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Pratt & Whitney Canada Customer First Centre Drives Return-to-Service Times Down After First Year
May 20, 2008 - 07:01 AM
GENEVA, SWITZERLAND--(Marketwire - May 20, 2008) - Pratt & Whitney Canada's Customer First Centre, which celebrates its first year of operation, is building on its rapid-response reputation by significantly improving return-to-service time. Pratt & Whitney Canada (P&WC) is a United Technologies (NYSE:UTX) company.
The improved performance has been made possible by a "total event management" approach, where the 24-7 centre takes full ownership and closely tracks each request until an aircraft is back in the air or every question is answered. Also key is the support of P&WC's extensive mobile repair team (MRT) network strategically located around the world, which works closely with the Customer First Centre to resolve customer issues on wing. The result is an enhanced level of front-line support that is unmatched for speed and efficiency.
"Since we launched the centre a year ago, it has evolved into a best-in-class service, regarded by many customers as an industry benchmark," said Maria Della Posta, vice president, Customer Support, P&WC. "That doesn't mean we rest on our laurels. We continue to listen closely to our customers, incorporating their feedback to build on the centre's strengths and drive toward our goal of providing ever more proactive support that surpasses their expectations."
The new Customer First Centre brings together in one team the best expertise from across key P&WC front-line services. This includes technical support, logistics, service engineering, engine maintenance programs and warranty.
The centre's core team has already been doubled, and specialized resources, such as dedicated service engineering, have been added. Multilingual capabilities have become part of the Customer First profile in addition to French and English. A third-party logistics provider has also been co-located on site to further accelerate the centre's services.
In addition, the Customer First Centre staff offers comprehensive expertise to customers. With hundreds of customer queries a day, ranging from information on warranty programs and engine rentals to queries requiring technical expertise, the expert team provides an overall customer support experience that is outstanding in terms of dependability and efficiency.
The Customer First Centre is complemented by the expansion of P&WC's parts distribution network, including the opening of new centres in Amsterdam and Singapore to increase availability and expedite parts to customers in those regions.
P&WC's global customer support also comprises over 30 P&WC-owned and designated service facilities, field representatives worldwide, mobile repair teams available around the clock, the largest pool of P&WC rental and exchange engines in the industry, and advanced diagnostic capabilities.
Pratt & Whitney Canada, based in Longueuil, Quebec, is a world leader in the design, manufacture and service of aircraft engines powering business, general aviation and regional aircraft and helicopters. The company also manufactures auxiliary power units and industrial gas turbines. United Technologies, based in Hartford, Conn., USA, is a diversified company providing high technology products and services to the global aerospace and building industries.
Pratt & Whitney Canada
General and Trade Press