN ASCENSORES, S.A.

Country: Spain

Industry: Services

Founded: 1972

Number of employees: 550 in Spain

Web address: www.fainascensores.com

Contact detailsVisit: www.samsung.com/es

Tel: +34 (91) 714 36 00

Address: Samsung Electronics Iberia SAU.

Parque Empresarial Omega

Avda. Barajas, 32

28108 Alcobendas, Madrid

Samsung FAIN Case study

providing agile and detailed information to the company and promoting connectivity and communication of all workers at FAIN ASCENSORES.

The challengeFAIN Ascensores is a company with a long

family tradition whose principal business is the

maintenance of lifting equipment. It has offices

in over 20 Spanish cities and since 2013 has

presence in France.

FAIN Ascensores has a maintenance portfolio

of about 40,000 elevators of residential

communities, but also maintains some

emblematic facilities such as Reina Sofia

Museum in Madrid, Metro Sur subway station,

Hospital La Fe at Valencia (the largest hospital

in Europe), Torres Fira in Barcelona and the

airports of Malaga and Valencia.

The keys to success of FAIN ASCENSORES

are the excellence in their service, their

initiative and customer responsiveness,

continuous improvement and adaptation

and customization of the equipment to the

“The technical force mobility project is closely linked to the business strategy of FAIN. Samsung has given us the most suitable devices to make it possible.”

Gema Mediavilla, Marketing Director of FAIN

customer’s needs. All under a maintenance

multi-brand quality and service level. There are

three strategic objectives at FAIN ASCENSORES:

• 1: be the best company to be working on.

Recognized by their own employees

• 2: be the best service company in Spain

and

• 3: have a profitable growth

In recent years FAIN ASCENSORES has

experienced a tremendous growth in the

maintenance business area, ceasing to be a

company related to the construction to become

a services company. One of the challenges

is to reach a portfolio of 50,000 elevators in

maintenance in Spain. Meeting this challenge

means to retain existing customers, attracting

new customers who value the quality of service

offered, increasing the number of elevator

installations in venues without lift, installation

of elevators in new buildings and also by the

purchase of other companies.

“Our goals are ambitious and this forced us to

analyze with what technological infrastructure

we wanted to carry out our plans. We had to

think differently to defy a crisis situation like the

one that occurred in 2008. The stagnation of

the construction industry affected our activity,

but we have managed to transform the business

investing in technology and innovation related to

the improving of the brand image” explains Gema

Cesteros Mediavilla, Marketing Director of FAIN.

The professional staff of technicians and

specialists of FAIN (550 in Spain and 140 in

France) is vital to maintain the culture of service

excellence that the company has as main value.

Technicians are the image of the company

for the customer, and FAIN decided to bet for

the mobility to optimize the management of

incidents and improve the organization of the

technical team, improving their image focused

on clients.

“The mobility management project should

help technicians in their workplace, which is the

home of our customer, professionalizing the

service even more, and in parallel, giving to the

company a social profile that would link and keep

connected to its workforce,” says Mediavilla.

“Knox operates on the Vodafone Secure Device Manager

(VSDM), a global platform and integrated of all mobile device

management “from the cloud “. KNOX and VSDM, offers to FAIN

greater security of access to the corporate network.

“Finally, there is an application that connects the Samsung

Galaxy Note 4 devices with SAP, FAIN´s corporate management

system” explains José Antonio Sánchez Martin, Director of

Systems of the organization. “So, mobility is fully integrated into

the management model of the company and is aligned with the

defined processes and management indicators.”

The solutionWhy Samsung?To FAIN, the technical force mobility project is

strongly linked to the business strategy. Through

Vodafone, FAIN’s reference phone operator, the

organization gave to all its technical employees (more

than 400) a Samsung Galaxy Note 4 smartphone

that works as a working tool and as a personal

communication device at the same time.

“It’s a very effective way to translate to our technical

force the model of social enterprise to which we

aspire” explains Gema Mediavilla. “The employee

makes the phone his and that means that he is going

to take more care of it but the difference between

professional and personal parts of the device had to

be thoroughly defined.”

The chosen device must meet certain requirements

of autonomy, resistance, power, interactivity,

interface, etc. and, besides, allowing that working

tool to be a personal device. Isolating the two spaces

-professional and personal- was possible with the

Samsung KNOX platform that provides maximum

security and easy and flexible management to deploy

and manage devices that perform both functions.

The Samsung KNOX container creates a secure

area to store corporate data and applications on

the employees smartphones. Personal data and

applications are outside the container, so that user

privacy is maintained by releasing the personal data

from the professional data of FAIN while maintains the

control of corporate information.

KNOX was decisive to get the Samsung Note 4 devices

for FAIN, but the choice was reinforced by the fact of

the Spen incorporation, which facilitates the use of

mobile applications by technical, and working with

protective gloves. Nowadays, FAIN is incorporating

applications of handwriting recognition and

certification firm to the phones.

The resultThanks to the project of technical mobility strength

developed with Samsung and Vodafone, FAIN

has improved the effectiveness and operational

efficiency, optimizing maintenance management. “All

this has resulted in improved customer service and

satisfaction,” says Gema Mediavilla. “Technology and

innovation associated with business transformation

and improving the brand image is fulfilling their role.”

For now, each message received is recorded in

the SAP platform and is sent to the appropriate

technician automatically and according to the

defined shifts. The maintenance of the equipment

and the technicians are pinpointed at all time, for

they to calibrate workload, allowing provide a more

personalized and faster response.

FAIN arises to improve customer care trying to

discriminate on the type of emergency, technical

proximity, or for the phone call of a customer with

special importance in order to customize the

treatment.

“For FAIN, the concept of mobility is an attitude.

If we improve communications and endow the

latest generation of devices and connectivity to our

employees, the concept eventually will be accepted and

we will be a company that applies the mobility as a basis

for our transformation. ”

Gema Mediavilla, Marketing Director of FAIN

Samsung Electronics Co., Ltd. is a global leader in technology that works to open new possi-bilities for people around the world. Through innovation and continuous research, we are trans-forming the world of televisions, smartphones, tablets, PCs, cameras, appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. We employ 286.000people in 80 countries with annual sales of 216.7 billion of dolars. To find out more, visit www.samsung.com