Johnson Controls signs multimillion dollar contact centre deal

Automotive systems and facility management and control provider Johnson Controls has announced a multimillion-dollar agreement to transform all aspects of the company's contact centre operations.

The deal, with IBM Business Consulting Services, is part of a new strategy by Johnson Controls to grow business in Australia, New Zealand and the Asia-Pacific region, as well as reduce maintenance costs associated with the facilities under Johnson Control's management.

Neither both Johnson Controls or IBM were willing to reveal the cost of the deal due to confidentiality agreements. Johnson Controls' contact centre staff have moved to IBM's multilingual contact centres located in Brisbane (Qld) and Ballarat (Vic).

The IBM centres also handle HR, operations and IT helpdesk services, which will help shift Johnson Controls' customer service operations into a best-practice call centre environment with a more flexible infrastructure.

The company is hoping to enhance customer satisfaction through improved call handling, increased first-call resolution and more efficient call routing.

This project resulted from a business review conducted by IBM Business Consulting Services (BCS) where IBM's Component Business Modelling (CBM) was applied to help identify the sources of value within Johnson Controls.

In addition, IBM BCS will work closely with Johnson Controls to further transform business processes, including developing scalable IT systems and enhancing partner relationship management and field force automation capabilities.

Johnson Controls Australia managing director Karl Mahoney claims that the agreement with IBM marks a new chapter in their long partnership.

"The transformation and outsourcing of our customer contact centre will allow us to further increase the value we offer our customers, helping them improve the performance of their facilities and reduce total life cycle costs," Mahoney said.

"By transitioning existing staff to the IBM call centre our customers are not only serviced by people familiar with their operations, but also the staff will have significantly expanded career opportunities now that they are part of IBM's large contact centre operation."

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