Johnson Controls' Facility Response Center becomes 'clients' disaster recovery team

July 12, 2000
/ Print / Reprints /
ShareMore
/ Text Size+
MILWAUKEE — Call it “the next level”: Customer service involving constant system monitoring; customer service that’s anticipated and prepared for in advance of when it’s needed — service that’s made ready, for example, based on weather forecasts.

Enter Johnson Control’s Facility Response Center (FRC).

Carrying UL listing as a Central Monitoring Station, the FRC is “an additional level in the company’s range of services,” states Jim Bohn, director of Integrated Customer Solutions.

The FRC resides under the Johnson Controls Customer Success Center (CSC) umbrella, which also encompasses Building Services, CSC Parts, Canadian Customer Care Center, and Field Support Center.

The FRC monitors seven types of technical equipment, such as fire and security systems, Metasys® building automation systems (bas) from Johnson Controls, ddc systems, and other third-party systems. The service covers more than 200 U.S. and Canadian facilities, the company reports.

“We’re our clients’ disaster recovery team,” says Dana McMillion, FRC supervisor. “We monitor what they need and want monitored, and we react.”

Response time

According to McMillion, there’s typically an 11-sec information input followed by a 15-min solution.

The FRC communicates immediately with building operations people, with preassigned contractors who respond to the customer’s problem, or with Johnson Controls staff serving those functions, 24 hrs each day.

“That immediate response is crucial for medical facilities, frozen-food storage and other perishable items, and a host of other time- and temperature-sensitive operations” Bohn notes. “We’re their insurance.”

The FRC constantly monitors the weather “and anticipates,” he says.

“For example, we doubled our staff on July 5 this year because it was a legal holiday and we knew by Friday it was going to be a scorcher that Monday and additional problems would ensue. We were right. We received 550 calls that day through the system.”

The Customer Success Center receives approximately 70,000 calls per month — “three quarters of a million calls in 1998” adds Bohn.

Backup

What happens if the FRC is hit with a disaster, despite its redundant phone systems, computer systems, and power sources (including a backup gas generator)?

All communication is redirected immediately and automatically to the company’s facility in Canada, which has complete backup capabilities, explains McMillion.

The Customer Success Center, besides its FRC operation, provides the following e-commerce services, the company notes:

  • A supplier-assisted inventory replenishment (SAIR) plan for distributors;

  • An automatic inventory replacement (AIR) system for wholesalers; and

  • Electronic data interchange (EDI) parts ordering for large wholesalers.

Did you enjoy this article? Click here to subscribe to The NEWS Magazine

You must login or register in order to post a comment.

Multimedia

Videos

Image Galleries

2014 ACI Home Performance Conference

The 2014 ACI National Home Performance Conference & Trade Show was held in Detroit.

Podcasts

NEWSMakers: Doug Dougherty

Doug Dougherty, president and CEO of the Geothermal Exchange Organization (GEO) joins the program to discuss the latest happenings with GEO, including the drive to get included in state and federal definitions of renewable energy, plus the future of geothermal.  Posted on July 25.

More Podcasts

ACHRNEWS

NEWS 07-28-14 cover

2014 July 28

Check out the weekly edition of The NEWS today!

Table Of Contents Subscribe

R-22 PHASEOUT POLL

Some in the industry are calling for the EPA to halt production of R-22 as of 2015. What do you think?
View Results Poll Archive

HVACR INDUSTRY STORE

plumbing-hvac.gif
2014 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

More Products

Clear Seas Research

 

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications, Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

DON'T MISS A THING

Magazine image
 
Register today for complete access to ACHRNews.com. Get full access to the latest features, Extra Edition, and more.

STAY CONNECTED

facebook icontwitter iconyoutube iconLinkedIn i con