Sebastian Mavrodineanu 26 September IMPROVING CUSTOMER EXPERIENCE Global Customer Care

Transcription

1 Sebastian Mavrodineanu 26 September 2017 IMPROVING CUSTOMER EXPERIENCE Global Customer Care

2 1 Agenda Global Customer Care who are we? What we do? Operating system Partnership & Contact channels Improvement Projects & Initiatives: Responsiveness Developing skills and service capabilities Technology Roadmap Questions Honeywell Proprietary by Honeywell International Inc. All rights reserved.

3 Global Customer Care Structure 2 Who are we Global Customer Care Mission & Objectives Partnering with HPS Lines of Businesses & Functions, GCC drives customer satisfaction with a continuous improvement focus on Productivity and Quality 1. Simplify and Improve Customer Experience 2. Enhance Employee Development 3. Drive Productivity, Efficiency and Effectiveness Customer Service organization: Globally 350+ talented people, with main Centers of Excellence in: Mexico City, Bucharest, and Pune. Customer facing group Customer Contact Center Internal processing group Customer Shared Services Regional front office support group CU STOMER FRI ENDLY SUPPORT INNO VATIVE COMMUN I CATIVE EFFECTIVE CR EATIVE Designed to Deliver Highest Value Support Honeywell Proprietary by Honeywell International Inc. All rights reserved.

4 Global Customer Care Structure 3 Our footprint Bucharest Center of Excellence: Systems and procedures designed to enhance customer care Continuous improvement and rapid problem solving mind-set Organization focused to deliver high quality support Flexibility and adaptability to ensure optimal coverage Collaboration across functions to streamline request lifecycle and foster a customer centric environment Multi-language support to facilitate immediate assistance Designed To Deliver Highest Value Support Honeywell Proprietary by Honeywell International Inc. All rights reserved.

5 Customer Support Organization What We Do? Customer Shared Services Systems & Solutions lifecycle order management Spare Parts Management & Contract renewals Order booking, billing and material requisitioning Product Line order management, supply chain connectivity 24x7 support offered via telephone (EN), and online channels Customer Contact Center Manage technical support requests through to Technical teams Order status inquiries, Spare Parts purchase, Quotes Escalations and follow-up for resolution Coordinates across functions to facilitate timely response Combined Approach To Customer Support Honeywell Proprietary by Honeywell International Inc. All rights reserved.

6 Operating System Service Excellence Technical request Process flow Customer Request through Phone, , Online Portal Customer Contact Center (CCC) Validate Request type (customer relationship, priority, product details) Log details in CRM visibility and traceability at all times Field Specialist & TAC Case / SR triage and first response Clear communication, escalation process and collaboration Process through to the appropriate level of technical support (Field/TAC) Ownership on Case / SR quality to drive quick & accurate response Issue resolution, restore service, identify root cause Globally Managed and Geographically Aligned Honeywell Proprietary by Honeywell International Inc. All rights reserved.

7 Operating System Service Excellence Standard requests through the Contact Center Billing information Complex order inquiries Shared Services Contact Center Order status Quotation requests Placing orders Part number inquiries Elaborate quotation requests New business opportunities New customer introductions Enrollment course inquiries Sourcing queries Expedite & shipping details Product specifications, replacements Proposal & Estimation Sales & Account Managers Automation College Supply Chain Customer feedback Quality & Customer Experience Honeywell Proprietary Single by Honeywell International Entry Inc. All rights Point reserved. for Standard Requests

8 Human Factors 7 Partnership with Customer Care: What s in it for Me? Build your own unique customer experience Create synergy of knowledge, security and adaptability Help us anticipate the requirements Have an effective and consistent customer journey Building Honeywell A Proprietary Reliable by Honeywell International Connection Inc. All rights reserved. for Improved Support

9 Contact Channels 8 How Can You Reach Us? Phone: Dedicated toll free numbers per country Online Support Portal: Create your Service Request Knowledge center support, articles and product information hpscustomersupport@honeywell.com Our webpage: honeywellprocess.com Contact Us Honeywell Proprietary by Honeywell International Inc. All rights reserved.

10 Improving Customer Experience Projects Customer Benefits: Responsiveness 1. Faster Response rate quick decision-making process 2. Increased quality of responses reduction of re-work and improvement of customer relationship 3. Better communication foundation for a great customer experience Current Status: Frequent review of incoming requests & an efficient methodology of backlog alignment and escalation Weekly reporting at HPS Customer Care Leadership level and at Corporate leadership level Connectivity with CRM to drive ownership, visibility and lean process Daily Handover process between teams and rotating shifts to take full advantage of 24/7 structure Next steps: Quality management framework Building a knowledge sharing environment and Best Practice database Review CRM connectivity; explore alternative options of request categorization and handling Honeywell Communication: Proprietary by Honeywell International Inc. All rights Timely reserved. & Quality Responses

11 Improving Customer Experience Projects Customer Focus Understands Honeywell products/services and value to customer Anticipates & meets customer needs with low customer effort & appropriate response Develop skills and service capabilities Customer Benefits: Decision Quality Weighs pros and cons and learns from past decisions 1. Overall increase in customer service experience 2. Knowledgeable workforce to deliver or assist with a various range of requests 3. Clear and proactive communications with authority Lean organization, flexible and adaptable to the continuously changing digital environment Communication Gathers appropriate data and input with a clear, logical decision making process Demonstrates strong oral, written, presentation and active listening skills Current status: Effective problem solver Customer Results service skills structure built around Delivers the on promises service capabilities of tomorrow Learning strategy and career path developed to consolidate our organization development pillar Upgraded staffing & onboarding process, Understands retention order strategy, to cash cross-function process and accountabilities and cross-business group pollination Organizational Agility Builds networks and relationships to get things done right and fast Future actions: Remains calm and professional with interactions even in stressful situations Build Composure and foster customer excellence culture Listens to constructive criticism and takes appropriate action Expand product knowledge, commercial acumen, and technical awareness Functional/Technical Develop process modelling capabilities Handles to integrate customer processes inquiries of appropriately front-line teams that will enable Customer Care to ensure a managed customer journey Performs order management tasks right and fast Knowledge Growing the Honeywell Team Proprietary for by Honeywell the International Customer Inc. All rights reserved. Service of Tomorrow

12 Improving Customer Experience Projects Technology roadmap Customer Benefit: 1. Modern solutions to customer assistance more visibility and reduced cycle time 2. Focus on Omni-channel customer interaction seamless customer experience 3. Enhanced methods of requesting support upgrade existing and add more capabilities Focus: Integrated channels Self service upgraded capabilities Enhanced support portal Knowledge center of support Web Community Telephony integration CRM upgrade Contact us Connected Experience Building Honeywell Proprietary Our Systems by Honeywell International Inc. Around All rights reserved. Customer Experience