TEXTRON AVIATION CASE STUDY
The Challenge
Textron Aviation was looking for an in-house solution and benefit for employees experiencing technical problems with software and hardware. This includes personal devices as well as Textron provided devices and software.
The Solution
ENNOVAR/CSFRG stepped in and took over operations for Textron's Help Hanger support unit. The Help Hangar is manned by a team of 55 area students working part-time under 3 WSU managers in 2 locations.
Outcomes Include:
- Track and document workflow in the Help Hangar ticketing system
- Provide broad application support on SAP, Exchange, Outlook Mobile and MS
- Provide level 1 mobile support on Android, iOS, and other mobile devices.
- Perform security provisioning and grant access rights to server and network
- Utilize Active Directory to provide secure management
The Help Hanger Team average 250 interactions a week with ~200 unique visitors
92% of survey responses recommend visiting the Help Hangar
To date, the Help Hangar has resolved 20,000* issues / 23 months.
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