customer story

Honeywell

Better Customer Experience Through Improved Digital Performance
2
Months for extreme revenue growth

Honeywell is one of the world's largest multinational manufacturers of commercial and consumer products, spanning many different verticals such as life sciences, energy and chemical engineering, oil and gas, and aerospace.

Honeywell partnered with Catchpoint to:

  • Ensure online content delivery in China.
  • Isolate poorly-performing components.
  • Optimize satellite communication.
  • Guarantee performance of individual internal applications and products.

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Employees:
100,000-500,000
Revenue:
$34 Billion
Headquarters:
Charlotte, NC
Industry:
eCommerce
Enterprise

This proved to be the easiest business case that I've ever made to the Honeywell executive team. Catchpoint paid for itself during the proof of concept period before we even signed up as an official customer. That was a game changer for us, a real eye-opener.

Paul Fries
,
Monitoring Lead

Problem

In order to service their many different customers around the globe, Honeywell utilizes a diverse and widespread IT infrastructure. Due to their emphasis on customer experience, which they identify as, "The only KPI that matters," getting detailed information about the performance of that infrastructure is of the utmost importance to their brand and bottom line.

With infrastructure and online properties in so many different countries and across multiple industries, Honeywell needed a true global active observability solution that can encompass and streamline the user experience across these different territories.

For example, Honeywell thermostats can be controlled over WiFi and 4G connections, but in order to ensure that customer experience is uniform for users regardless of the country they live in, Honeywell has to be able to execute active transactions from those various locations.

Solution

By conducting these active transactions and observing the actual customer experience, Honeywell's team can look into all layers of the stack immediately and be sure that they don't miss anything. If the customer experience degrades for any reason, they can understand and pinpoint the exact source of the problem quickly and easily based off of the active transaction.

"If you're doing business on the internet and you are not accounting for the consumer population inside of China, and you're not accounting for that Great Firewall of China, you're doing yourself a great disservice, because that consumer population dwarfs the rest of the internet. And with Catchpoint, we were able to get better insight into our in-China performance than ever before," says Paul Fries, Honeywell Monitoring Leader.

Results

Due to Catchpoint's expansive node coverage, including over 45 nodes in 18 different Chinese cities, Honeywell was able to get visibility into serious performance problems with their online properties in China. During a proof of concept trial period, Honeywell discovered a 95 percent rate of connectivity failures for their content inside of China, as well as the exact source of the problem. Within a few weeks, they were able to implement simple corrective actions to improve their content delivery.

"This proved to be the easiest business case that I've ever made to the Honeywell executive team. Catchpoint paid for itself during the proof of concept period before we even signed us up as an official customer. That was a game changer for us, a real eye opener," says Fries.

Using a single aerospace sales website as an example, Honeywell's IT team made architectural and code changes to make sure that the site was accessible inside of China. Within two months of making those changes, that single web property out-performed over twenty other sites around the globe in terms of revenue generated.