Customer Portal Case Management Training

Welcome to the customer training page for the Collins Aerospace case management portal. If you would prefer to speak to an agent, please contact the 24/7 Customer Response Center at 1-877-808-7575 or [email protected].

Videos

Play video: Play

Case management portal overview (5:41)
Provides a high-level overview of the case management portal and its features.

Case management portal overview (5:41)
Provides a high-level overview of the case management portal and its features.

Play video: Play

Case management portal - full training (12:30)
Provides more in-depth training on each of the topics covered in the overview.

Case management portal - full training (12:30)
Provides more in-depth training on each of the topics covered in the overview.

Case management FAQs

  • What are the new case management features and functionality in the Customer Portal?

    The new case management functionality allows you to request a support case, submit case information and related files, and track your support cases 100% online through the Collins Aerospace Customer Portal.

    The new case management functionality also features a two-way communication function where you will be able to post comments to a case and view comments from Collins support, all in a single source.

    These features apply to the customer portal for Power & Controls, Mechanical Systems, Simmonds and Universal Propulsion Company product lines as well as AOG logistics support for Kidde and Rosemont solutions. Select users currently have access to the new features with further rollout expected later in 2022.

  • After I submit a case, who will be able to view my case information?
    Only you and the Collins team will be able to view your case information.
  • Who has access to the new case management features?

    At this time access to the case management functionality is limited to select users, to ensure Collins meets the needs of organizations and to allow feedback to be incorporated before adding additional users. We plan to include users from additional accounts and within organizations soon.

    Individuals that use the Customer Portal and Collins Customer Response Center have access to the new case management features to submit and manage support cases fully online. Customer Portal users that do not submit support requests do not need access to the new case management functionality.

  • Where can I go for additional support?

    Please contact your Collins customer focal for additional support managing your case. You can also contact the Collins Customer Response Center at [email protected] or call 1-877-808-7575. All case activity will be logged in the case management area of the Customer Portal.

  • Can support requests contain technical data?

    Support materials provided through the Customer Portal case management functionality should not require an export authorization under U.S. or applicable local non-U.S. export laws. Customers are responsible for complying with these requirements when attaching files to a case.

    If you have information which is classified or licensed Technical Data, please contact the Customer Response Center at 1-877-808-7575 to determine the best way to transmit securely.

  • What if I have an urgent support need?
    For support cases needing urgent attention, please contact your Collins customer focal or call the Collins Customer Response Center at 1-877-808-7575.
  • Will my case history be stored in the case management tool?
    Yes. Case history from cases submitted through the portal, email, or phone will all be stored and viewable in the case management tool. Additionally, all support cases from 2019 to the present are now viewable in the case management section of the Customer Portal.
  • How do I enable the case management function for others at my organization to submit and manage support cases?
    At this time access to the case management functionality is limited to select users, to ensure Collins meets the needs of organizations and to allow feedback to be incorporated before adding additional users. We plan to include users from additional accounts and within organizations soon.
  • If I set email notifications on and all applicable options, will I receive an email when Collins support posts to a case?
    Yes. Post notifications as well as case status update notifications will be sent to the email associated with the account.