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CUSTOMER CONTACT CENTER OVERVIEWHoneywell Process Solutions
I Connected IndustriaI
Our Structure Customer Contact Center
is part of Global Customer
Care and shares the same
Center of Excellence
workspace with
Customer Shared
Services and Order
Management:
APAC Pune, India
EMEA Bucharest, Romania
Americas Mexico City, Mexico
Coverage by Language
English 24 x 7
Spanish 18 x 5
German, French, Italian, Russian, Romanian
8 x 5
Our Mission Customer Contact Center is dedicated to providing first class customer service support. Focusing on a great customer experience within effective Service Request management, the Customer Contact Center aims to streamline the technical support process and flawlessly assist customers with their requests.
Our Contact Center is actively partnering with the Technical Assistance group and our Field Service teams to ensure that appropriate technical response and resolution are given to customers.
As part of Global Customer Care we maintain a strong connection with Shared Services teams— responsible for booking, ordering and invoicing.
We are in close link with other groups such as: Proposal and Estimating, Supply Chain and the Automation College.
CCC
Technical Assistance
Center
HPS Lines of Business
Sales & P&E
Automation Collage
Supply Chain
Global Customer
Care
What Should You Expect— Overview of the ProcessContact Center teams continuously develop
their technical understanding but should not be
confused with Technical Support Engineers.
While on the call with us, we need to make sure you
get the appropriate service as per your contractual
relationship with Honeywell. We are focused on
getting your request to the right technical team
by following clear standard work procedures.
Get started by visiting www.honeywellprocess.com
> Request Support and create your Support
Request there. We will pick it up and channel it to
through to the right technical team.
Based on ITIL standards, accurate prioritization
and entitlement validation, your request will be
assigned to either the Field Service team or to
the Technical Assistance Center.
If we can help you within Customer Care, we help
on the spot.
Have the Following Information Ready so that We Can Process Your Request Issue, Product Info & Symptoms:
• Product type and system details,
Release version, system ID, ESID, MSID
• Which part of the system is impacted
(software or hardware)?
Urgency & Impact:
• Are operations halted or affected?
• How many processes or systems are impacted?
• Is there a workaround available?
Your Details:
• Company & Site Location
• Name, Phone & Email for site contact or
a back-up.
Relationship with Honeywell:
• Service Agreement (Contract) #
• Purchase Order # or other payment method.
Customer Experience is the core of our organization— let us know if we should do something different or if we’re doing it right!
r
How it Works
Customer
Technical Service Team
CCC
Overall Scope The Customer Contact Center manages technical support requests through our internal ticketing system by assigning them to the appropriate Technical team. We encourage all customers in eligible countries to purchase their spare parts via the Online Spare Parts Store (www.honeywellprocess.com/buynow). For assistance and inquiries into existing orders, our team is available to help. Automation College (Training) requests are also handled through the Contact Center based on each region’s policy.
Americas EMEA
APAC
How to Contact Us When Where
All Technical Service (Telephone Support or On-Site) Incident type requests. Critical or Urgent Part Orders.
Contact us via Phone: www.HoneywellProcess.com > Contact Us
Non-Critical Incident or Requests for Fulfillment Service Requests.
Create your Service Request Online: www.HoneywellProcess.com > Request Support
Fulfillment request status updates, other inquiries or general communication.
Send us an Email: [email protected]
Honeywell Process Solutions 1250 West Sam Houston Parkway South
Houston, TX 77042
Honeywell House, Arlington Business Park
Bracknell, Berkshire, England RG12 1EB
Shanghai City Centre, 100 Zunyi Road
Shanghai, China 200051
www.honeywellprocess.comBR-16-49-ENG | 1/17 ©2017 Honeywell International Inc.
