The Client: UTC Aerospace Systems is one of the world’s largest aerospace and defense suppliers. Along with being a major supplier for international space programs, they are also engaged in designing, manufacturing, and servicing systems and components for commercial, private, business and military aircraft and helicopters.
The Problem: UTC Aerospace systems had an existing instance of an ERP software, but was unable to maintain it using internal resources. Heavy customizations and conflicting priorities made it difficult for the IT department to support their ERP systems which caused support incidents to stay open for months, and internal/external customer satisfaction to declining.
The Solution: Abraic built a cost-effective support model with well-defined SLAs. Customer satisfaction and internal issue resolution turnaround time reached an all-time high.