Honeywell Improves Customer Service with New Software
To increase service levels and satisfaction provided by its customer support function, the Honeywell International subsidiary selected contact center communications management software from Apropos Technology, Oak Brook Terrace, Ill. The decision has helped Honeywell AS realize more than $3 million in cost savings, in addition to enhancing the organization’s ability to identify high-value customers.
Honeywell AS provides access control products for applications ranging from small multi-door systems to enterprise-wide, networked systems. When customers contact Honeywell AS’ support team, Apropos’ skills-based routing prioritizes each inquiry based on the caller’s volume of business, with high-value customers receiving priority access to senior agents. The software allows the agent to see vital customer information, such as service-level, products used, and geographic location.