For leading aerospace firm Bell Flight, the sale of a helicopter is only the beginning of the story. As well as manufacturing commercial and military aircrafts, the company also offers a wide range of service and support offerings that help customers keep their fleets in optimal condition.
To enable its customers to order what they need, Bell Flight offered several different portals where customers could request everything from maintenance manuals and support to spare parts. However, separate portals for different types of offerings and a lack of integration across services processes resulted in disparate data silos.
This made it difficult for the company to get a 360-degree overview of customer interactions to fully understand overall requirements. Furthermore, with multiple touch points and disjointed interactions, the customer journey was not as smooth as it could be.
One platform, one unified customer experience
It was clear to Bell Flight that a unified customer service platform would help improve visibility across services processes and enable employees to gain insights across all customer engagements. Meanwhile a modern, unified digital experience would save time for customers and help them fulfill their fleet management needs in an efficient way.
Bell Flight needed robust and comprehensive services functionality as well as a solution that would help it harmonize its aftermarket sales processes. After an extensive market evaluation, the company decided to base the new customer service platform on SAP Customer Experience solutions, including SAP Commerce Cloud, and SAP Service Cloud solutions.
Making it easy to do business
Within 12 months, experts from PwC helped Bell Flight bring multiple customer touch points onto a single platform based on SAP Customer Experience. The portfolio is helping the company gain a more in-depth understanding of customers’ overall fleet management requirements, supporting better-informed decision-making about service offerings. In addition, advanced subscription management functionality has enabled the company to create new revenue streams sales of technical maintenance manuals.
Crucially, the customer experience has been transformed. Increased automation and integrated processes are resulting in faster, more efficient services. For example, warranties are now ready within days rather than weeks. Meanwhile, single-sign-on functionality and self-service capabilities provide quick and easy access to a wide range of services in one location, making it easy to business and manage fleets effectively.
Find out more
Learn more about how SAP Customer Experience solutions are helping Bell Flight support its customers throughout the aircraft management lifecycle.