P&WC’s Customer First Centre is where operators’ needs are met.
When you’re the front-line, go-to resource for the 10,000 operators flying P&WC-powered aircraft worldwide, there is likely little to be called “typical” in the average day. That’s how it is for the company’s Customer First Centre (CFirst); even though it has been in operation for six years, new and novel issues and challenges are tabled and resolved every day.
A non-stop hub of activity, CFirst has some 140,000 contacts with customers over the course of each year. For Josée Morand, Manager, CFirst, and her highly specialized staff, that means a lot of talking, emailing and problem solving. “When a customer calls us, it can be as simple as answering a question about a technical manual or as complex as quickly assembling a team of experts to resolve an Aircraft on Ground (AOG) situation,” says Josée. “But whatever the issue, big or small, we have the processes in place to deliver on what the customer requires, quickly and accurately.”
CFirst employees have lots of experience and typically handle most calls independently. In some instances, program experts, who are co-located in CFirst, are called upon to provide additional support. Because the centre never closes, critical issues are always handled on an immediate basis, regardless of the time of day or night. “It’s really a case of accessing, managing and redistributing the collective knowledge within the company and using it to resolve issues for our operators,” says Josée. In that sense, then, information is the fluid that keeps the system flowing.
Late last year, P&WC introduced a new Customer Relationship Management (CRM) tool, and CFirst was on the front line of its adoption, even helping influence its functionality. CRM, coupled with an upgraded telephone system, has meant a step change in the manner in which information is captured, stored, accessed and distributed – all to the customer’s benefit. “When an existing customer contacts CFirst, their file, including their history of contacts with us, is automatically displayed on our computer screens,” explains Josée. “This means that, at a glance, we know the type of operator, the type of aircraft and the type of engines. It also allows us to treat the customer in a more personalized fashion.” She says that CRM is now also used by all the internal groups on which CFirst relies and has helped revamp the way it handles AOG situations, bringing greater speed and efficiency.
CFirst was expanded in 2010 to include new event managers working out of the company’s Customer Service office in Singapore who complement the work done by the main CFirst office in Longueuil, Quebec. “The Asia Pacific area is one of growing importance for the company and we wanted to add a local capability,” says Josée. This is yet another example of how P&WC’s worldwide Customer Service organization acts globally and delivers locally.