GE Aviation’s Customer Connect Initiative Enhances Customer and Product Support
“While GE’s engines have proven to be extremely reliable and durable in the field, Customer Connect further addresses our business and general aviation customers’ need for quick, personalized customer and product support,” said Laura Schreibeis, customer support director for GE Aviation’s Business and General Aviation organization. “We launched the Customer Connect initiative early this year and are focused on areas our customers have highlighted during my visits as key to their operations. Our goal is to expand our processes and services to exceed our customers expectations.”
Customer Connect is focused on five key areas:
Comprehensive training: Ensuring customers have access to the latest engine manuals. Providing maintenance training support at GE’s world-class Customer Technical Education Centers (CTEC) located around the world, including M601 turboprop training that recently began at the CTEC facility in Cincinnati, Ohio.
Personal customer touch: Establishing and strengthening proactive relationships with customers and airframers. Hosting regional call-in sessions with customers over the new few months. Ensuring customers know about GE Aviation’s Business Jet Operations Center, which answers calls 24/7, and mobile repair teams that can be quickly dispatched for assistance.
Rapid response resolution: Improving customer response and resolution rates. In June, the team achieved a 98 percent response rate to customer requests, and parts for an aircraft on the ground can be sent within 4½ hours of the customer’s request.
Predictive diagnostics: Providing diagnostics services based on data to alert customers to performance issues before they become significant problems. GE is expanding from engine diagnostics to include aircraft system diagnostics with Integrated Vehicle Health Management systems.
Long-term service agreements: Offering customized service solutions tailored to meet the needs of business and general aviation operators and providing the assurance our customers demand.
“GE Aviation’s has an outstanding customer and product support infrastructure in place to serve its diverse markets,” explained Schreibeis. “The Customer Connect initiative will build upon these offerings and tailor them to the needs of our business and general aviation customers to ensure they have the best support services available.”
GE Aviation, an operating unit of GE (NYSE: GE), is a world-leading provider of jet and turboprop engines, components and integrated systems for commercial, military, business and general aviation aircraft. GE Aviation has a global service network to support these offerings. For more information, visit us at www.ge.com/aviation.