Bombardier customers now have a single point of contact to resolve Aircraft On Ground (AOG) situations 24 hours a day, seven days a week, with the new integrated Customer Response Centres (CRC) in Montreal and Wichita. Complementing the solid support provided by regional field service representatives, the cross-functional CRC teams are empowered with the tools, technology and approval level – including the authority to dispatch the Parts Express service – to do what it takes to keep customers’ aircraft flying.
The dynamic synergy of the CRC teams – which co-locate AOG coordinators, with experts from field service, Parts Logistics and Technical Publications – leads to the quickest resolution possible for AOG customers.
“An AOG situation is critical for any operator and takes top priority in our customer services organization. We are confident that the CRC is the most effective tool to address customers’ needs and we are prepared to equip these teams with whatever it takes to resolve situations as quickly as possible.” said James Hoblyn, senior vice-president, Customer Experience, Bombardier Business Aircraft. “This marks another win for customer services in recent months, and we are committed to maintaining this momentum toward delivering the best customer experience possible. ”
Since the beginning of the year, Bombardier has implemented several new initiatives aimed at improving customer satisfaction. In late February, Bombardier inaugurated the new Dallas Service Center increasing service capacity for Learjet, Challenger and Global aircraft at the site by over 60 per cent. Concurrently, the Parts Express service was launched providing access to multiple Flexjet aircraft to transport parts or technical support teams to in-warranty customers in critical AOG situations across the United States. Bombardier also invested over $25 million to stock additional quantities of the top 25 high-demand parts for Bombardier business jets presently in production.
Montreal and Wichita teams up and running
The Montreal CRC was inaugurated on February 9 to address the needs of Global and Challenger business jet operators. Soon after, on April 10, the Wichita CRC was launched to serve Learjet aircraft customers. Both action centres provide round-the-clock support and expertise for all AOG and parts related issues for Bombardier business jet operators worldwide.
The two CRCs can be accessed through their respective call-in numbers or toll-free numbers when in the U.S., streamlining and optimizing customer contact with Bombardier. The number offers a range of support options from AOG emergencies, to parts services and technical publications. In the past, a customer may have had three to four points of contact within Bombardier. Learjet aircraft operators can now call 1-316-946-6100 (international) or 1-866-JET-0247 (while in North America) and Challenger and Global aircraft operators can call 1-514-855-2999 (international) or 1-866-JET-1247 (while in North America) for all of their customer support needs.
A world-leading manufacturer of innovative transportation solutions, from regional aircraft and business jets to rail transportation equipment, systems and services, Bombardier Inc. is a global corporation headquartered in Canada. Its revenues for the fiscal year ended Jan. 31, 2007, were $14.8 billion US, and its shares are traded on the Toronto Stock Exchange (BBD).
News and information are available at www.bombardier.com.
Bombardier, Learjet, Challenger and Global, Parts Express are trademarks of Bombardier Inc. or its subsidiaries.