Problem
Fragmented and Frustrating Customer Experiences in Aerospace Support
Collins Aerospace customers face significant hurdles in accessing critical information, managing orders, and resolving support issues. Fragmented communication channels—such as phone calls and emails—lead to inefficient information retrieval, order delays, and excessive administrative burdens. Traditional support processes suffer from long wait times, lack of transparency, and opaque case tracking, exacerbating frustrations.
Solution
A secure, intuitive B2B self-service platform that centralizes parts search, order management, real-time tracking, technical access, financials, support cases, and training resources
The Collins Customer Portal unifies B2B self-service for aerospace customers through intuitive features like parts search/ordering, real-time tracking, secure technical access, financial views, integrated support cases, and training resources—streamlining operations, cutting delays, and boosting efficiency in a compliant, 24/7 platform.
Procurement & Tracking: Seamless parts lookup, pricing, ordering, and shipment monitoring replace manual processes.
Content & Support: Role-based technical docs, case management with two-way communication, and invoice transparency.
Onboarding Efficiency: Training hub accelerates adoption while MFA ensures secure, frictionless access.
Impact
Collins Aerospace scores 75/100 overall CSAT, with 43% "Very Satisfied" and peaks at 80/100 for 5-10 year users. NPS stands at 25 (51% Promoters).
Rated 3.7/5 stars for value/ROI, highest among 5-10 year users (4.2/5).
Portal streamlines business via single self-service experience, with improved navigation and 24/7 access to reduce delays—though exact efficiency gains undisclosed.
