Based on its recent analysis of the building automation systems (BAS) controls market, Frost & Sullivan recognizes Honeywell with the 2008 North American Frost & Sullivan Award for Customer Service Leadership for the company's unique and comprehensive range of building services. Honeywell has distinguished itself by its ability to provide high-quality customized services and support based on specific customer needs, building systems, staff requirements, and financial budgets.
Honeywell Building Solutions has been successful in making facilities safer and more secure, and more comfortable and energy efficient for customers. In addition, the business strives to optimize the performance of building systems, irrespective of whether it is a single building, or multiple, geographically dispersed facilities. Setting a priority and strategy to help its customers succeed, and providing a quick on-time response to their demands are part of Honeywell's carefully cultivated and executed series of best practices that set it apart from competitors in this market.
"Honeywell's commitment to high value and customer focus has enabled the company to develop and execute critical initiatives for success," notes Frost & Sullivan Environmental & Building Technologies Program Manager Jorge Moreno. "With an agreement/contract renewal rate of more than 95 percent in 2007, it is clear that the company has successfully met customer needs and addressed their concerns."
Honeywell is currently the forerunner in the North American BAS controls market and has become a turnkey service provider, as opposed to simply being a building management systems supplier. It also offers the widest range of building services in the entire North American BAS controls market.
Honeywell places its customers at the cornerstone of its business success, and ensures that customer services excel in terms of quality, delivery, value, and technology. As for maintenance, repair, and retrofit services, Honeywell's vast technical expertise and working knowledge in providing building solutions can be effectively applied in both commercial and industrial sectors, and across all building types and systems.
Furthermore, the company provides a number of value-added services (VAS) that enhance customer satisfaction and loyalty. Its 24/7 functioning Internet service portal, for example, helps customers securely access their complete and accurate service information online, submit electronic service requests, and check the status of service calls.
Honeywell surpasses other participants in the market in terms of leveraging advanced technology, such as its Global Service Response Center (GSRC) and Field Automation Service Technology™ (FAST), to provide unparalleled customer support. The GSRC coordinates service to more then 25,000 customer sites in North America and is one of the most technically advanced monitoring facilities in the world. FAST is a wireless handheld tool that links field technicians directly to the GSRC to improve the dispatching and service delivery process. Combined with the latest diagnostic technology, technicians have the resources to rapidly access customers' building and equipment data for remote analysis. This helps Honeywell cater to customer problems faster, diagnose system performance suitably, and fix problems in the first attempt.
"We want to be known as much for customer service as we are for the solutions we provide," says Paul Orzeske, president of Honeywell Building Solutions. "That's why we equip our employees with the latest wireless and Web-based technologies to drive performance and customer value. So this recognition is particularly rewarding."
"Overall, Honeywell has been able to maintain a leading position in the North American BAS controls market by virtue of providing an extensive and comprehensive range of customer service programs and support systems for effective building management and control," says Moreno.
All the above attributes clearly indicate the company's competitive edge, making Honeywell a worthy recipient of the 2008 Frost & Sullivan Award for Customer Service Leadership.
Each year, Frost & Sullivan presents this award to the company that has demonstrated customer service excellence in its industry. The recipient company has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. In addition, the recipient company demonstrated flexibility in tailoring its product offerings to suit customer businesses. The recipient company has developed and implemented innovative customer care systems that set unprecedented standards for customer interaction, timely response, and/or attention to customer needs.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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