Leigh Dow, Director - Customer Portal
Honeywell Aerospace customers are enjoying simplified access to Honeywell information through the new MyAerospace web portal. Launched in November 2006 with technical publications functionality and the recent integration of order status information, MyAerospace now offers the convenience of a single login to review the top 15 Aerospace online business tools. Within the next year, Honeywell Aerospace customers also will be able to enjoy an integrated online experience for viewing warranty claims and contracts as well as order products using the Aerospace catalog and a simplified on-line ordering process.
“By launching MyAerospace functionality in phases, we have been able to monitor customer use and satisfaction and mitigate risk,” said Leigh Dow, director of the Customer Portal. “Our initial launches have provided successes and lessons learned that are being leveraged as we continue to add functionality to the web portal for our customers. This is just the beginning of what we will be able to provide our customer’s self service needs”
Feedback from customers and employees accessing technical publications through MyAerospace indicates that the new functionality is working well for users. Seventy percent of survey respondents indicated that ease of use and functionality has improved compared with systems previously used and 85% of respondents indicated their experience with MyAerospace was positive.
In February 2007, a select group of customers participated in the Beta release of order status functionality in MyAerospace. After receiving feedback from the Beta group, order status was made available to over 4,233 customers and nearly 700 employees who were currently using the eSource system to obtain order status information. Throughout 2007, order status functionality will be expanded in phases to include orders managed in the SAP system and for the first time we will be able to provide customers with real time access to order status data.
“After completing the order status deployments, our next major launches will provide customers access to the new eCatalog and mechanical warranty information through MyAerospace,” Dow said. “Our training and communications program will ensure that our employees who work with the existing mechanical warranty system as well as our customers are prepared to use the portal and to experience the benefits of this new simplified functionality.”
To use MyAerospace, customers need to obtain a Honeywell identification number and establish a password. In some cases, approved access to other systems is required to see data within the portal, but a single click in MyAerospace replaces the need to log into additional systems.
"We are deploying MyAerospace on technologies which will allow us to ultimately customize the user experience based upon their profile,” said Kristin Slyker, director of Information Technology for Customer & Product Support. “This will allow us to create a tailored experience for each customer where they have fast access to those services they use most often.”
