Honeywell Aerospace Delivers Exceptional Customer Experience with Siebel Business Applications  (email this article)

SAN MATEO, Calif.--(BUSINESS WIRE)--Dec. 1, 2003-- Siebel Systems (Company Profile, Past Stories, Case Studies), Inc. (Nasdaq:SEBL - News), a leading provider of multichannel business applications software, today announced that Honeywell Aerospace is reporting substantial gains from its ATLAS (Aerospace Total Account System) customer relationship management (CRM) platform based on Siebel business applications.

Since implementing ATLAS, Honeywell Aerospace has increased on-time closure rate of service issues from 45 percent to 83 percent and reduced customer response time by 27 percent, leading to a 38 percent improvement in customer satisfaction. The company has also experienced quantifiable improvements in team cross-selling, with a 100 percent increase in after-market spare part sales, the identification of 40 percent more new sales opportunities, and an improved win rate.

"Siebel business applications have been instrumental in helping us apply Six Sigma principles to our customer-facing processes and improving our customer satisfaction levels," said Darryl Carroll, senior director of Defense and Space Business Operations. "We have improved insight into operations, enabling us to constantly drive process improvements that impact customer satisfaction."

Prior to the company's ATLAS deployment, customer satisfaction had become a challenge, and Honeywell Aerospace had come to realize that doing business with the organization had become increasingly difficult. Customer data was stored in more than 160 disparate systems spread across 16 lines of business. Furthermore, Honeywell Aerospace lacked the means to present a single face to the customer. These challenges began to take on a critical nature, as the industry places strong emphasis on after- market service and success, thereby making customer relationships paramount to long-term viability.

To this end, Honeywell Aerospace launched a companywide Customer Excellence initiative as part of its enterprise-wide Six Sigma total quality improvement program. This program included the integration of four key customer-facing business process domains across all of its eleven business units. These business process domains included the tracking of customer service requests and issues, sales and opportunity management, campaign marketing management, and the measurement of customer satisfaction through an internal program called Voice of the Customer (VOC). Supporting the integration was the enterprise-wide rollout of ATLAS, which includes Siebel Sales, Siebel Call Center, Siebel Field Service, Siebel Campaigns, and Siebel Analytics. ATLAS automates and supports these customer-facing business processes, providing a real-time centralized repository for customer information and mechanisms for disseminating that information to the right people.

The combined use of Siebel Call Center and Siebel Field Service has allowed Honeywell Aerospace to implement a closed-loop system for managing service requests. Service requests can be raised by customers or by field service engineers operating on the tarmac. Using ATLAS, these requests are logged by product and severity and are then routed to the right service engineer within the customer support center. ATLAS also provides service engineers with access to a knowledge base and documentation for rapidly providing a response. Since implementing ATLAS, Honeywell Aerospace has increased on-time closure rate of service issues from 45 percent to 83 percent and reduced customer response time by 27 percent, leading to a 38 percent improvement in customer satisfaction.

ATLAS also supports key sales processes, as all sales and opportunity management data is now tracked within Siebel Sales, aiding in overall sales collaboration and execution across business units. This increase in productivity has lead to an improvement in sales win rates. Within the first year of implementing Siebel Sales, the after- market spare parts sales team doubled its revenue, attributing 20 percent of this performance improvement to the efficiencies gained from the Siebel platform.

For campaign marketing management, Honeywell Aerospace is leveraging Siebel Campaigns with Siebel Call Center to support both its own telemarketing campaigns and the loading of external campaigns. The enhanced coordination of sales and telemarketing, along with the improved ability to track customer responses, has enabled Honeywell Aerospace to increase the number of identified new opportunities by 40 percent -- a key to ongoing revenue growth.

Finally, Siebel Analytics is a driving force behind the VOC Analytics program. Developed out of the Honeywell Aerospace implementation of the Six Sigma methodology, this program involves the regular survey of Honeywell Aerospace customers across a set of customer-chosen metrics. Service requests are generated from these surveys, and using Siebel Analytics to track these requests, Honeywell Aerospace has gained a deeper insight into the product and process defects that are driving customer dissatisfaction. Furthermore, Siebel Analytics facilitates the careful monitoring of these metrics and service requests, ensuring that issues are addressed and customers stay satisfied.

In addition to helping drive improvements in customer satisfaction, Siebel Analytics is helping to analyze sales opportunities in real time and improve sales force productivity and effectiveness. "Siebel Analytics gives us a real-time view of business issues and opportunities across our entire customer base and markets," Carroll said. "It helps us spot systemic issues so we can proactively address them. It's also improving opportunity management by helping us uncover opportunities that represent new trends or needs in the market, so we can beat the competition in putting together a solution to meet that need."

For more information about Siebel Aerospace & Defense, please visit www.siebel.com/products/industries/aerospace_defense/index.shtm.

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 30 countries.

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