GENEVA, SWITZERLAND-- GE Aviation continues to build on its Customer Connect initiative, enhancing its customer and product support for business and general aviation engine operators.
Customer Connect is focused on five key areas: rapid response resolution, personal customer touch, long-term service agreements, comprehensive training and predictive diagnostics.
"Toward the end of 2010, GE held its first Large Cabin and Turboprop Advisory Council meetings, gathering operators, service centers and consultants, for an open forum discussion," said Laura Schreibeis, customer support director for GE Aviation's Business and General Aviation organization. "During these two conferences, we received feedback regarding Entry Into Service (EIS) processes, rapid response resolution, flight operations, and configuration and maintainability of the Passport integrated powerplant system. Since then, we have worked to improve in the following critical areas."
Rapid Response Resolution: So far in 2011, GE's Business Jet Operations Center has fielded an average of 100 support calls monhtly and has an on time to customer request greater than 98%. All Aircraft On Ground (AOG) issues have been closed in less than four hours, with 70% of AOG issues closed in less than two hours. Issues are defined as closed when solutions are identified and the customer has agreed to the implementation plan.
Comprehensive Training: GE enhanced comprehensive first touch training for turboprop customers by rolling out new welcome kits this spring that contain all the information needed for entry into service and uninterrupted operation. GE has also improved its Customer Web Center with additional information including technical presentations, engine manuals and on-demand digital training modules.
Customer Touch & Communications: We listened and have tailored our web site for business and general aviation operators at http://geaviation.com/bga. The site has a dedicated service and support section, designed to provide customers with easy to find, important day to day information including contacts, frequently asked questions and step-by step ‘how-to’ guides. In addition, GE launched its first electronic issue of Business Aviation Notes, in a streamlined format so you can quickly click on the articles that interest you.
Long-term Service Agreements: An on boarding process has been implemented for new OnPoint services customers. An EIS team has been launched to streamline and simplify the general terms agreement and overall EIS processes. In addition, GE has expanded its global turboprop services network this year, adding three authorized service centers: Alagro Fumigaciones in Argentina, Solo Aviation in Venezuela, and TAM AE in Brazil.
"We are building our organization and support with additional personnel in North America and Central Europe in conjunction with an expanding global service center network," said Schreibeis. "All of these efforts are focused on providing customers the best support and services, 24 hours a day, seven days a week."
GE Aviation, an operating unit of GE (NYSE: GE), is a world-leading provider of jet and turboprop engines, components and integrated systems for commercial, military, business and general aviation aircraft. GE Aviation has a global service network to support these offerings.