Moving the customer experience needle to serve you better!
At Bombardier, we’re continually working to deliver the best customer service experience for our customers. We want to be the best for you in everything we do. Yes, it’s a lofty goal. But it’s precisely why our team of 3,000 aftermarket product specialists is reaching new heights every day.
What have we achieved together? Take a look at some key programs and initiatives we’ve implemented over the last number of months:
In 2022, we more than doubled our global aftermarket footprint to nearly one million square feet, with new and enhanced service centres in Melbourne, Miami, Singapore, London Biggin Hill, and Paris, as well as the start of construction in Dubai. We welcomed 8,000 unique visitors to our worldwide service network last year and we invite you to “bring your jet home to Bombardier.” After all, we built them and we know them best!
We obtained retrofit approvals for our Smart Link Plus aircraft health monitoring system to be installed on most in-service Challenger and Global aircraft. This opens the door to a whole new level of service, offering real-time performance monitoring and troubleshooting capability to our valued customers
Our team got proactive with parts, tackling supply chain issues head-on and working with our suppliers to keep inventory flowing. At the same time, we redoubled our efforts to keep customers informed about their parts order
We’ve broadened the range of support offered by Bombardier’s Entry Into Service (EIS) team, enhancing our “onboarding process” and working directly with our customers to ensure a smooth transition from factory to flightline
Our entire customer support network is working hard to deliver fast, helpful assistance to Bombardier customers around the world. Field Support Representatives (FSRs) deliver technical expertise, while Customer Care Field Support Representatives (CCFSRs) liaise directly with customers to understand their needs and advocate internally for prompt resolution
Our enhanced Mobile Response Team (MRT) continues to respond quickly and efficiently to all customer needs in the U.S. and Europe to get their aircraft back into the air and on their way
A new Customer Response Centre (CRC) team is in place at our Singapore Service Centre, joining the experts in Montreal and Wichita to enhance our seamless, 24/7 support services
We introduced our Customer Experience Credo, the roadmap which guides and empowers every Bombardier team member to be the “difference-maker” in their daily customer touchpoints
Have you noticed a difference in our level of service? We’d love to hear from owners and operators of Bombardier business jets about their customer experience. Rest assured, we take your feedback seriously and value the time it takes to share it. Complete this brief survey.
It’s an exciting time at Bombardier, as we begin to see concrete results from years of planning and reshaping our aftermarket offerings. Thank you for flying along with us, and please stay tuned. There is so much more to come!
Sincerely,
Paul Sislian
Executive Vice President, Aftermarket Services & Corporate Strategy
Bombardier