By Lindsay Norman
Senior Specialist Marcom division of Honeywell Aerospace
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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