Raytheon Aircraft, which has ranked very low in customer-support surveys for the past several years, is in the midst of retooling its customer services to close the gap with its competitors in a program it calls customer relationship management.
“Our goal is to have the best customer support in the industry–bar none,” said Ed Dolanski, v-p of Raytheon Aircraft’s customer-support division and a former executive at Wal-Mart. “We are not giving people promises, we’re showing results.”
One of the company’s first challenges was improving its reaction time in AOGs. A year ago RAC’s average time to return grounded aircraft to flight status was 14 days. By the end of last year the average time to resolve an AOG had rolled back to 24 hours, and so far this year it has been averaging 16 hours. The ultimate goal is eight hours, Dolanski said.
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