OSHKOSH, WISCONSIN -- Since its launch in Feburary 2010, GE Aviation's Customer Connect initiative has shown great results in simplifying customer processes to improve the Customer and Product Support experience for business and general aviation operators.
"Our customers have noticed the significant improvements that we have made in Customer and Product Support," said Laura Schreibeis, customer support director for GE Aviation's Business & General Aviation organization. "Our customer response teams have greatly improved how we manage customer calls. A new Business & General Aviation website was launched with a dedicated service and support section. We've held two Customer Advisory Council meetings for business jet and turboprop operators, and we have scheduled two more for this fall to hear first hand from the customer what we are doing well and how we can do better. While the team has done a fantastic job simplifying and improving processes, we continue to look for ways to make it easier on our customers so we meet their needs quickly and effectively.'
The Customer Connect initiative focuses on five key areas: rapid response resolution, personal customer touch, long-term service agreements, comprehensive training and predictive diagnostics.
Rapid Response Resolution: In 2011, GE's Business Jet Operations Center has fielded an average of 100 support calls a month with an on time to customer request greater than 98 percent. All Aircraft On Ground (AOG) issues have been closed in less than four hours, with 70 percent of AOG issues closed in less than two hours. In addition, GE has expanded its global turboprop services network around the world. Last month, GE named AG Aero as an Authorized Service Center for M601 and H80 engines in Australia, New Zealand and the Philippines regions. GE also added three Authorized Service Centers: Alagro Fumigaciones in Argentina, Solo Aviation in Venezuela, and TAM AE in Brazil. In North America, GE Aviation has named Sky Tractor Supply Company, Winnipeg River Aircraft, Cascade Aircraft Conversions and Smyrna Air Center as Authorized Service Centers for GE's M601 and H80 engines. Premier Turbine was named a Designated Repair Center for M601 and H80 engines in North and South America.
Personal Customer Touch: GE Aviation launched a tailored web site for business and general aviation operators at http://geaviation.com/bga. The site has a dedicated service and support section with easy-to-find information, including contacts and frequently asked questions. In addition, GE launched an electronic version of its Business Aviation Notes newsletter so customers can quickly click on the articles of interest. A new Turboprop News is also available to provide updates to turboprop owners and operators.
Long-term Service Agreements: An on-boarding process has been implemented for new OnPointSM services customers. An entry-into-service (EIS) team is streamlining and simplifing GE's general terms agreement and overall EIS processes.
Comprehensive Training: GE Aviation launched CTEC University, an online training program for maintenance, in May. CTEC University allows operators to register for training courses as well as take online courses for engine maintenance. GE also improved its Customer Web Center, which houses additional information like technical presentations, engine manuals and on-demand digital training modules. Finally, GE is sending Welcome Kits to its new turboprop customers to ensure that they have all the right information when they get an aircraft powered by a GE turboprop engine. The Welcome Kits contain information needed for entry into service and for continued uninterupted operation.
Predictive Diagnostics: GE Aviation has extensive experience with engine diagnostics service that collect and analyze data to alert customers to performance issues before they become significant problems. More than 24,000 GE and CFM56* engines are part of the diagnostics services, and GE has developed an expertise in data analysis and trend monitoring that benefits our customers and operators. GE is working to bring this experience to business and general aviation and to expand predictive diagnostics from engines to include aircraft system with Integrated Vehicle Health Management (IVHM) systems on future business aircraft applications.
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.
SMOnPoint is a service mark of GE.
*CFM56 engines are a product of CFM International, a 50/50 joint venture between GE and Snecma (SAFRAN group).