Background

Honeywell’s Global Technical Support Operations (GTO) needs to alleviate mounting pressure on their engineering and Technical Support (ATS) teams. These teams utilize product experts with engineering backgrounds to solve customer troubleshooting and repair problems of product in the field. The majority of the issues are fielded through a call center. To alleviate pressure, the GTO VP launched a plan to drive customers to the digital channel for “self-service” through the use of “PROBLEM and SOLUTION” style articles.

PROBLEM 

• Customer expectations for speed and accuracy, combined with a growing backlog of unsolved, aging support cases from tricky and complex field issues contribute to the pressure.

• Numerous “shallow” or “easy to solve” issues chew up Technician time, prohibiting focus on the hard stuff.

• GTO had an existing web app called “Technical Self-Service” located on the Honeywell Aerospace customer portal that could be used as the primary access point, but it had little traffic and they needed a plan to drive adoption.

WHAT IS SUCCESS?

Short term:  A usable, modern, well-designed website that is worthy of promoting for wide-spread use, capitalizes on existing content, and results in traffic and search-conversion increases.

Long term:  Transition of X% of 56k customer calls to the digital channel , achieve a 15% deflection of new cases, and a resulting increase in call-center efficiency via lowering of average age of open cases - a targeted $3.9M/yr in operational cost-avoidance.

The project has played out over several years and has three parts: