Client Challenges
- Needed to make a Fortune 500 company with 14 operating units look like "one company" to its customers
- Move as much of the aftermarket parts business to their web channel to grow revenue while reducing cost
- Consolidate information from multiple ERP systems to provide customers with a consistent experience
How Pierce Washington Helped
- Delivered four years of program management and 10 major releases on time and on budget
- Implemented consolidated spare parts catalog, order entry, order status, customer specific pricing, inventory availability and other eCommerce transactions that enabled Goodrich to move their aftermarket parts business to the web
- Developed a technical architecture with a common code base. This enabled Goodrich to easily reflect corporate re-organizations and business rule changes and simplified maintenance.
Results
- Rolled out the "Enterprise Customer Portal" across 14 divisions that provides "one company" to their customers
- Provided eCommerce capabilities to seven business units that allowed the revenue of the aftermarket parts business to double without adding customer service headcount
- Successfully integrated 14 different ERP systems with the customer portal to present consistent, accurate data
