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.
Managing aircraft repairs
Creating a world-class tracking system
The Challenge
- Simplify the process: Make ordering, managing, and tracking repairs an intuitive experience
- 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.
The Result
- 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.
- 7% increase of OEM survey ranking Year over Year
- 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.
Pritam, Bhavnani – President High Growth Region