The Repair & Overhaul services are one of the foundational business segments of Honeywell Aerospace. CEO Tim Mahoney charged a cross-functional project team to improve the customers experience throughout this process.
Simplify the process. Make ordering, managing, and tracking repairs an intuitive experience.a
Keep it Consistent. Ensure this experience is the same across the globe.
Be transparent. Communicate the most relevant information to the customer, when they need it.
Get connected. Integrate multiple systems and databases and present data flawlessly.
Launched at the beginning of 2017. Aftermarket revenue has grown by 14% since launch.
Turn Around Times have reduced by an average of 50%, making Honeywell the leader in speed and quality.
80% increase of digital tool adoption to place and manage repair orders.
NPS score increase from 50 to 65 on the R&O digital experience.
Matt, you were a tremendous part of making this project a success. Thank you.