Customer Portal Case Management Training

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.

Only you and the Collins team will be able to view your case information.

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.

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.

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.

For support cases needing urgent attention, please contact your Collins customer focal or call the Collins Customer Response Center at 1-877-808-7575.

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.

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.

Yes. Post notifications as well as case status update notifications will be sent to the email associated with the account.