Case Study: Goodrich achieves a unified customer experience with Pierce Washington

Goodrich grows order volume 50% with Pierce Washington

Goodrich, a leading aerospace supplier, faced challenges due to its 14 independent business units, which led to inconsistent customer interactions, inefficient manual processes, and fragmented information. This made them difficult to work with. Pierce Washington was engaged to help develop their Enterprise Customer Portal program to address these issues.

Pierce Washington delivered a strategic roadmap and used a storyboard process to ensure stakeholder buy-in. They successfully delivered 10 major project releases on time and on budget. The solution moved over 90% of aftermarket order management to ecommerce, allowed for 50% order growth without adding staff, and now supports 15,000 users and 100,000 self-service transactions monthly.

Goodrich