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Honeywell Analytics Efficiency Improves with Eden

Honeywell Analytics established a customer service call centre which has ten call centre agents handling 1,500 calls per week.

The agents were using a customer management software which was effective for capturing basic customer details, but inadequate for collating a service record for the customer's individual unit or linking to other company IT systems. An integrated system was needed to manage the process from initial customer call through to successful resolution such as the dispatch of a replacement or repaired product.

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  • SUPPLIER
  • Honeywell
    Honeywell invents and manufactures technologies to address some of the world’s toughest challenges initiated by revolutionary macrotrends in science, technology and society. They improves business performance for customers with automation and control solutions, equipment and services that enhance safety, reliability and efficiency. Year founded: 1906 Revenue: $40.3 billion (2014) NYSE: HON
  • INDUSTRIES
  • Equipment & Machinery
  • FUNCTIONS
  • Maintenance
  • CUSTOMER
  • Honeywell Analytics

  • CONNECTIVITY PROTOCOLS
  • SOLUTION
  • Eden works by taking details from the customer database, starting a job file and then generating a return bar code which is placed onto the unit. When the bar code is scanned in, Eden recognises that the unit is being refurbished. Eden also provides management statistics to show the flow of returns and gives information on the number of units being received, updated and dipatched. With the addition of Eden, the whole process is now completely integrated from initial call to final resolution.

  • DATA COLLECTED
  • SOLUTION TYPE
  • SOLUTION MATURITY
  • Mature (technology has been on the market for > 5 years)
  • OPERATIONAL IMPACT
  • Impact #1
    [Efficiency Improvement - Labor]
    Using Eden, Honeywell Analytics has a well-managed customer services process which is fully accountable and reduces manual workarounds.
    Impact #2
    Impact #3
  • QUANTITATIVE BENEFIT
  • USE CASES
  • Process Control & Optimization
    Process control and optimization (PCO) is the discipline of adjusting a process to maintain or optimize a specified set of parameters without violating process constraints. The PCO market is being driven by rising demand for energy-efficient production processes, safety and security concerns, and the development of IoT systems that can reliably predict process deviations. Fundamentally, there are three parameters that can be adjusted to affect optimal performance. - Equipment optimization: The first step is to verify that the existing equipment is being used to its fullest advantage by examining operating data to identify equipment bottlenecks. - Operating procedures: Operating procedures may vary widely from person-to-person or from shift-to-shift. Automation of the plant can help significantly. But automation will be of no help if the operators take control and run the plant in manual. - Control optimization: In a typical processing plant, such as a chemical plant or oil refinery, there are hundreds or even thousands of control loops. Each control loop is responsible for controlling one part of the process, such as maintaining a temperature, level, or flow. If the control loop is not properly designed and tuned, the process runs below its optimum. The process will be more expensive to operate, and equipment will wear out prematurely. For each control loop to run optimally, identification of sensor, valve, and tuning problems is important. It has been well documented that over 35% of control loops typically have problems. The process of continuously monitoring and optimizing the entire plant is sometimes called performance supervision.
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