The new customer portal, modern and accessible 24/7, simplifies the day-to-day life of 3,000 helicopter operators and boosts their operational efficiency.
Airbus Helicopters' Customer Portal : a cornerstone for customer engagement
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The purpose of Airbus Helicopters is to provide the most effective civil and military helicopter solutions to its customers. In 2016, this division of the Airbus Group turned to Liferay to redesign its customer portal and put forward a more modern platform that is adapted to the customer journey of its helicopter operators, who constitute 24,000 users.
On the one hand, the new portal had to adapt to the customer’s journey and improve time to market by optimizing access to information and services, until then kept in silos and vertical structure. “We needed to break down silos to give new meaning to our services and adapt them to the way in which customers operate their helicopters, not to the way in which Airbus is organized” explains Jérôme Chauvin, IM Project Manager at Airbus Helicopters.
On the other hand, it was vital to integrate existing heterogeneous business applications. This also included the introduction of a more robust and reliable permission management process.
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Keycopter brings efficiency and autonomy to helicopter operators. By providing coherent
online services, it is easy for our customers to keep their aircraft in good condition.
Jérôme Chauvin
IM Project Manager, Airbus Helicopters
Key Features
Content management (themes, pages, resources, etc.), role and permission management, online services, responsive design
Challenges
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Engage customers and simplify their operations through a modern and customizable platform
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Present the online services in a manner that is adapted to the customer journey of the helicopter operators and break down silos
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Integrate third-party business applications and improve time to market
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Optimize the role and permission management process
Results
User experience
Optimized experience thanks to more coherent services
Greater productivity
Daily gain in time and efficiency
24/7 availability
Accessible online services at any time
Web and mobile access
Compatibility with all web and mobile devices