Amit Gossain, Managing Director of KONE Elevator - India & South Asia, was in Kathmandu recently to commemorate KONE's 25 years of presence in Nepal. Tamish Giri from New Business Age caught up with Gossain to know about KONE's journey in Nepal and the company’s future plans. Excerpts:

What potential do you see in the Nepali market for KONE Elevators? 

Nepal is a promising market. What stands out most about Nepal is the positivity among the people here. They are laid-back yet enthusiastic about doing good business, and they exhibit ethical behaviour and a generally pleasant demeanour. From this perspective, I believe the market's potential is limitless. As the economy continues to improve, the market will inevitably thrive, as is the case with any market. The positivity of the people here is truly one of its greatest assets.

I believe that Nepal holds immense potential. KONE has been operating in Nepal for over 25 years. Many prominent properties, including the Hyatt, feature KONE elevators. The first elevator that we installed 25 years ago is still in operation, with hundreds more across Nepal running successfully. The potential for growth is substantial. Moving forward, we must continue innovating to align with advancements in building technology and ensure peace of mind for our customers. A standout feature of our elevators is their exceptionally low failure rate, which enhances safety - a point of pride for us.

Are there any specific partnerships or collaborations that you are looking to establish in Nepal? 

We have a strong partnership with Morang Auto Works (MAW). We chose MAW, and they chose KONE because we are a global leader in elevator manufacturing. Also, we hold a leadership position in India as the largest elevator manufacturer.

Our partnership with MAW is robust, with MAW deeply engaged in the sales and installation of our elevators. We have established a dedicated service team to ensure our customers receive world-class service. We take great pride in partnering with a top-tier distributor like MAW. This partnership is instrumental in expanding the market in Nepal and prioritising customer satisfaction.

Our strategy is straightforward and comprehensive. We provide a full range of elevators and escalators, catering from smaller residential lifts to those for tall buildings. Our goal is to encompass the entire spectrum of elevator and escalator solutions across all market segments in Nepal. Crucially, our focus remains on customer-centricity, ensuring that our customers are delighted and content with both our products and services.

How is KONE leveraging technology and innovation to enhance its product offerings?

We operate a sizable technology centre in Chennai with approximately 1,300 employees, and another 250 in Pune. These centres are hubs of innovation for us. KONE has been consistently recognised by Forbes as one of the world's top 100 most innovative companies for eight consecutive years. Innovation is at the core of our culture. For instance, we were pioneers in gearless and machine room-less technology. These innovations have since become industry standards.

We have launched 24/7 connected IoT services as part of our commitment to innovation. Innovation is a key focus with each new product development. We pioneered the world's first digitally connected elevator. This underscores our digital-first strategy. Ongoing innovation is pivotal for us as we actively seek customer feedback to enhance our technology by integrating advanced AI and IoT capabilities.

Our goal is to encompass the entire spectrum of elevator and escalator solutions across all market segments in Nepal.

Can you tell us about the range of products and services KONE plans to offer in Nepal? 

We already provide a comprehensive array of solutions. Our offerings include a complete range of residential elevators, from low-rise to high-rise buildings. Additionally, we offer a diverse selection of commercial building elevators tailored for hotels and various infrastructure projects. For instance, we supply elevators and escalators for airports, stations and even bus terminals, aligning with the expanding and improving economy. Our extensive range ensures we meet the diverse needs of our clientele.

KONE products are customised to meet the unique requirements of the Nepali market, as well as the broader South Asian region encompassing India, Nepal, Bangladesh and Sri Lanka. We solicit feedback from our customers regarding escalators and elevators, particularly in terms of aesthetics such as colour schemes. Based on this input, we consistently make adjustments to align with their preferences and enhance customer satisfaction.

How does KONE ensure a high-quality customer experience in markets like Nepal?

Building a strong brand image hinges on delivering exceptional service, timely installations and reliable performance. Our commitment to punctuality and service excellence is paramount, ensuring customer satisfaction and peace of mind. Safety is a cornerstone of our reputation at KONE which is underpinned by our 24/7 connected services. With one of the world's lowest failure rates for elevators, we offer customers unmatched reliability, instilling confidence in their choice of our brand.

Are there any unique opportunities in Nepal that KONE aims to capitalise on?

Every opportunity in Nepal is distinctive due to the continuous construction of new buildings and the ongoing need to modernise existing elevators. Some buildings lack elevators altogether which necessitates the construction of new shafts. This diversity makes Nepal an ideal environment for our services. We specialise in elevator modernisation, installation of new elevators and constructing shafts in existing buildings to facilitate elevator installation. Our goal is to offer a comprehensive solution to meet the diverse needs of all our customers in Nepal.

What challenges do you see in the Nepali market and how do you intend to address them?

Challenges are inherent in business operations. Our primary challenge lies in consistently surpassing customer expectations which evolve continuously. As we strive for excellence, customer expectations naturally rise which presents us with an ongoing challenge to meet and exceed these standards. Safety is paramount and ensuring absolute peace of mind for our customers is critical. We maintain all systems to operate flawlessly, and should any issue arise, we are committed to prompt resolution. This dedication underscores our ongoing commitment to customer satisfaction and operational excellence.