GE Aviation

Customer Success

How Access Global Group
Aided GE Aviation replace
Siebel & Sharepoint
GE Aviation, an operating unit of GE (NYSE: GE), is a
world-leading provider of jet and turboprop engines,
components and integrated systems for commercial,
military, business and general aviation aircraft.
GE Aviation has a global service network to
support these offerings.
GE Aviation

COMPANY

GE Aviation

Industry

Aviation & Aerospace

HEADQUARTERS

Cincinnati, Ohio

Company size

24,000+ Employees

Salesforce Service

Custom Cloud, Sales Cloud, Service Cloud, Knowledge

The Challenge

GE Aviation faced the following Salesforce Challenges.
  • System was not driving the process – process was manual.
  • Customer service reporting was not robust.
  • Customer service system didn’t capture all required data.
  • Case processing was cumbersome and slow.
  • Logging region specific support tickets inefficient.
  • Sales had limited access to support tickets.
  • Integrations setup was complicated and time-consuming.

The Solution

GE Aviation’s Salesforce Solution Provided By Access Global Group.
  • Implement sales & Support process.
  • Support call center using Cisco (200 Users).
  • Solution repository for support tickets.
  • 360 degree view of clients between Sales & Service.
  • Data encryption for sensitive data.
  • Streamlined integration processes leveraging Informatica.

The Results

GE Aviation’s Salesforce Results with Access Global Group Services.
Sales process time down
"

30%

Support ticket processing time down
"

40%

Custom Cloud
KNoWLEDGE

Sales Cloud

SERVICE CLOUD

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