Honeywell Aerospace - Adrian's Corner

Honeywell Aerospace Swings into Action at the FBR Open

   
Brian Davis, Vice President, Global Technical Operations

As Scottsdale prepares to host the 74th anniversary of the Open, Honeywell’s Customer & Product Support team is preparing to drive legendary service during the event Jan. 26 – Feb. 1. 

Our Global Technical Operations field service engineers have contacted local Fixed Base Operations and Service Centers in advance of the event to ensure customers flying into the airports with heavy business and general aviation aircraft traffic – Scottsdale, Deer Valley, Williams Gateway, and the Swift terminal at Sky Harbor, will have 24/7 access to Honeywell service and support during their visit.

Our field service engineering and technical operations center teams will be staffed around the clock to support our customers’ service needs.

I hope you have an opportunity to attend the event!

Brian

Visit the Official Web site of the FBR Open at  http://www.phoenixopen.com/

Customer Portal Update

  Maura Shaffer, Vice President - eBusiness

In April 2008, the Customer and Product Support, eBusiness team was reinvigorated with new leadership to be more focused on leveraging technology to provide our Aerospace customers with more options to get information and to contact us, besides our 800 number into our Customer Support organization.  We are responsible for managing the content and functionality of our customer web portal, our contact center technology, customer master record data and electronic data interchange.  As I summarized our results for 2008 I think we made some significant headway that I wanted to share with you.   Some of the changes we made in 2008 include:

Web Portal Improvements:
• New home page with improvements in navigation and usability
• Significant improvement in data quality for online order status. This includes adding scheduling agreements, waybill info, and ship dates on SAP orders with multiple line items for over 70 sites.  We are also sending order acknowledgements and a daily order status email of your open orders.  Shipment confirmations will be sent to you starting in the next few weeks.
• Integrated 10 structured web forms into our call center tracking system so you can request info online and get a response
• Deployed online service center ordering to over 60 service centers
• Deployed online processing of Maintenance Service Plan contracts and claims
• Added over 41,000 previously non-published parts with site codes to the web catalog so customers know they can buy these products from Honeywell
• Consumable Solutions products that we licensed by M&M Aerospace are identified in the web catalog  so customers know the new contacts for purchase

Customer Master Advances
• The  team updated over 10,000 customer contact records and over 15,000 tech pubs contacts so we can start to keep all of your information current and synchronized in one place

Contact Center Systems Improvements
• Simplified our customer interaction screens for our call center agents enabling more point and click versus manual typing so you spend less time on the phone
• We enabled the ability to send and receive e-mail through our contact center system so that we can start to capture and track customer interactions facilitating agent access to transaction history for call back and e-mail requests.
•  We started the process to streamline and simplify the multitude of e-mail boxes across our sites and organize more around processes tied to our web forms.
• We disconnected 128 legacy phone numbers and call trees across sites to minimize confusion to customers

If you haven’t logged into our customer web portal at  http://portal.honeywell.com/wps/portal/aero lately, I suggest you take a look or sign up to get access and try our new features.

In 2009 we plan to continue to improve our web site by expanding online ordering capability, adding avionics system level content to our online catalog, adding more current products and information about products we have divested in the past and who to purchase from, and will continue to focus on improving the navigation to make it as easy as possible for you to find what you need.   In addition, we will continue to consolidate external e-mail boxes to simplify your experience and work with our Customer Support team to make improvements for them, as well as continue to consolidate customer records and keep synchronized across our systems. 

If you would like to provide feedback please feel free to reply to this blog or use the contact us form in the link above.

Maura

Happy New Year!

Here we are at year-end, a good time to assess our efforts to improve our quality of service and customer responsiveness in 2008.

Our Customer Service organization achieved some significant improvements in how we respond to our customers’ needs this year with continued investments in training, our newly opened Technical Operations Center (TOC), knowledge management and virtual network tools, and the customer web portal.

• Our TOC achieved an average Time To Get Fix (TTGF) of less than 24 hours for non-AOG (Aircraft on Ground) and less than 4 hours for AOG
• Our Field Service Engineers have been recognized as Best in Class for Service and Support through industry surveys, net satisfaction scores and customer feedback
• Our portal enhancements include a new home page with improved customer usability plus the addition of more than 41,000 non-published parts to the online products/parts listing, the creation of 10 structured web forms for customer online requests, enhanced online ordering for more than 60 Honeywell Service Centers, and significant improvements in online order status data for more than 70 Honeywell sites.
• The eBusiness team consolidated e-mail and fax capability to increase the visibility of inbound and outbound inquiries

In 2009, our aim is to build on our successes with continued efforts to take our service and support to new levels of customer responsiveness. That includes reinforcing a culture where “every employee cares and is personally accountable to help our customers succeed.”

Our 2009 objectives will focus on:

• Continuing to develop best-in-class service and support as measured by our 
  customers
• Improve On-Time To Request (OTTR) performance for best-in-class service
• Ensure Successful Entry Into Service for all new platforms, products and
  Retrofit/Mods/Upgrades (RMUs)
• Focus on Automation, Portal Offerings and Self-Service Solutions for our
  customers

I look forward to sharing more information on these objectives with you throughout the year. 

As always, I encourage your comments and feedback.

Thank you and Happy New Year!

Adrian