Michelle Wedsworth
Vice President
Customer Support Operations
Since my last post, I’ve expanded my responsibilities within the Customer & Product Support organization and now lead our Customer Support Operations team, formerly Global Customer Care.
Over the past few months, our team has been focused on improving our responsiveness and support for customers in all three of our business segments, ATR, BGA and D&S. We are creating a 24/7 operations center in Phoenix that will be responsible for global AOG and Spares calls and we’ve added resources to support these calls.
Our organization structure has been simplified to improve our escalation process in order to resolve customer issues quicker and we created support teams by market segment to better align with our business partners and customers.
On May 18th, we will introduce our new and improved phone tree that is standardized globally. The design of this phone tree was created with the help of our customers who shared their improvement ideas. It is structured around the types of calls that our customers make such as placing orders and requesting quotes. On May 18th, we will also shift spares calls from our India and Prague centers to our Phoenix center.
We’ve been listening to our customers, and we’re excited to share with you some of the changes we’ve made including:
- A new centralized 24x7 Honeywell Aerospace Customer Support Operation in Phoenix, Arizona
- An expanded team of fully-trained, professional customer service representatives and managers
- A single point of entry to ensure global customers receive a consistent level of service
- A call monitoring system that will allow us to track all spares and AOG service calls until closed
- A new centralized 24x7 Honeywell Aircraft-On-Ground (AOG) support desk in Phoenix, Arizona
- A consolidated AOG e-mail and fax communication system to drive accountability and customer satisfaction
- Our contact numbers remain unchanged:
800-601-3099 (US/Canada)
602-365-3099 (International)
It’s still work-in-progress but each change we implement is taking us another step forward in making it better for our customers. I hope you have the opportunity to experience some of the substantial improvements made by our team.
I welcome your comments and feedback.
Michelle
