Call for change

Leonardo, an Italy-headquartered global leader in the Aerospace and Defense industry, envisioned a state-of-the-art, digital platform to fit with its cutting-edge products.

The company, a manufacturer of helicopters, aircraft, defense electronics and cyber security systems, wanted to streamline its processes, optimize order execution and transform customer interactions into exceptional experiences. That required developing a truly comprehensive platform and ideating a robust and impressive user experience to manage orders, after-sales services, customer relations and training services. Leonardo’s ambition was to have a single, best-of-breed platform that would serve these customer-facing needs across the entire company. The plan was to begin the journey in the helicopter division and subsequently scale company wide.

Propelling an aerospace innovator: Leonardo soars high with omnichannel customer experience

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When tech meets human ingenuity

With a deep understanding of Aerospace and Defense industry best practices, competitive landscape and processes, Accenture was the ideal co-pilot to help the company navigate this entire design-to-implementation journey. Accenture’s long-standing relationship with Leonardo and its collaborations with leading technology firms SAP® and Microsoft, infused this transformation project with a strong focus on ecosystem collaboration. As a result, it was possible to deploy multiple technology solutions and services simultaneously. The core team of Leonardo business and IT experts and Accenture functional and technical professionals undertook in-depth research to determine the needs of Leonardo’s stakeholders as well as those of its customers. The insights gleaned were foundational in defining the strategic vision and in designing a platform that combined two solutions:

  • A customer portal and CRM module built on Microsoft Dynamics 365—that gives the customer a unique entry point to all Leonardo after-sales services and access to service ticketing, technical support and interactive dashboards, all in one place.
  • An e-commerce platform, using SAP® Commerce Cloud—that helps customers browsing the Leonardo Store to also easily access the complete catalogue of after-sales services, purchase spare parts and much more.

The agile approach to development accelerated the delivery of this experience-oriented platform ideated for Aerospace and defense customer needs.

A valuable difference

The e-commerce platform went live within three months of starting implementation.

Additional functionality was rolled out throughout the following year, adopting an agile approach. The new customer portal followed a few months later. Multiple complex technologies now work simultaneously behind the scenes to give the customer a completely cohesive—and seemingly effortless—experience. Leonardo has real-time visibility into orders and sales, and customer journeys can now be tracked from first interaction to purchase. The system supports collaboration via built-in workflows between departments, further improving efficiency and cutting costs.

Since launching, the platform has delivered for Leonardo:

1,600+

customers onboarded

11000+

active users

5,000+

accesses weekly

2,500+

technical publications downloaded weekly

700+

customer enquiries created weekly

1,000+

orders managed weekly

The numbers reflect the phenomenal journey traveled so far at Leonardo. The benefits are clear in terms of new services, efficiency, sustainability and internal cost reduction. Well on the way to its ultimate goal of a company-wide, robust experience that serves all of the company’s divisions and customers, Leonardo today has a unique point of access for all its after-sales services and a seamless, intuitive customer journey. What’s next? The sky is the limit.

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