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BLUESTAR VARTECH 2011 Value-Add Workshop Laura Kelleher Director, Americas Channel Marketing Tuesday, August 16 th 2011.

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Presentation on theme: "BLUESTAR VARTECH 2011 Value-Add Workshop Laura Kelleher Director, Americas Channel Marketing Tuesday, August 16 th 2011."— Presentation transcript:

1 BLUESTAR VARTECH 2011 Value-Add Workshop Laura Kelleher Director, Americas Channel Marketing Tuesday, August 16 th 2011

2 Honeywell Proprietary 2 Document control number Honeywell.com  Value-Add Workshop - Agenda Introduction to Managed Services –From Transactional to Connectivity Honeywell Service Offerings –Service Made Simple –Technical Support for Global Customers – Know the Depots – HSM Global Network Honeywell Software –RemoteMastermind –TotalFreedom –The Future of Connectivity Questions & Product Manager Contacts

3 Honeywell Proprietary 3 Document control number Honeywell.com  Managed Services – Build A Relationship Scanning Software TotalFreedom Old Model: Capital ExpenditureNew Model: Managed Service Mobility Service Depots Service Made Simple

4 Honeywell Proprietary 4 Document control number Honeywell.com  Service Offerings - Overview Basic Service Support Standard Warranties Extended Warranties Standard Maintenance & Repair Service Made Simple (SMS) Comprehensive device coverage “No Questions Asked” guarantee Expedited turnaround Unlimited technical support Additional Value Added Services Software enhancements / upgrades Remote Mastermind device management SMS “No Questions Asked” return policy

5 Honeywell Proprietary 5 Document control number Honeywell.com  SMS - Service Made Simple Optional SMS Services Advanced Exchange Program, utilizing on-site or Depot Spares Pool (Customer or HSM owned) Battery Management Programs to guarantee battery service Quarterly Reporting with detailed service & repair information

6 Honeywell Proprietary 6 Document control number Honeywell.com  Repair - Technical Support Workflow Customer Central Point of Contact Technical Support Tier 1 Advanced Support Technical Support Tier 2 Product Application Engineers Technical Support Tier 3 Engineering Technical Support Tier 4 Multi-language Call Center with guaranteed coverage Efficient workload distribution –Focused on expertise, language & availability Automated ticket receipt and ticket status updates Automated queuing, visibility to team, customer & management Web-based support application to track status & progress All solutions recorded in a online Knowledge Base Your Support Query Is Assigned To The Best Suitable Specialist!

7 Honeywell Proprietary 7 Document control number Honeywell.com  2 nd Day Resolution Repair - Technical Support Results We Strive to Deliver –Day 1 Ticket Resolution ≈ 80% –Ticket queue time <25 minutes Sharing Knowledge –Online Knowledge Base = our collective experience –Tech Newsletters (EMEA only) –Individual Subject Matter Expertise –Web-based Training We Value Feedback –Each time a support case gets closed, you can participate in an online survey –We are always learning about what we do well and what we can do better in the future 1 st Day Resolution

8 Honeywell Proprietary 8 Document control number Honeywell.com  BL KPIKPI DetailTarget YTD Average QualityNo return within 90 days99.20%99.55% ContractWithin contracted TAT99.00%99.45% Non ContractStandard repair within 12 days95.00%95.48% Automated environment Technical reports Inventory control Flexible CRM tool Tracking Follow-up in real time Honeywell Service Center Metrics

9 Honeywell Proprietary 9 Document control number Honeywell.com  Eindhoven, Netherlands (EMEA Repair Depot) 23,950 Square Feet 62 HSM Employees / 20 service employees Key Service Activities: Annual Repairs ~ 28,000 units Warranty, contract, and general service repairs Customer & technical support Configuration Center (reconfigure finished goods) (North American Repair Depot) 40,044 Square Feet 154 HSM Employees / 71 service employees Key Service Activities: Annual Repairs ~ 160,000 units Warranty, contract, and general service repairs Customer & technical support Configuration Center (reconfigure finished goods) Fort Mill, South Carolina Honeywell Service Center Hubs

10 Honeywell Proprietary 10 Document control number Honeywell.com  Honeywell Service & Repair Network HSM S&R Depot HSM ASP S&R & ASP centers in NA, EMEA, LA, and APAC

11 Honeywell Proprietary 11 Document control number Honeywell.com  Managed Services – Build A Relationship Scanning Old Model: Capital ExpenditureNew Model: Managed Service Mobility Service Made Simple Service Depots Software TotalFreedom

12 Honeywell Proprietary 12 Document control number Honeywell.com   Asset Mgmt  Firmware Upgrades  Configuration  Diagnostics  Statistics Bar Code ScannersMobile Computers  Configuration Mgmt  Asset Mgmt  Software Updates  Diagnostics  Remote Desktop  Battery Management A common remote management console for most IT peripherals and mobile devices simplifies installation, maintenance, use and maximizes effectiveness of an IT infrastructure. Honeywell Remote MasterMind Honeywell Remote MasterMind (ReM) “My Organization Spent $180K to send field technicians to update devices” “Our Estimates put deploying in field technicians to devices at $114K” Lower IT Asset Management Expenses With A Single Tool BIG BOX RETAILER OFFICE SUPPORT COMPANY

13 Honeywell Proprietary 13 Document control number Honeywell.com  ReM: Connect IT Admin Meet “the Field” Remote Mastermind Connects You To Your Workforce Supervisor’s New ViewFlexible Infrastructure Drives Productivity

14 Honeywell Proprietary 14 Document control number Honeywell.com  ReM: Asset Management Mis-configuredLostAuto-configureMisplacedLocationing 66%100%

15 Honeywell Proprietary 15 Document control number Honeywell.com  ReM: Software Deployment Vacation  Needs help  Remotely controlled Directly connected

16 Honeywell Proprietary 16 Document control number Honeywell.com  ReM: Product Efficiency Monitor time-stamped eventsMonitor all events in real-time ?

17 Honeywell Proprietary 17 Document control number Honeywell.com  Let’s reboot….. Click on “Start” and then go to …….. ReM: Diagnostics & Configuration What is it doing? My scanner isn’t working Sometimes it seems to just lock up How do I find the software revision? Please tell me the device #, Software revision….. There it goes again. It’s frozen Don’t thank me, thank Remote MasterMind My scanner isn’t working Hang on while I connect to your device…Ah, it looks like someone may have changed a setting…I’m changing it...try scanning now. Awesome. It’s back up. Thank you!  4:47  0:45

18 Honeywell Proprietary 18 Document control number Honeywell.com  TotalFreedom... Staying Current Data Formatting Apps Parsing – controlled field output Encryption/Decryption Security certificates Authentication / Anti-counterfeit Tracking, Grouping, Comparing Usage analytics (counters) Line busting (memory banks) Decoding Apps Proprietary barcodes Image recognition Font recognition WEEE Compliant Honeywell Scanning & Mobility Enables New Applications, Reduces Implementation Costs

19 Honeywell Proprietary 19 Document control number Honeywell.com  Dolphin Counters Radio Usage: active time for each discrete radio – BT, WLAN, WWAN Display Usage : number of screen touches and location; active time for backlight Decoding: how many codes are read; how much time is spent trying to decode; how many “no reads” occur Custom Counters: Stratos Stats Bar Code Quality: time to decode; stitching required Scan Technique: vertical or horizontal plane reading; # of swipes; scale active Content: bar code data Custom Statistics: Future of Connectivity – Making Information Work Dashboards And Threshold Reporting To Drive Productivity

20 Honeywell Proprietary 20 Document control number Honeywell.com  V1.0 – ReM for Scanning V2.0 – ReM for Mobility V2.1 – ReM for Mobility w/ Dolphin Counters V3.0 – ReM Single Console (Mobility + Scanning), Smartphone Integration (additional OSs), Integration with Aruba Wireless Infrastructure Mgmt, VNext – Additional Devices (mobile printers, RTLS tags, etc.) Software & Services: The Path Forward Remote MasterMind’s Rapid Evolution

21 Honeywell Proprietary 21 Document control number Honeywell.com  Anyone Need the Help Button? For Remote Mastermind, SOTi & ISV Store: Brian Swift – For Service Made Simple: Jacki Cole –


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