FlyEmbraer (www.flyembraer.com) is a new Internet portal that the Brazilian manufacturer has launched to provide after-sales services and customer support. FlyEmbraer was developed to offer clients user-oriented tools and online data to support aircraft fleet operations.
Customer relationship management
To support the 1,015 worldwide Falcon operators who fly an average 1.7 aircraft, logging 360 hours each year, Dassault has launched a renewed customer-support effort. The improved support network includes three technical centers that ensure 24/7 expert hotline service. Globally, 420 people– including 80 field service representatives– work in Falcon customer support facilities.
Raytheon Aircraft, which has ranked very low in customer-support surveys for the past several years, is in the midst of retooling its customer services to close the gap with its competitors in a program it calls customer relationship management.
A small company that began life by providing collision-avoidance hardware to the U.S. Navy has grown into a larger provider of data tools for airports, airlines, charter operators and FBOs. Megadata sells its data products under the Passur name, a contraction of the term “passive secondary surveillance radar.”
Honeywell Aerospace is giving both its own staff and its customers the tools they need to ensure consistently good product support, according to Adrian Paull, vice president of customer and product support.
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