Working with a customer advisory board (CAB), Textron Aviation has improved its online warranty claims processing site, adding new functionalities to its claim processing and post-purchase support. The overall intention was to provide a more seamless experience.
There were 14 people on the CAB, representing a variety of roles, including directors of maintenance, owner operators, aircraft management companies, flight departments, authorized service facilities, international customers and mechanics.
“Working hand-in-hand with our CAB 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 at Textron Aviation.
“I’m thrilled with the result – a streamlined, intuitive site that equips customers with the tools to more efficiently and easily submit their claims, which instils greater confidence in the ease and accuracy of their claims.”
Improvements to post-purchase support include the removal of charges on rotable parts for overhaul that are over and above the standard overhaul price.
In addition, pay-in-advance customers who make core deposits with a credit card will now receive the deposit back on their card automatically after the claim has been settled.
May 16, 2018
