Honeywell Transforms Into a Customer Company Using Product Integration
Homeowners are increasingly expectant of a connected and integrated home services experience.
Homeowners often seek professional help for furnace and air conditioner questions. Historically, these questions could only be answered via a home visit, taking time and money to troubleshoot.
It usually took something breaking before a contractor received a call, putting them into reactive, “hurry-up” mode to fix issues for an upset homeowner.
Additionally, the thermostat market demanded a more consumer service-focused strategy, where predominately it had been transactional by nature.
Honeywell needed a new opportunity to generate a new revenue stream to their ECC homes division.
Magnet360 leveraged Salesforce Service Cloud and Community Cloud to create a first-of-its kind HVAC dealer portal that allows contractors to offer 24/7 remote monitoring services that leverages HVAC data coming from the Honeywell connected thermostats. This allows both contractors and homeowners to have real-time access to their HVAC controls proactively.
This new community portal integrates the data from homeowners’ thermostats to the dealer community and provides that data to select contractors on a subscription basis.
Integrated the portal with a third party cloud-based payment system, providing a “one-stop-shop” experience for contractors.
Enabled mobile access across the entire portal solution, allowing contractors access to information from anywhere at any time.
Complete connectivity for Honeywell’s employees, contractors and customers to their products and services.
The mobile component allows for contractors to respond to customers’ questions and needs in real-time, with accurate information.
Thermostat dealers can now service their customers’ needs more efficiently with data provided from the portal.
Product-integration into a community portal makes Honeywell products function as a service provider. With the connection of the product, to data, and then into a community, Honeywell can anticipate customer needs, providing their contractors more opportunities to service their customers.