Textron Aviation launched its upgraded warranty claims processing website at its 2018 Customer Conference in Wichita, Kansas, this month. Designed to provide a simple experience for customers, the website’s upgrades include improved claims processing and post-purchase support.
Textron worked with a board of 14 members—among them directors of maintenance, owner-operators, international customers, and representatives from aircraft management companies and flight departments—to develop the site upgrade. “Working hand-in-hand with our customer advisory board over the span of several months, we worked to ensure we fully understood customer needs and priorities when interacting with the claims-processing site,” said Kriya Shortt, senior vice president of customer service. “And I’m thrilled with the result: a streamlined, intuitive site that equips customers with the tools to more efficiently and easily submit their claims."
The website features improvements on streamlining claims processing and post-purchase customer support. Textron removed charges on rotable parts for overhaul, which reduces unexpected charges for the customer. Additionally, customers who pay in advance and make core deposits with a credit card can automatically receive the deposit back on the credit card after the claim has been settled.