Case Study: Major U.S. Aircraft Manufacturer achieves streamlined workflows and improved safety and customer satisfaction with Alchemer

Major Aircraft Manufacturer - Customer Case Study

Major Aircraft Manufacturer originally adopted Alchemer as a simple survey tool for email feedback but quickly faced a broader challenge: turning scattered feedback and manual processes into scalable, automated workflows that could support critical operations like customer satisfaction, pilot safety, and aircraft ordering. Over 12 years the company expanded its use of Alchemer from surveys into a company-wide platform to centralize forms, registrations, and approvals.

Using Alchemer, the manufacturer built more than 20 in‑house process workflows (most without IT), shifting platform usage to roughly 30% surveys, 30% event/registration forms, and 40% business-process automation. Alchemer powers a CSAT workflow that auto‑alerts the CEO on any score below 10/10 (enabling rapid outreach and improved service quality), a pilot safety scoring and routing process for flight‑fitness reviews, and an automated aircraft‑fitting/order system that creates confirmation messages and notifies build teams—delivering greater accountability, faster approvals, and measurable automation across the business.