McKinley Elevator Corporation, a provider of residential elevators and accessibility lift solutions serving California, Nevada, and Arizona, sought to differentiate itself in a highly competitive market where products can easily become commoditized. Although the company had built a strong reputation as a distributor and service provider, leadership recognized the need to create greater value beyond simply selling products. To address this challenge, McKinley focused on enhancing its service operations and customer experience, leveraging technology and process improvements to strengthen its competitive position. By modernizing its service capabilities and adopting a more proactive approach to customer support, the company improved operational efficiency, increased service value, and strengt

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