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Honeywell Aerospace Electronic Systems Division had built an e-commerce site to sell its BendixKing brand products, but the site offered only basic information, and did not permit electronic interaction among pilots and dealers. BEA partner Entigo™ transformed the fledgling BendixKing site into a dynamic, interactive e-commerce portal where its customers - dealers, pilots, and manufacturers -get superior quality and service.
Problem: Customer
Relationship Management (CRM) and branding
Honeywell needed to build loyalty for its BendixKing brand among pilots by making
online customer service simple, streamlined, and accelerated.
Solution: Portal
integrated with ordering and dealer network
Honeywell created a portal for pilots, aviation products dealers, and manufacturers,
with greater personalization, flexibility, and reliability.
Results
· In its first year, the BendixKing site reduced customer service calls
by 30%.
· The company booked $20M in orders over the Web site in 2001 and expects
to achieve an estimated $40M in 2002.
· Site traffic is up 90% each month, and Honeywell foresees a 20-30%
increase in services.
Benefits
· "With the robust functionality of the BEA platform, we can focus
our efforts where they deliver the best value, which is in business process
rather than infrastructure."
· "Such dedication to standards, such as J2EE and XML, helps ensure
we are flexible as we move forward with our business."
· "It's critical to customize the service to your customers…
Entigo's customer-profiling module allows us to do that type of customization,
and it's one of the big keys to the success of the Entigo/BEA solution."