From industry-leading Pay-per-Hour (PpH) engine maintenance programs to a 24/7 customer support hotline, and a growing international network of service centers, mobile repair teams and parts distribution outlets, Pratt & Whitney Canada (P&WC) is continuing to innovate to provide tailored support to its engine customers when and where they need it. "We have organized our customer support capability around our customers' needs and locations," explains John Di Bert, Vice President, Customer Service. "If you need engine support, we do everything to get you flying within 24 hours."
Enhancing speed, simplicity and performance are the company's three main priorities when it comes to customer support. Recent initiatives to increase response times include introducing mobile repair team (MRT) capability in both Australia and Singapore to provide full support for the Asia Pacific region. This latest addition means that P&WC now offers full MRT coverage in all corners of the globe. P&WC has a total of 130 certified technicians enabling rapid on-wing maintenance support, which minimizes aircraft downtime.
P&WC further differentiates itself by stocking inventory around the world to support customers. It currently has engine parts in North America, Europe, Australia, and Asia with seven different warehouse locations strategically placed in an effort to provide AOG support and allow for parts delivery within 8 hours. "If a part is ordered by midnight it can be delivered by 10 a.m. the next day anywhere in North America," says Di Bert. The company's two Customer First (CFirst) Centers in Canada and Singapore continue to set the industry standard for real-time customer support, fielding some 300 calls per day and operating 24/7.
In addition, a more user-friendly, interactive e-Channel portal is under way. Highlights of the changes to come are an improved user interface and a more integrated user experience with improved digital-service capabilities, including an industry-leading online parts-ordering functionality. "Our customers can now view technical publications, file warranty e-claims and PpH program activity, and troubleshoot engine issues by using this online resource," says Di Bert. "In the near future, we will also provide customers with the ability to view availability of spare parts, pricing, ordering and tracking of orders."
Meanwhile, P&WC’s Fleet Maintenance Program (FMP®) continues to gain altitude with airlines. FMP offers a stable, simplified engine management and financial planning tool that can guarantee operating costs and be tailored to suit the individual requirements of any fleet operator or airline. With over half of P&WC regional airline engines enrolled, FMP is proving to be just the ticket for helping regional airlines keep a lid on operating costs and focus on their core business.
P&WC continues to strongly invest in the reliability of its products and the depth of knowledge and experience of its employees to surpass customer expectations and constantly increase levels of customer service. For comments, feedback or suggestions to further enhance P&WC’s products and services to better serve you: [email protected].
Come and see us at RAA, booth 213: Interested operators are invited to drop by P&WC’s booth to speak with a customer service representative.
