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Honeywell Business Solutions Selects CustomerSat for Multi-Channel Voice-of-Customer System
CustomerSat Solution Enables Honeywell to Drive Customer Satisfaction through Automated Action Management
Mountain View, CA – March 23, 2004 – Honeywell Business Solutions,
a unit of diversified technology and manufacturing leader
Honeywell, has selected CustomerSat, Inc. to design, implement,
and manage the feedback component of its Voice of Customer
(VOC) and Voice of the Market (VOM) programs, both part of
its internal Six Sigma Plus continuous improvement process.
The CustomerSat Enterprise Customer Experience (ECEM™) system
manages all aspects of the feedback program, from collection
of customer feedback through email and phone, to managing
automated action management processes based on survey responses
and comprehensive data analysis.
“CustomerSat enables Honeywell to seamlessly manage a very
complex customer feedback and action system,” said Anthony
Pichnarcik, Global Voice of the Customer Leader, Honeywell
Business Solutions. “The automated system has helped us to
ensure that the feedback from our customers gets to the right
people who can act on it; leading to improved overall product
and service delivery as well as improved customer satisfaction
and loyalty.”
Multi-Level Feedback Program
Honeywell selected CustomerSat to develop and manage the
VOC and VOM programs as part of its total improvement process,
which reaches across different groups:
- Customers: Ongoing
feedback surveys inform the field sales and management
personnel through ongoing interaction with external customers
using phone and email surveys. Using CustomerSat’s automated
action management system, survey responses speed alerts
based on a host of criteria, which open cases and track
the actions taken to resolve customer issues.
- Market: Quarterly
feedback solicited from key target audiences allows Honeywell
to track perceptions of the value, price, and overall
quality of Honeywell products and services vis-ŕ-vis the
competition. This process forms the basis of its Customer
Value Analysis program.
- Sales: Surveys
delivered after a “win” as well as a “loss” provides sales
management with valuable insight into the what customer
rank as the key benefits driving sales, as well as pinpointing
specific areas of improvement to drive future sales.
CustomerSat’s Cutting-Edge Technologies Deployed
Honeywell ACS utilizes the full range of CustomerSat ECEM
advanced technology:
Automated Action Management: All customer feedback
programs use CustomerSat’s automated Action Management system,
which opens cases based on either an individual survey response,
such as low satisfaction on service delivered to a specific
customer, or strategic action plans resulting from analysis
of aggregate data, such as the need for training or coaching
for different groups. When issues are identified, business
rules automatically open cases and distribute alerts to pre-define
team members, creating a continuous communications platform
from initial feedback to final actions. Honeywell ACS Business
Solutions has standardized its action processes on CustomerSat’s
ECEM Action Management system.
Multi-Channel Data Collection: Honeywell’s multi-level
feedback program demands the use of both email and phone surveys.
CustomerSat’s Multi-Channel Data Collection solution recognizes
the data field identifying the survey type, automatically
driving the contact record to the appropriate agent’s phone
queue, or to the email deployment queue.
“CustomerSat recognizes the need for many of our clients
to utilize various customer contact methods, including phone
and email,” explains Russell Haswell, V.P. Sales, CustomerSat.
“The automated Multi-Channel Data Collection solution has
been a critical part of the Honeywell deployment, which has
allowed them to achieve high response rates and a high ROI.”
Enterprise-wide Data Distribution: Managers and
executives across Honeywell ACS have immediate access to the
customer feedback data through Push Reports, delivering key
reports via email, and Sub-user accounts, allowing personnel
to perform drill-down analysis on data specific to their area.
“CustomerSat ECM provides a powerful, flexible means to drive
customer feedback data across various Honeywell regional divisions,”
states Pichnarcik. “It has greatly enhanced our ability to
take fast, corrective action to solve customer issues, while
providing us greater insight into strategic changes that will
best serve our diverse customer base. We expect to see continuous
gains in customer satisfaction and retention which are directly
attributable to CustomerSat’s technology solution.”
For more details about CustomerSat’s ECEM system, please
visit www.customersat.com.
About Honeywell
Honeywell International is a $23 billion diversified technology
and manufacturing leader, serving customers worldwide with
aerospace products and services; control technologies for
buildings, homes and industry; automotive products; turbochargers;
specialty chemicals; fibers; and electronic and advanced materials.
Based in Morristown, N.J., Honeywell’s shares are traded on
the New York, London, Chicago and Pacific Stock Exchanges.
It is one of the 30 stocks that make up the Dow Jones Industrial
Average and is also a component of the Standard & Poor's
500 Index. For additional information, please visit www.honeywell.com
.
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions
for measuring, analyzing, and managing enterprise-wide action
responding to real-time customer feedback. With advanced technologies
and proven market research techniques, CustomerSat solutions
have helped companies such as AMD, Ariba, BellSouth, Canon,
Honeywell, VeriSign, and WebEx take timely action to address
customer opportunities and concerns and build high customer
retention and profitability. CustomerSat is headquartered
in Mountain View, California, with offices in the UK. For
news, product demonstrations, and other company information,
visit www.CustomerSat.com
or call 1.800.372.7772.
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