Aerospace - OEMs
Your Challenge
Your job is to delight your customers with the highest possible level of service. They have made an investment in your product and expect it to work perfectly, as installed. When it doesn’t, they expect fast, knowledgeable, and accurate solutions, 24 hours a day, seven days a week.
Your Environment
- Customers, products types and service bulletins increase, but resources don't
- Even newcomers in the service department have to be experts to the customer.
- Many of the real experts are retiring or being lured away by competitors.
- A first-time fix keeps the customer happy - but sometimes built-in tests don't help, and fault isolation manuals take too long.
- Newer aircraft are more complex and more reliable so
- technicians see fewer faults to build experience from,
- yet the faults that do occur are difficult to isolate and rectify.
- And every day it gets more difficult to provide timely, cost-effective maintenance.
The Solution
The solution is SpotLight, a guided diagnostic system that uses real world experience to steer maintenance staff as they troubleshoot, and then points them to the appropriate repair procedure once the root cause is identified.
- The expert troubleshooting software application, developed by CaseBank, delivers expert diagnostic guidance for solving equipment and process problems.
- The custom knowledgebase of diagnostic and repair information built by specialized knowledgebase development staff, using your maintenance experience and expertise.
SpotLight can help deliver:
- Increased customer satisfaction through faster fixes.
- Reduced time and costs for call resolutions.
- Capture and preservation of "walking knowledge" prior to retirement or attrition.
- Increased visibility into the troubleshooting activity in the field.
- Reduced resource and training costs by,
- Shortening the learning curve for new staff,
- Reducing diagnostic time, and
- Increasing average diagnostic knowledge and quality of response.
Contact us today to discuss how.
The aircraft guided diagnostic service is ideal for users at all levels of expertise. Experienced technicians unfamiliar with an aircraft can be fully up to speed in very little time. It's as if they have an expert on their shoulder asking discriminating questions.
You can free your resident experts from solving routine problems that can be handled by others, allowing your most experienced people to focus on the never-before-seen problems that can best use their knowledge and expertise. And of course, once a new problem gets solved, it is seamlessly added to the knowledgebase where everyone has access to the new knowledge.
CaseBank has made it easy for your technicians to work with the aircraft guided diagnostic service. First of all, it's intuitive. A technician simply enters one or two visible symptoms, and then a dialogue begins with point-and-click ease. The software presents a series of discriminating questions that lead the troubleshooter directly to the most relevant situations.
With its Hybrid Reasoning engine, you are able to work around areas where knowledge is incomplete and, using Fuzzy Logic, can find all relevant solutions even where the information provided is similar to but not exactly the same as what is in the stored knowledgebase.
The aircraft guided diagnostic service's unique ability to discriminate between multiple configurations of aircraft, from fleet down to an individual aircraft, ensures that a troubleshooter is presented with relevant information only. SpotLight - your own private expert guide to solving problems.
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