Case Study: Rockwell Collins achieves faster response times and lower costs with Mobile Reach

Rockwell Collins Providing Better Customer Service and Reducing Costs

Rockwell Collins, which provides IT managed services to airports worldwide, faced challenges with its slow, email-based incident ticketing process. This system caused delays in resolving critical equipment failures, which risked costly flight delays for their airline clients. To improve service levels and response times, the company partnered with vendor Mobile Reach for a mobility solution integrated with their BMC Helix ITSM system.

Mobile Reach provided a customized smartphone app for field technicians that connected directly to the back-end system. This solution enabled techs to receive instant push notifications for new incidents, accept tickets with one click, and communicate in real-time. The results were dramatic, including a 400% faster response time, an annual saving of over 2,200 man-hours, and significantly improved customer service, setting a new standard for Rockwell Collins.

Rockwell Collins

Cecelia von Tiesenhausen-Hush

Lead Analyst