New Airbus Helicopter CEO Guillaume Faury and the head of its U.S. arm, Marc Paganini, were visibly penitent when discussing the company’s traditionally problematic customer service yesterday at Heli-Expo. Faury left no doubt that he is committed to focusing more company resources and attention on product support. “It is time for new priorities,” he said. Paganini echoed that sentiment, admitting, “We need to do better.”
Customer experience management
Stevens Aviation introduced a premium maintenance program, called “Buddy and Wizard,” that includes the assignment of a dedicated technical sales representative (buddy) and technician (wizard) who meet with the customer and describe the scope of work required. They will then be in direct contact with the customer while the aircraft is in the facility, weekly or even daily depending on customer preference. Once the work is completed, the pair will sit down with the customer and discuss how the work was completed to ensure it was done to the customer’s satisfaction.
The new U.S. headquarters of international trip support group United Aviation Services (UAS) in Houston is now fully operational and has handled several hundred trip requests since its soft-launch opening on August 26. The office has a staff of 40 people, more than 20 of whom are in the operations department, which operates on a 24/7 basis like the UAS global headquarters in Dubai, arranging services such as fuel, flight permits and ground handling.
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.
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.
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