Success Stories

Leading MRO Player Enhances Customer Experiences by Transforming Omnichannel Services

Our client is a leading provider of technologically advanced aerospace and defense products. They are engaged in designing, manufacturing, and servicing systems and components for commercial, regional, business, and military aircraft, helicopters, and other platforms.

  • The Challenge

    A growing workforce and global scale of operations meant that the client had to invest in modernizing its platform and deliver unified experience to its users. Additionally:

    • System latency caused by disparate applications cost the company significant downtime
    • Management teams could not make informed decisions, especially during times of crisis, because machine information resided in multiple locations
    • Data on parts usage, equipment condition, repair schedules, and engine overhaul status were hosted on different systems, making invoicing a troublesome task
  • The Solution

    Virtusa leveraged digital platforming expertise along with aerospace industry experience to offer an integrated portal that was easy to use and improved operating efficiency of client teams. Highlights of the solution were

    • Consolidation of disparate application on one platform—Microsoft SharePoint used as the portal to host various applications
    • Mobility-based solution to make the customer portal more responsive and accessible across devices
    • Invoice upload facility by leveraging the FleetCare platform
    • Automated invoice validation checks and quality audits to report inaccuracies
  • The Results

    The solution enabled seamless and accurate data flow between departments and added transparency to process flows across the organization. It enhanced end user experience by achieving

    • Faster invoice processing and lower invoice processing costs
    • Higher efficiency due to automation of engine repair invoice validation, payment, and downstream financial processing
    • Unified portal to process invoice and access existing