WINDSOR LOCKS, Conn. – Hamilton Sundstrand, a subsidiary of United Technologies (NYSE: UTX), has begun construction of a new Customer Response Center at its Windsor Locks, Conn., facility – an innovative central contact point designed to respond to customer inquiries and collect data necessary to coordinate response efforts across Hamilton Sundstrand's functions.
"Hamilton Sundstrand's new Customer Response Center will serve as a key differentiator in the marketplace by providing a single data collection point to coordinate issue resolution efforts across all Hamilton Sundstrand's businesses, platforms and facilities, which is necessary given our product and service offerings' complexity," said Matthew Bromberg, Hamilton Sundstrand Customer Service vice president and general manager. "Our ultimate goal is to keep our customer's aircraft in the air."
Work began in May to construct the Customer Response Center, which will be staffed by engineers 24 hours a day, 365 days a year, to help keep customer aircraft flying by addressing customer technical issues and aircraft spare part orders. The center will feature new software to manage customer inquiries and create a master database allowing Hamilton Sundstrand's businesses to coordinate their efforts in addressing and resolving customer issues as quickly as possible.
"Over the last decade, Hamilton Sundstrand's global customer base and diverse product portfolio have grown tremendously," Bromberg said. "At the same time, Hamilton Sundstrand's network of engineering, manufacturing and repair facilities has become more complex, customer expectations are always increasing, and airline maintenance strategies continue to evolve with total support programs and multi-party partnerships."
Construction on the new 2,720 square-foot Customer Response Center is expected to be completed in the fourth quarter of 2010. While the new Customer Response Center is under construction, the operation is temporarily located at an alternate location on Hamilton Sundstrand's Windsor Locks, Conn., campus.
With 2009 revenues of $5.6 billion, Hamilton Sundstrand is headquartered in Windsor Locks, Conn. Among the world's largest suppliers of technologically advanced aerospace and industrial products, the company designs, manufactures and services aerospace systems and provides integrated system solutions for commercial, regional, corporate and military aircraft. It also is a major supplier for international space programs.
United Technologies Corp., based in Hartford, Conn., is a diversified company that provides high-technology products and services to the aerospace and building industries.