60% Faster Workflows: Transforming Aerospace Operations with AI

Client

The client is a global leader in technology and manufacturing, with operations spanning aerospace, building technologies, performance materials, and industrial safety. Generating over US$ 36 billion in annual revenue, the company plays a pivotal role in the aerospace and aviation sector, delivering mission-critical systems and services to both commercial and defense customers worldwide.

Market Trends in the Aerospace Industry

The aerospace and industrial sectors are under immense pressure as regulatory demands rise, competition intensifies, and customer expectations grow more complex. Speed, accuracy, and responsiveness are no longer optional—they’re essential for staying competitive. Yet, many organizations still rely on manual, siloed processes for handling customer interactions, managing compliance, and making critical business decisions. This slows down operations and leaves room for errors, missed opportunities, and compliance risks. 

To stay ahead, companies need to harness AI-driven automation and intelligent workflows to simplify complex tasks, boost efficiency, and empower teams to focus on strategic, high-value work. This urgency set the stage for the client’s transformation journey.

Business Challenges

The client’s diverse business units, spanning aerospace, industrial solutions, building automation, and safety systems, were constrained by highly manual, disconnected processes. These inefficiencies slowed decision-making, impacted customer experience, and introduced compliance risks.

Key challenges included:

• Delayed Customer Responses: Manual email handling and order data retrieval from SAP often led to slow response times, misclassified intents, and inaccurate replies.
• Inefficient Contract Management: Extracting key clauses like payment terms and delivery schedules manually hampered compliance workflows and delayed revenue recognition within the Quote-to-Cash cycle.
• Slow Request for Quotation (RFQ) Turnaround: Manually generating compliance tables and compiling vendor RFQs drained resources and caused delays.
• Fragmented Insights: Sales teams spent excessive time gathering insights from reports and filings, leading to inconsistent, delayed decision-making.
• Limited Productivity: Customer service teams were burdened with repetitive tasks and navigating multiple systems, reducing focus on high-value activities.

LTM Solution

LTM partnered with the client to deploy a suite of scalable, AI-driven solutions across key business units, including Process Solutions, Aerospace, Building Automation, Industrial Automation, Safety and Productivity Solutions, and Energy and Sustainability Solutions. These initiatives focused on streamlining operations, improving compliance, and enhancing customer engagement.

• Automated Email-to-Case Handling : Implemented AI-driven case handling to automate email summarization, sentiment detection, and intent analysis. Integrated with SAP to auto-retrieve order data and generate accurate draft responses, significantly reducing turnaround time.
• Contract Digitization and Critical Data Extraction : Deployed a generative AI solution to identify key clauses and offset terms from sales and procurement contracts. Digitized documents through the Automated Export Compliance System to ensure accuracy and faster processing.
• AI-powered Table of Compliance Creation : Automated compliance table generation by comparing customer requirements with product specifications. Delivered clause-level assessments to support faster decision-making and seamless scalability.
• Customer Insights Automation : Integrated generative AI solution with Salesforce to extract customer insights and automate task creation. This drove proactive engagement and improved sales productivity across teams.
• Product Benchmarking with Competitive Intelligence : Automated competitor benchmarking and pricing analysis. Strengthened the price elasticity model with real-time competitiveness insights for smarter pricing strategies.
• AI-Based Vendor RFQ Drafting : Built a web application to automate scope extraction for second- and third-party vendors. Generated multilingual, standardized RFQ drafts to streamline vendor management and reduce manual errors.
• Advisor GPT for Customer Service : Launched a GPT-powered multi-agent chatbot to unify service operations. Enabled natural language interactions with SAP and Salesforce for order tracking, document retrieval, SLA monitoring, and workflow execution—creating a seamless, scalable service platform across SBUs.

Business Benefits

The AI-powered solutions delivered measurable improvements across service efficiency, revenue growth, and operational agility. By addressing manual processes and fragmented workflows, the client achieved significant gains in speed, accuracy, and scalability.

• Enhanced Email Processing and Service Efficiency : Enabled the processing of approximately 8,000 customer emails each day. This saved around 1,500 manual hours daily and significantly improved response times and overall service quality.
• Faster, Accurate Contract Data Handling : Automated extraction of key contract data with nearly 80% accuracy. This improved compliance workflows and unlocked annual productivity gains valued at US$ 264,000.
• Accelerated Proposal Turnaround : Improved proposal throughput and reduced RFQ response times through the AI-powered compliance tool. This contributed to a projected US$ 2.5 million gross margin impact in FY 2024–25.
• Boosted pipeline growth and sales focus : Supported a 1% increase in sales pipeline, unlocking a US$ 40 million opportunity. This also saved 4,800 seller hours, allowing teams to focus on strategic deals and higher-value opportunities.
• Smarter pricing decisions : Delivered real-time competitive insights through AI-driven benchmarking. This strengthened pricing strategies and drove a $1 million margin benefit, equivalent to a 0.5% gain on US$ 200 million in revenue.
• Streamlined vendor management : Reduced manual effort in vendor RFQ generation by 60%, enabling estimators to focus on negotiations and strategic planning instead of repetitive tasks.
• Improved case handling and customer experience : Reduced case handling time by 40 to 60% through streamlined workflows. This accelerated service delivery while improving customer satisfaction.

Conclusion

This transformation shows how AI-driven modernization can streamline aerospace and industrial operations. By integrating AI with core systems like Salesforce, SAP, and Snowflake, the client eliminated bottlenecks and simplified complex workflows.

The impact was clear, faster compliance, accelerated sales cycles, and improved customer service, leading to greater productivity and sharper market responsiveness. In aerospace, this meant quicker turnaround times, smarter forecasting, and enhanced agility to meet customer and regulatory demands.

With scalable AI frameworks now in place, the client is well-positioned to drive continuous innovation and sustainable growth across its Strategic Business Units.

This approach ensures the client remains at the forefront of aerospace excellence, delivering smarter, safer, and more efficient solutions worldwide.

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