Case Study: AgustaWestland achieves 6-minute service response times and process visibility with Serena Software (Serena Business Manager)

AgustaWestland Cuts Service Response Times From 6 Weeks To 6 Minutes - With Serena BPM

AgustaWestland, the Anglo‑Italian helicopter manufacturer, was hampered by manual, time‑consuming repair‑request processes that took about six weeks to resolve, with limited visibility into query status, difficulty adapting to changing contracts, and a legacy solution that was costly to extend across programs.

Using Serena Business Manager (BPM) and rapid prototyping, AgustaWestland automated and integrated its repair workflows—delivering a prototype in one week and a full implementation in nine weeks. The BPM solution cut service‑response time from six weeks to six minutes, provided audit trails and reporting to reveal bottlenecks and enforce SLAs, and produced a reusable, scalable design that can be extended across multiple aircraft programs.

AgustaWestland