Estimated reading time 4 minutes, 51 seconds.
“Excellence in customer service has always been at the heart of our commitment to our customers,” explains Raffaele Virgili, Vice President, Customer Service. “We’re focused on always doing better, on surpassing ourselves, with the goal of being No. 1 in our customers’ eyes. This means constantly building on the core values that our customers have told us are the most important to them: ease of doing business, speed and product performance.”
Ease of doing business
A year ago, P&WC inaugurated a customer hub in Singapore to serve the growing Asia-Pacific region. “The tremendous work undertaken by our team in Singapore has provided us with the ability to support our customers to an even higher standard by getting closer to them in the Asia-Pacific region,” says Jackie Khougaz, Director, Commercial Services & Support.
A further expansion of the Asian hub is planned for the coming months. P&WC has also recently deployed a new and powerful Customer Relationship Management (CRM) system to build on its benchmark Customer First Centre in Longueuil, Quebec.
“This will further expedite customer-issue resolution because all the information will be online, providing universal and real-time access for our frontline employees,” notes Khougaz.
Leveraging digital and Web-based tools, P&WC is continuing to improve and refine its online Technical Publications via its Web portal. This is designed to provide customers with instant access to the latest technical information and the option to order or renew subscriptions.
“We are also in the process of expanding our online Customer Portal to allow the viewing of spare parts availability as well as the ability to order and track parts,” says Khougaz. “For added convenience, a new portable application for smartphones and tablets was recently launched that provides the user with a variety of services, based on their location.
Speed
P&WC is taking steps to expand and locate services closer to its customers for faster support deployment by expanding the reach and scope of its mobile repair teams (MRTs). New MRTs have been set up in Columbus, Ohio, and Sacramento, California, complementing technician teams available 24-7 at half a dozen other locations in the United States.
“Our MRT presence goes beyond North America,” says Virgili. “We are currently dispatching MRTs from our Luton, England, and Ludwigsfelde, Germany, operations in Europe, Singapore for Asia-Pacific, and Brazil for South America.”
Working hand-in-hand with the MRTs are P&WC’s parts distribution centres (PDCs) at seven international locations that enable parts to be dispatched anywhere in world. As a testament to the network’s efficiency, if an order for a part is placed before midnight in North America, it will be delivered the following morning; this represents a benchmark level of service.
Product performance
P&WC not only builds its engines to a benchmark level of quality but is also providing its customers with the ability to have a planned “no surprises” maintenance environment with its Diagnostics, Prognostics & Health Management systems.
“We are continuing to roll out our industry-leading advanced diagnostic and prognostic health management systems, which are already installed on 4,500 aircraft,” says Virgili.
As part of this effort, the company has introduced the FAST (Flight Data Acquisition Storage and Transmission) solution. FAST provides a total solution for the acquisition, retrieval and transfer, management and analysis of flight data, engine status, notifications, alerts and recommendations for quicker and practical decision making.
Virgili stresses that P&WC will continue to relentlessly pursue ever-increasing levels of customer service. “Our large in-service engine fleet, depth of knowledge and breadth of experience means that we can apply best practices and lessons learned to constantly improve our customer service and support offering.”
