Air charter marketplace specialist Avinode (Booth 1047) has launched Avinode Trip Manager, a new “sales management system” designed for air charter brokers. “It gives members the ability to manage all sales-related tasks–not only flight sourcing–in a completely integrated online environment,” said Oliver King, managing director of the Gothenburg, Sweden-based company.
Customer experience management
Pratt & Whitney Canada Corp. is this year proudly celebrating 85 years of delivering dependable aircraft engines backed by industry-leading services and support for its 10,000 customers worldwide.
JetNet is offering demonstrations at its Heli-Expo booth (No. 9763) of customer relationship management (CRM) features recently added to its piston and turbine helicopter database. JetNet CRM allows database subscribers to tap into data on aircraft owners and operators throughout the world.
Bombardier opened two new business aircraft regional support offices in Singapore and São Paulo, Brazil. The OEM has also expanded capabilities at its Sydney, Australia commercial aircraft regional support offices to include business aircraft. “Bombardier currently has more field service and support staff than any other business aircraft OEM. We have approximately 190 team members deployed internationally to support our customers.
Aerospace manufacturers recognize the need to deliver more comprehensive and valuable support to customers around the world, but they have failed to adequately respond to the challenge, according to new research by Accenture. The management consultancy concluded that a string of “disconnects” have prevented OEMs from gaining the improvements in customer support that they say they want to achieve.
Business aviation data provider JetNet is marking a decade of consecutive EBACE show appearances by demonstrating two new products here this week (Stand 232). Introduced earlier this year, the company’s Jetnet iQ advisory service is available to customers on a members-only basis and consists of three main components aimed at increasing clients’ industry awareness.
Corporate aviation information provider JetNet (Booth No. 3621) is promoting its new CRM and iQ services. CRM (customer relationship management) is a Web-based contact management system for the company’s Evolution customers; iQ is a forecasting and “premium advisory service” for business aviation professionals.
AgustaWestland is boosting its customer-support capability with the opening of a new fleet operations center. The facility, located close to the Italian helicopter manufacturer’s headquarters near Milan Malpensa International Airport, is staffed and equipped to handle urgent technical questions and spares requirements around the clock.
American Eurocopter customers will begin to see demonstrably better product support, including hard AOG (aircraft on ground) support, by the end of the second quarter of this year, said Larry Roberts, vice president of sales, marketing and customer support.
Eclipse Aviation has altered the office hours for customers to speak with customer care, technical services and maintenance scheduling representatives from 24/7 to 7 a.m. to 7 p.m. Monday through Friday. The new hours took effect on November 24.