The FAIN Ascensores company provided Samsung Galaxy Note 4 smartphones to their over 400 technical employees to improve productivity and customer service. The smartphones allow technicians to access corporate applications and information securely while separating personal and work data. This mobility solution has led to improved maintenance management, faster response times to customers, and increased customer satisfaction. FAIN has seen improvements in operational efficiency and cost savings as a result.

1. The challenge
The mobility project for FAIN technicians
should provide them with a device and
applications that help them in their work,
The solution
The organization gave a Samsung Galaxy Note 4
smartphone to all its technical employees covering
both functions of working tool and personal
communication device.
The benefits
Improvements in productivity, customer service,
flexibility, access to applications and corporate
information and technical employees safisfaction.
The results
FAIN 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 details
Visit: 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.

2. The challenge
FAIN 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.

3. “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 solution
Why 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.

4. The result
Thanks 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
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