MP Ascensores improves fault reporting and digitises registered communications.
With more than 36 years of experience in intelligent mobility, MP Ascensores designs, manufactures and maintains lifts and escalators covering 100 countries, moving millions of people safely every day
As part of its digital transformation, the company sought to communicate with its customers more quickly, securely and transparently, while complying with new regulatory requirements and expanding the range of services it provides
To achieve this, MP Ascensores partnered with Lleida.net to introduce registered SMS and email communications across several key operational processes.
These solutions have helped the company enhance the management of maintenance notifications and formal correspondence, ensuring every message is reliable, traceable and legally valid
According to José Manuel Reja Gómez, Head of Digital Transformation Projects at MP Ascensores, Lleida.net’s technology “has transformed the way we work and the way we engage with our customers”.
1.100
1,100 outage communications per month in Romania only
2,5%
2.5% outage alerts via the new channel (Q1 post-launch)
100%
100% registered communications under the new elevator regulation
The challenge:
Maintaining direct, secure and legally valid communication
One of MP Ascensores’ main challenges was to ensure direct, secure and legally compliant communication with customers across all its markets.
The company needed a straightforward solution that could integrate easily with its existing management systems and be deployed in every country where it operates. It aimed to improve service quality by enabling customers to report incidents safely and receive real-time updates on their progress.
For communications requiring proof of delivery, MP Ascensores also needed a legally recognised mechanism that would reduce its dependence on paper and manual administrative work.
The solution
Registered SMS and Registered Email with rapid implementation
After reviewing several alternatives, MP Ascensores chose Lleida.net’s SMS and Registered email services, allowing the company to communicate automatically, securely and with full legal evidence.
Implementation was swift and seamless, and the system was fully operational within a few days.
Today, these services support several key processes:
- Fault alerts: Customers can report incidents by scanning a QR code, which generates an SMS containing a unique identifier sent to their phone, helping to eliminate false reports.
- Status updates: Customers receive an SMS with the latest information after every technical visit.
- Legal communication: The legal and operations teams use registered email to meet the formal requirements for trustworthy and legally valid communication.
The result
Greater customer satisfaction and fully digital, secure processes
The introduction of Lleida.net’s registered communication services has significantly improved how MP Ascensores manages customer communication. The results were immediate and measurable:
- Around 1,100 fault status messages are now sent each month in Romania
- In countries where the QR and SMS service has been introduced, 2.5 per cent of fault reports are now created digitally, replacing phone calls and showing steady growth.
- The system went live within days, with no technical issues or service interruptions.
- Internal workflows are faster and more efficient, reducing administrative time.
- Paper-based tasks have been eliminated from many formal communications.
- Customer satisfaction has risen noticeably thanks to timely and transparent updates.
MP Ascensores is currently expanding the rollout of its SMS solutions across all the markets where it operates, ensuring every branch benefits from faster, more reliable customer communications.