Case Study: TK Elevator achieves a 97% issue closure rate with Benchmark Gensuite's Quality AI Advisor

TK Elevator Sees 97% Issue Closure Rate with Quality Management System AI Advisor

TK Elevator, a global leader in mobility solutions with more than 1,000 sales and service locations worldwide, was struggling to manage quality concerns across its teams. The company relied on manual processes that created errors, long cycle times, and delays in issue resolution, with problems often taking an average of 120 days to close and a closure rate below 50%.

TK Elevator partnered with Benchmark Gensuite to implement the Quality AI Advisor, which automated tagging and escalation, enabled mobile incident capture in real time, and gave managers better visibility into issues. With Benchmark Gensuite’s system in place, TK Elevator reached a 97% issue closure rate, reduced average resolution time to 20 days, cut $1.1 million in Cost of Poor Quality, and saved $20.2 million from an engineering design change identified early in the field.

TK Elevator

Michael Melnyk

Head of Quality for North America