Airbus Helicopters' Customer Portal : a cornerstone for customer engagement

The purpose of Airbus Helicopters is to provide the most effective civil and military helicopter solutions to its customers. In 2016, this division of the Airbus Group turned to Liferay to redesign its customer portal and put forward a more modern platform that is adapted to the customer journey of its helicopter operators, who constitute 24,000 users.

On the one hand, the new portal had to adapt to the customer’s journey and improve time to market by optimizing access to information and services, until then kept in silos and vertical structure. “We needed to break down silos to give new meaning to our services and adapt them to the way in which customers operate their helicopters, not to the way in which Airbus is organized” explains Jérôme Chauvin, IM Project Manager at Airbus Helicopters.

On the other hand, it was vital to integrate existing heterogeneous business applications. This also included the introduction of a more robust and reliable permission management process.