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