Responding to feedback from customers who requested a simpler procedure for when they contacted the Airbus Customer Order Desk, the new set-up is designed to improve long-term relationships and trust, and improve the understanding of individual customer needs.
Under the new setup – which closely mirrors the Satair Channel which already works globally with the SPOC approach – a dedicated SPOC now manages all interactions with a customer’s account. Crucially, it switches the focus from an ‘event’ to a fully customised approach.
This means that the SPOC takes care of the relationship and order management for all Airbus vendor and proprietary parts, including order handling and processing, credit/debit note and customer claims management.
Furthermore, it now combines the previously separate Heavy Maintenance (HMV) desk activities and In-Flight Desk (IFD) into one interface. The former contact details for the HMV and IFD desks remain valid until further notice.
“We have listened carefully to our customers”, said Stefan Stolzki, Head of Satair Group Customer Order Desk,’ and have created a new system that we believe will be more service focused and result in a better customer experience. At the same time, we have taken the initial steps forward to create a more integrated Satair Group for the future.”
Each SPOC has one or more allocated customers and operates in small teams of between two to five people. All team members are aware of the overall customer enquiries in their team to ensure rapid response and back-up support to ensure continuous order management. There is a generic email for each SPOC team as well as individual telephone numbers for each SPOC.
Stolzki added: “Importantly, customers need to realise that Airbus AOG orders will continue to be exclusively managed by the 24/7 AOG Competence Centre to ensure efficient and swift service to best handle these ad-hoc and urgent occurrences. We have built a strong interface between the SPOC and the AOG Competence Centre.
“In addition, we have decided that for the moment order management for well-established Airbus product lines such as Standard Parts, Used Serviceable Parts exchange and lease, Modification Kits and Tool Repair loan and lease will continue to be managed by these separate business units to ensure that we are having the right expertise in place to support these product lines”.
Beyond this, Satair Group is implementing an integration change project step by step to ensure that it keeps things simple and easy for the customer. In time it is foreseen that only one integrated Customer order desk will operate across Satair Group reinforcing the SPOC concept further. The overall objective of the integration project is to simplify the customer interface and offer one consolidated channel and one contact which will give customers access to the full portfolio of Satair Group products and services.