It's All About The UX: UTC Aerospace Systems Expands Digital Solutions To Meet Evolving Needs Of Aftermarket Customers

 

TC Aerospace Systems is strengthening its world-class maintenance, repair and overhaul (MRO) services with comprehensive digital solutions that maximize operational efficiencies to meet the evolving needs of aftermarket customers. This suite of services is accessible through a new customizable, self-service portal—a one-stop shop for parts and service needs that will help keep planes in service by improving productivity and on-time delivery. To support the digital experience, UTC Aerospace Systems is also optimizing internal processes and using smart data to proactively manage MRO customer commitments.

 

The digital customer experience and accompanying secured portal are the result of collaboration between UTC Aerospace Systems and United Technologies Digital. By bringing together data scientists and user experience experts, United Technologies Digital is working across the company's portfolio to bring greater value to customers through integrated digital solutions. This unified approach to digital allows UTC to unleash the size and scale of its businesses, using practical applications of smart data and greater connectivity to the Internet of Things (IoT). 

 

"At UTC Aerospace Systems, our customer priorities are our priorities. We have made significant investments over the last year to achieve our current 97 percent on-time repair performance. Our new suite of digital solutions was developed to take our performance and responsiveness to the next level, as we establish a new industry standard for customer interaction," said Aftermarket Vice President Ajay Agrawal.

 

UTC Aerospace Systems repairs more than 400,000 aircraft components each year, and has a 24/7/365 Customer Response Center, more than 50 MRO facilities around the globe and nearly 6,000 employees dedicated to customer service. The new digital solutions suite, developed in collaboration with key customers, will allow UTC Aerospace Systems to:

  

• Offer simple, easy-to-use interfaces for customers 

• Maximize reliability and transparency around order and shipping status 

• Improve responsiveness and consistency in customer service around the globe 

• Support industry standard electronic data interchange (EDI) connections 

• Make documentation readily available 

• Provide ready access to current capabilities lists, contacts, pricing and metrics

 

UTC Aerospace Systems expects all customers and MRO sites will be migrated to the new customer service platform by 2018.