Goodrich, a Fortune 500 company with over $7 billion in annual revenue, is a global supplier of systems and services to the aerospace, defense, and homeland security markets.
Pierce Washington worked with Goodrich to enable their Enterprise Customer Portal program from strategic roadmap to global rollout unifying the customer experience across 14 independent business units.
Over the past twenty years, Goodrich has grown through acquisition to become a leading supplier in the aerospace industry. Goodrich operated largely as a collection of 14 independent business units. This created a number of challenges, especially in the aftermarket:
The overall theme was that Goodrich was "not easy to do business with." Customers wanted a more streamlined way to work with Goodrich.
Goodrich's technical environment spanned 14 legacy businesses. They needed to bring information together from all of these operating units and present it in a consolidated fashion to their customers. To add to the challenge, they were using technologies that were new to their organization (single sign-on, messaging integration software, portal software).
"Our order volume has grown more than 50% without adding customer service headcount."
— Amy Morgan, Sr. Director, eBusiness, Goodrich
Pierce Washington worked with Goodrich to plan, develop, and deliver their ambitious Enterprise Customer Portal program:
The Enterprise Customer Portal project has been a tremendous success. Goodrich has realized:
Customer response to the "One Company" vision has been overwhelmingly positive. Goodrich now provides a single face to their customers with accurate and timely data. The Enterprise Customer Portal now supports over 15,000 registered users and 100,000 self-service transactions a month each one representing an email, fax, or manual request that would have previously been handled by a CSR. Additionally, over 5,000 web-based spares orders are automatically processed each month.