Edwin van den Maagdenberg. VP, Global Business Operations Improving the Customer Experience

Transcription

1 Edwin van den Maagdenberg VP, Global Business Operations Improving the Customer Experience

2 Why Am I Here Today? Listening Responding Listening HPS is Listening This is What HPS Heard This is What HPS is Doing Multiple channels for customer feedback Feedback is consistent, common and actionable Overarching initiatives defined and in process Schedule & Delivery Keeping Informed Ease of Doing Business

3 Summary 2014 Initiatives Good Start 8 of 9 Delivered in 2014 Honeywell Process Initiatives What We Heard Customer Fulfillment (Parts & Materials) X X Proposal & Estimating X X Customer Care Fulfillment X X Standard ISC/KPI Metrics X Customer Responsiveness X X Improved Customer Support (TAC/DEE) X X X Customer Data Excellence X Support Data Traceability X X Adv Soln Global Project Execution X X Communication Ease of Doing Business Schedule & Delivery NA HUG Last Year Since Last Year Acknowledgements One Proposal Estimating Team Customer Support Training Modules Order Shipped s Response & Resolution Guidelines Customer Data Collection Guidelines Global Technical Assistance Changes Who to Contact Cards What do you need? Customers Spare Parts Orders Ok to Close Online SR Form Experience Feedback Order Status ios Application

4 Customer Support What do you need? Customer Facing HoneywellProcess.com What are the Challenges? HPS complicated structure Difficult get right information Takes too long to get support Customer Benefits Self Help Available HoneywellProcess.com Clarifies where to look for guidance Solution User Navigation Guide Navigation Link Where to find specific information

5 Replacement Spare Part Orders Part Delivery to Customer Want and 1 st Promise What are the Challenges? Missed promise dates Communication changes Lead time for orders not known Solution Lead Time Improvement Focus Customer Benefits Lead times per item Improved communication order confirmation & changes More accurate 1st promise dates

6 Ok to Close Live Now What are the Challenges? Case is resolved & I am not told Case closed & issue not resolved Lost time getting needed attention Solution Customer Benefits to customer Reply closed in error & why Fast & immediate customer feedback Support management escalation

7 Customer Care Feedback Customer Feedback Immediate & Un-filtered What are the Challenges? Direct feedback is not easy Feedback could be good and bad Ability for timeliness of feedback is key Solution Experience Feedback Customer Benefits All Service Request s include Experience contact link Customer provides direct feedback Convenient Honeywell can respond as needed

8 Theme Progress Survey Feedback 2 of 3 Themes Indicate Positive Trend Schedule and Delivery Projects, Services Products, Parts & Kits Keeping Informed Across the Board Ease of Doing Business Across HPS Progress recognized with: Sales/Proposals & Estimating Global Customer Care Technical Support Center Really Looking for: Self Help Knowledge Management Leverage Mobility

9 Digital Customer Experience Mobile Applications: Order Status ios Application Advanced Solutions ios Application Customer Portal Usability Improved Customer Portal Enhanced Search & Knowledge Base Ability to manage Technical Support Cases Online View deeper into the process Customizable Dashboard

10 Order Status ios Application Live Now What are the Challenges? Solution Obtaining order status via mobile or tablet device was not efficient Difficult to get to order status specifics Customer Benefits Accessibility of order status All sales order and line item details available within a couple of taps Quick search and filter features Intuitive user interface

11 Product Collateral-Explorer App Live Now Industrial Cyber Security Content New for HUG What are the Challenges? Solution Customers and Sales had limited ability to access Advanced Solution collateral via mobile and tablet devices Customer Benefits Access Advanced Solutions Collateral via web, mobile, or tablet Collateral is always fresh easy to navigate to Available Push Notifications with key product updates

12 Online Support / TAC Pain Points No Capability to Self Help & Limited Capability to Identify Known Issues I can t find information that could have saved me a phone call Ease of Doing Business Across HPS Resulting in having to engage with TAC through traditional support channels (phone) Poor Visibility into TAC Support Is my issue being taken care of? What is the status of my SR? Results in more phone calls, escalations through indirect channels, lengthy status update meetings Keeping Informed Across the Board

13 Online Support / TAC What Have We Done? Point Solutions Quick Hits Designed to address, individual challenges and bring short term relief while we prepared for a more integrated solution / platform Online SR Form Data Collection Guidelines Knowledge Sharing s OK to Close Preparing for Our Next Move LISTENING PREPARING BUILDING Multiple VOC sessions Independent User Experience direct with Customers Processes to insure sustainable improvement Organization to accept change Integrated Solution/Platform Knowledge/Case Management

14 Introducing YOUR Support Community 2015 HUG Hear more from Richard & Visit Knowledge Bar A modern Support Community that is easy to use, mobile friendly powered by a powerful knowledge base and case management system Now Configurable Dash Boards Real-time Status Updates Knowledge Base / Search Next Customer Communities & Forum Live Help / Chat Online TAC Case Management Customer Specific Reports Mobile Friendly

15 Quality Team Re-Focus Improved dedicated customer focus HPS priority needs: 1. Improved customer experience 2. Business excellence - through continuous improvement 3. Quality management & compliance Bring & insure holistic perspective Ensure long-term improvements are sustainable

16 What is Different? Customer Centric Global Quality & Customer Experience Aligned to 6 key areas: 1. Customer Advocate 2. Internal Advocate 3. NPD Excellence 4. ISC Excellence 5. QMS & Business Compliance 6. Continuous Improvement Fill out NEW CUSTOMER COMMUNITY SURVEY for a chance to win an ipad! NPD Customer HPS Processes ISC Process Model Operational Delivery QMS Quality Assurance

17 Progress Summary Customer Experience More to See Visit the Knowledge Bar Each 2014 Initiative completed and / or delivered customer benefits Significant improvement in 3 themes Schedule / Delivery Communication Ease of Doing Business Web portal self-help improvements New challenges to focus on

18 HPS a Partner of Choice If you are not happy please TELL us. If you are happy feel free to TELL others. Thank You!