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.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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