As part of its efforts to provide a more holistic approach to product support, AgustaWestland will this week introduce its new Leonardo customer portal. “This tool will link customers at every level to the company,” said AgustaWestland CEO Daniele Romiti.
The system, which will be demonstrated at the AgustaWestland exhibit (Booth No. 6937) should allow the OEM to better track operators’ support requirements in real time. It includes “an escalation process” that automatically alerts senior managers if there are delays in getting responses to customers. Ultimately, the senior vice president for customer support and training will be alerted if the response time drags on.
At the same time, AgustaWestland is stepping up efforts to provide more comprehensive training support. An example of this is the fact that a full flight simulator for its new AW189 will be available at its training academy near Milan before the new twin enters service in early 2015.
Last year, Romiti gathered all his top management for a conference and told them he wanted to see a step change in AgustaWestland’s approach to meeting customers’ needs. “I told them that we have to respond to the changing requirements, especially in the commercial sector, including more stringent safety needs,” he said. “The company is changing and I am already seeing the signs of this, and we are much more focused on customer needs.”