Pritam Bhavnani
Vice President - Air Transport & Regional Customer Support
Honeywell’s Customer & Product Support organization is continually looking for opportunities to increase customer communications and strengthen relationships. Now more than ever, providing a great customer service and support experience has become the key differentiator. This means staying connected with customers and addressing their service needs, treating them well, and responding in a timely and professional manner.
One method of staying connected with customers is the Honeywell regional operator conferences. The benefits to Honeywell and customers are reduced travel costs as conferences are typically held in close proximity to customer facilities, are offered throughout the year in multiple regions, and provide the opportunity to bring together Honeywell technical experts with customers to discuss and resolve concerns and issues.
Honeywell recently hosted a 2009 Air Transport operator conference in Prague, Czech Republic, where customers attended a two-day technical and support process forum. At the conference, customers were briefed on a range of technical and support topics for a variety of Honeywell products. These conferences also provide a key indication of customer’s satisfaction with Honeywell products and services.
Starting this year, a procurement meeting track was added to the conference agenda to provide information to buyers on the support offered to them. This included information on ordering and procuring parts through Honeywell Aerospace Trading Company and optimizing the Honeywell ePortal for ordering and status. A second innovation deployed at this year’s conferences is a customer interactive voting system that provided feedback on customer demographics as well as sentiment on support services. Plans are currently underway for a November conference in Phoenix, Arizona. It will be supplemented by several smaller regional briefings, conference calls with internet distribution of the conference presentations, and Internet broadcasts which reach out to customers unable to attend.
Another method to connect with customers is the Air Transport & Regional Customer Collaboration Web site designed for customers, Honeywell Customer & Product Support and Honeywell Account team personnel to share the latest updates on key programs and activities. Information includes the current status of technical programs, regular updates on service-related difficulty improvements, presentation materials as well as questions and answers from operator conferences, and information on upcoming meeting or events. A blog and discussion boards provide for two-way interaction allowing customers to post questions and receive answers or inputs from other operators and Honeywell.
I welcome your comments.
Pritam
