Case Study: AgustaWestland achieves 6‑minute service response (down from 6 weeks) with OpenText

AgustaWestland - Customer Case Study

AgustaWestland, the Anglo‑Italian helicopter manufacturer with global operations, faced slow, manual repair and support processes that couldn’t scale as the company took on full responsibility for aircraft serviceability. Unstructured workflows, labor‑intensive quoting and reporting, poor visibility of active queries, and limited ability to reuse solutions across programs meant repairs took weeks to contract and complete, hindering customer service and program extensibility.

AgustaWestland implemented Micro Focus Solutions Business Manager (SBM) to automate and standardize repair workflows, integrate data sources, and enable reusable subprocesses. The prototype was delivered in a week and the solution implemented in nine weeks; service request response time fell from six weeks to six minutes, documents and audit trails were centralized, SLA performance and bottlenecks became visible, and the platform now scales across additional helicopter programs.

AgustaWestland

Rob Giddings

ICT