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CASE STUDY | 12 MINUTE READ

Airplane Engine Manufacturer's Efficiency Soars with Customer Portal

Pratt & Whitney built a self-service solution for customers that improves efficiency while meeting the requirements of a tightly regulated industry.
Outline
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Key Takeaways

  1. Plan with your existing tech stack in mind. Pratt & Whitney’s new customer portal integrates directly with important technologies and connects customers to critical applications.
  2. Empower your entire team with low-code. Pratt & Whitney’s business and technical users can quickly create and manage functionality leveraging low-code capabilities.
  3. Don’t compromise security or productivity. Pratt & Whitney’s new platform fulfills their strict security needs and also enables scalability for the future.

Background

As a global leader in propulsion systems for commercial and military aircraft, Pratt & Whitney has spent 100 years shaping the future of aviation. Worldwide, Pratt & Whitney has 85,000+ engines in service and 43,000 employees in 40 countries.
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Opportunities

Fundamental to the success of Pratt & Whitney’s business model is the ability to share important documentation like engine manuals with their customers online in a secure way. 

Pratt & Whitney wanted a portal solution that would be:
  1. Intuitive. Users should enjoy navigating the portal.
  2. Up to date. Pages needed to contain accurate and current information.
  3. Maintenance-friendly. The new portal would need to be sustainable for the long term and easy to manage.
[We’ve seen] a lot of growth since our original migration.
Zachary Lobman
Program Manager, EngineWiseⓇ Connect Customer Portal

Implementation

When Pratt & Whitney searched for a new technology platform for their customer portal, top requirements included strong security and integration capabilities on top of a flexible base. Ultimately, Pratt & Whitney chose Liferay DXP.

The new customer portal, called EngineWiseⓇ Connect, serves thousands of customers. Using Liferay DXP’s fine-grained permissioning system, Pratt & Whitney can limit who has access to what resources.

EngineWiseⓇ Connect offers a central, secure location where customers can:
  • View technical publications like manuals and tooling documentation
  • Receive communication about upcoming events
  • Access other important applications
  • Favorite documents, sites, and searches for easier access
The portal also includes key integrations with applications like digital adoption platform WalkMe and business intelligence software PowerBI. 

“[We’ve seen] a lot of growth since our original migration,” noted Zachary Lobman, the Program Manager for the customer portal.

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Results

EngineWiseⓇ Connect has increased efficiency in numerous ways, including: 
  1. Business process efficiency. Adding in workflow automations has been critical for time-savings.
  2. Developmental efficiency. Using out-of-the-box capabilities like low-code and no-code, business users are empowered to perform tasks like creating and managing pages, adding dynamic data lists, and generating forms.
  3. Collaborative efficiency. Two-way document sharing with external parties has grown now that it’s easier to do so from the secure portal.
The ultimate goal of the portal, Lobman explained, is to give customers exceptional support.