Providing Remote Service Boosts Customer Satisfaction

By Jeremy Murray, Regional Manager, Field Operations, Americas at Pratt & Whitney Canada and Dave Baxter, Director of Sales, Midwest for Librestream Technologies Inc.

Manufacturing organizations are becoming more connected to their customers than ever before.  With the arrival of the Internet of Things (IoT), more opportunities to improve the quality of customer service are emerging. Pratt & Whitney Canada (P&WC), a world leader in the design, manufacturing, and service of aircraft engines and auxiliary power units, is taking advantage of these opportunities. P&WC is transforming its customer support service levels through the use of virtual presence.

The term “virtual presence”, refers to bringing the eyes and ears of experts into the field virtually to rapidly respond to customer inquiries.

How it works is simple. For example, a customer back at the hangar has Librestream’s Onsight Connect app installed on their smartphone. Along with an Onsight 400R Collaboration Hub, a borescope can be connected to provide a direct two-way audio-visual link between the customer and remote expert. In this case, a remote Customer Engineer has Onsight Connect running on their computer and is remotely assisting in the inspection so that decisions can be made quickly and accurately to get the aircraft back in service.