Case Study: Goodrich achieves a unified Enterprise Customer Portal and 90% ecommerce order management with Pierce Washington

Landing New Markets Developing One Face To The Customer

Goodrich, a Fortune 500 supplier to aerospace, defense and homeland security markets, struggled with fragmented operations across 14 independent business units that produced inconsistent customer interactions, manual order-entry and scattered product/pricing/order information—making the company “not easy to do business with.” Pierce Washington partnered with Goodrich to design and deliver an Enterprise Customer Portal (portal software with single sign-on, messaging integration and ecommerce/ERP/CRM integration) to create a single, consistent face to the customer.

Pierce Washington executed a strategic roadmap and storyboard-driven development approach, delivering 10 major releases on time without change orders to integrate legacy systems and move aftermarket processes online. The results: more than 90% of aftermarket order management now flows through ecommerce, order volume grew over 50% without adding customer service headcount, the portal supports 15,000+ registered users and ~100,000 self-service transactions per month (including 5,000+ automated spares orders monthly), and Goodrich achieved measurable operational efficiency and improved customer loyalty.

Goodrich

Amy Morgan

Sr. Director, eBusiness