Tuesday, January 10, 2017

Guest Column -The Shortest Route to Reliable Service

By Lindsay Norman
 Senior Specialist Marcom division of Honeywell Aerospace

We have all had the frustrating experiences of not remembering a login or password to an account that you need access, only to be led down a path of confusing reset actions that eventually lead to another set of credentials you are sure to forget. From bills to e-commerce sites, we all have built up numerous maybe even hundreds of aliases in order to access our accounts online. Honeywell Aerospace is no different and because of the company’s size and history, customers used to log in multiple times on different platforms to get at basic account information.
In order to reduce this level of complexity, the Honeywell Aerospace Services team decided to create GoDirect; a one-stop shop and single sign-on location for all of Honeywell’s Aerospace Services.

Steve Kersh, a Senior Director with Services Operations says this was a frustration for customers. However, not everyone wanted total consolidation either. “Some customers wanted a single invoice and others told us it could create more problems because of procurement processes already in place.”
So, the addition of the shopping cart feature was born. This feature allows customers to customize their billing to fit their needs, across the different services. And while many of us have grown accustomed to this feature on our favorite shopping websites, this is relatively new for aerospace. Other features, like live web chat, are also making their way into the industry. According to Kersh, the Global Data Center (GDC) has found that this is extremely helpful when working with international customers who prefer to communicate in writing versus the telephone to reduce the inherent language barriers. The GDC is one of Honeywell’s premier and long standing services supporting thousands of customers for the last 30 years.
Personalization is a key component in the new GoDirect website. For example, some customers may be enrolled in the Honeywell Avionics Protection Plan (HAPP) but would like to know more about the Mechanical Protection plan (MPP) or the service plan for APUs and engines (MSP) which has been supporting customers for 40 years.
With all aerospace services being housed in one location customers can browse and learn more about complementary products and services. The system displays the services that a business or individual is currently enrolled in upon login and customers can modify their accounts with their own imagery and fleet information for additional organization. GoDirect will also be the first point of reference for any new services available, positioning customers on the front lines of new technology and innovation.

Lindsay is a Senior Specialist in the Marcom division of Honeywell Aerospace. She joined Honeywell in August of 2015 and has a background in communications, digital marketing and social media. Previous roles include destination marketing and healthcare communications. She studied at the Walter Cronkite School of Journalism and Mass Communications at Arizona State University.

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