TCS improves Honeywell International global CRM usability with Oracle Siebel CRM.

Honeywell International Inc. is a Fortune 100 diversified technology and manufacturing leader, serving customers worldwide. Honeywell’s...

Honeywell International Inc. is a Fortune 100 diversified technology and manufacturing leader, serving customers worldwide. Honeywell’s Process Solutions business unit—which helps industrial customers meet their business objectives by providing leading technology and services, domain expertise, project management experience, and global engineering and support resources—needed improved customer relationship management (CRM) system usability to better support sales and services organizations, which include approximately 5,000 users across 60 countries. Over time, its existing system had become bogged down with customizations that impacted performance, spurring users to go rogue and develop their own tools to meet their needs. This, in turn, resulted in inaccurate sales forecasts and a lack of visibility across sales and services processes, while negatively impacting customer service. Honeywell worked with Tata Consultancy Services (TCS) to upgrade to Oracle’s Siebel 8.1.1.3. Through the process, the team reduced the number of system customizations by 60% to 75%, which improved application performance and usability. In addition, with Siebel CRM Desktop, sales representatives working offsite could enter sales and customer information in offline mode and upload it when they were back in the office—providing them with more customer face time. The new system also supports more accurate sales forecasting processes by automatically accumulating reports and including pipeline information in addition to run-rate sales statistics.The Honeywell/TCS team has completed the upgrade and has migrated much of sales to the new system.