Raytheon Aircraft Eyes Improved Customer Service

CRM solution provides call center, technical staff with real-time access to client information

CRM solution provides call center, technical staff with real-time access to client information

Dallas — May 26, 2004 — Raytheon Aircraft Company (RAC) has deployed a new customer service solution from Siebel as part of an initiative to improve customer service levels throughout its organization.

A subsidiary of Raytheon Company, RAC designs and manufactures Beechcraft and Hawker aircraft for the world's commercial, military and regional airline markets.

The company worked with Hitachi Consulting, the global business and IT consulting arm of Hitachi, to implement the Siebel customer relationship management (CRM) system as part of a renewed focus on customer service.

The solution is intended to provide an improved customer service experience at Raytheon Aircraft by giving call center and technical service personnel real-time access to customer information and aircraft service details, allowing them to better focus on customer issues and their solution.

With the new solution in place, Raytheon Aircraft personnel can view customer-specific information about parts, order history, warranty data, plane ownership and service calls, all within a single, integrated system.

Hitachi Consulting worked with the RAC team to integrate the new CRM system with Raytheon's numerous legacy systems and create a cohesive record of all customer activities.

In only 16 weeks, Hitachi implemented Siebel System's Call Center and Siebel Analytics and integrated it with external systems from the Federal Aviation Administration, JetNet and additional internal systems on platforms including AS/400 and FoxPro.

"A customer who has purchased a $13 million business jet expects and deserves the highest possible level of support," said Ed Dolanski, vice president for customer support at Raytheon Aircraft. "Our goal in restructuring our organization was to service our existing customers better and provide an outstanding overall experience that will keep customers within the Raytheon family for life."