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The opening of a new customer support centre with increased staffing levels, expanded hours and enhanced technology will provide Rockwell Collins commercial aviation customers with an even higher level of service through a single point of contact.
“Our goal in designing and developing the new customer support centre was to raise the bar by enhancing the overall customer experience through better technology, training, collaboration, and most importantly, situational awareness,” said Chad LaGrange, senior director, Customer Support for Rockwell Collins.
The centre is staffed from 7 a.m. to 7 p.m. Central time, seven days a week, 365 days a year, and has staff on-call for after-hours support. Calls are answered by an expanded team of product support managers with specialized training and tools, so they’re equipped to answer questions immediately with a goal to resolve all issues within 24 hours.
The centre’s new technologies include a large video wall that displays the status of aircraft-on-ground, critical- and high-priority issues in real time. Videoconferencing capabilities, including Apple’s FaceTime service, are available to collaborate with customers, Customer Support Engineers and dealers.
Customers can reach the support centre by calling (319) 295-5000. A list of phone options available under the Services & Support section of Rockwell Collins’ website provides customers with a preview of the directory options. The company also recently unveiled its Service First mobile application, which provides an intuitive way for customers to locate sales and support contacts as well as access to additional training, technical and repairs publications.
