In the latest issue of SCN magazine, we bring together insights from key industry partners who play pivotal roles within the shopping centre industry. Through an engaging Q&A, we delve into their strategies, challenges and innovations, offering a behind-the-scenes look at how they are navigating the complexities of this dynamic sector. Here we feature Christine Lam, Head of National Key Accounts KONE Australia & New Zealand.

Can you tell us about KONE and the role it plays within the shopping centre industry?

KONE is a global leader in the escalator and elevator industry. We install, service and modernise the lifts, escalators and autowalks/travelators in some of the largest shopping centres, ensuring a safe, reliable and seamless passenger journey.

What is your current role and main responsibilities?

As Head of National Key Accounts, our team is responsible for cultivating and maintaining strategic partnerships, which encompasses identifying and pursuing growth opportunities, managing the complete customer lifecycle, and expanding the lifts, escalators and autowalks/travelators in our service portfolio – this includes new construction sales, modernisation projects and providing smart building solutions with KONE services.

How do you manage the customer lifecycle? Can you give an example?

Looking at lifecycle management of client assets has been an interesting journey for facility operations. Multiple facets such as age, run-life expectancy and obsolescence of subcomponents factor into the lifespan of existing assets.

Westfield Eastgardens opened in 1987 and was redeveloped in 2002. KONE is delighted to provide six new autowalks before Christmas this year with smart operational modes and inverters to optimise the energy consumption under different load conditions. Additionally, LED lighting in these autowalks is up to 80% more efficient than fluorescent lighting and lasts up to 10 times longer.

What innovative technologies or solutions are you leveraging to enhance the shopping experience?

I love how KONE embraces innovation in our products, processes and people.

KONE 24/7 Connected Services and KONE DX (Digital Experience) Class Elevators provide digital and sustainable solutions to improve people flow within complex urban environments. KONE solutions enable elevators and escalators more reliability and safety in operations.

KONE DX Class Elevators add value with smart building solutions, enabling KONE Application Programming Interface (API) with a digital platform for services such as remote elevator calls, service robots, equipment status and service information to optimise facility operations.

A smart elevator experience makes a building a more attractive prospect for tenants and visitors alike. Future-proofing your building with market-leading elevator technology enhanced with built-in connectivity is crucial.

Sustainability and productivity are at the heart of many business operations. Reducing the carbon footprint in all our ways of working is crucial. Productivity can improve by using innovation and technology to make work more efficient.

KONE 24/7 Connected Services for lifts provides predictive maintenance for service operations and optimal maintenance scheduling for facility managers. We are able to anticipate potential malfunctions before they occur, allowing for pre-emptive maintenance scheduling to prevent unplanned disruptions.

KONE 24/7 Connected Services helps the escalators and elevators operate smoothly and efficiently, reducing downtime and extending equipment lifespan.

How are sustainability and environmental considerations impacting your business?

We provide solutions and services that help our customers achieve their eco-efficiency goals during every phase of a building lifecycle – from design and construction to maintenance and modernisation.

We support sustainable and green building through our energy-efficient and innovative offering, healthy, functional, and sustainable materials, as well as transparent documentation about our products’ environmental impacts. We help our customers meet various green building requirements with the KONE DX Class elevator range. Additionally, with KONE People Flow Planning and Consulting we support creating future-proof, adaptable buildings that last for future generations.

• • • The best A-class energy efficiency: 23 elevator models offer A-class ISO 25745 highest energy efficiency rating, while eight escalators and autowalks come with the best A+++ classification.
    • Up to 70% energy savings: By modernising an elevator, energy savings of up to 70% can be achieved. Our modernisation solutions range from retrofitting LED lights to a new elevator with energy-regeneration technology.
    • Up to 90% more energy efficient: Our current machine-room-less volume elevator, KONE MonoSpace® 500, is up to 90% more energy efficient than our elevators from the 1990s

  In your opinion, what are the key challenges facing the shopping centre industry today?

  • • Logistics can be a key challenge as every shopping centre has a unique approach in how to pull out the existing equipment and mobilise new equipment in an existing structure.
    • Digitalisation is a current trend and one that will continue in the years ahead.
    • A client’s ability to interpret and use data to make smarter decisions for future planning of assets is vital.

  How do foster good relationships with shopping centre landlords?

  Open communication is paramount to developing asset management strategies. Digitalisaton of equipment can help provide a level of foresight in a piece of equipment’s run-life expectancy.

  Who’s someone who inspires you and why?

  Moshe Safdie is my inspiration. He’s an architect and urban planner and wrote a book called If Walls Could Speak.

  Safdie refers to the ‘silent client’ an architect must ultimately serve: the people who live in, work in, or experience a building – be it shopping centres, offices, residential buildings, hospitals, museums, entertainment centres, or airports. The way a building structure is designed and redeveloped can allow communities to thrive and create a sustainable future for generations to come.

  This exclusive Q&A feature is published in the latest issue of SCN magazine – premium members can view the digital magazine here.