Worldwide manufacturing leader
Bendix/King subsidiary a leading supplier of aviation equipment and products
E-Commerce portal (Entigo)
Transform static catalog site into a dynamic, personalized site
Improve customer service
Requirements
Increase e-commerce functionality and personalization
Reliably manage order-to-delivery e-commerce processes
Provide real-time product data from wide range of manufacturers, based on unique
search requests
Quickly create and deploy new applications
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Honeywell is a $24 billion diversified technology and manufacturing leader, serving customers worldwide with aerospace products and services; control technologies for buildings, homes, and industry; automotive products; power generation systems; specialty chemicals; fibers; plastics; and electronic and advanced materials. Honeywell's Business, Regional and General Aviation (BRGA) division, which manufactures and sells an extensive line of aviation products and services under the BendixKing brand name, had built an e-commerce site to sell its products, but the site was static, offered only basic information, and did not permit electronic interaction among pilots and dealers.
Customer service was also problematic, exacerbated by such factors as different time zones, outdated catalogs, more than 20,000 phone calls per month, many faxes and much paperwork, and long order-processing cycles. Complicated and time-consuming, customer service needed to be simplified, streamlined, and accelerated. In addition, the many mergers and acquisitions that make up the present-day Honeywell had produced a plethora of legacy systems and applications, with about 40 different systems for order entries. The company didn't want to uproot them all but rather to integrate them.
Enter Entigo, a BEA partner and a leading provider of Web-based software that enables large enterprises to effectively market, sell, and service their products through channel partners online in real-time. With an emphasis on seamless, collaborative, multi-tier channel management, Entigo solutions are helping many of the world's largest manufacturers significantly improve customer service, decrease operating costs, and increase revenues.
The task was to transform the fledgling BendixKing Web site into a dynamic, interactive e-commerce portal where its customers - dealers, pilots, and manufacturers - would get superior quality and service. Honeywell wanted the Web site to exceed traditional e-commerce business models by providing a personalized Web experience for each customer set. The goal was to customize the BendixKing site to suit each group's distinctive needs and allow them to conduct business with Honeywell in the most efficient manner possible.
"From the outset, we knew this wouldn't be an ordinary development project," said Neel Sehgal Director, IT/Digitization for Customer Services at Honeywell. "There were many unique obstacles to overcome. We partner with dealers for sales and installation, and we needed to allow pilots to browse and select products and then contact a dealer to request a price quote. Dealers and OEMs, on the other hand, needed to place orders directly with BendixKing."