WEST CHESTER, Ohio — July 23, 2020 — CFM International has had the distinction of being voted the highest-rated OEM customer service company in the third annual Air Transport Aftermarket Customer Satisfaction Survey.
The survey, a cooperative effort between the publications Inside MRO and Air Transport World and AeroDynamic Advisory, was conducted between mid-February and mid-May 2020 and elicited 185 responses, including 62 airlines around the world.
“CFM has made customer and product support a top priority from the very beginning, and it is highly gratifying to know that our customers are feeling that,” said Gaël Méheust, president & CEO of CFM International.
One of CFM’s key areas of focus is responsiveness, and the company maintains three call centers that provide 24-hour support worldwide. Each web portal inquiry, phone call, or email to the Customer Support Center is unique and the centers in Cincinnati, Paris, and Shanghai field more than 30,000 inquiries annually. Team members screen and direct requests to evaluate engine wear and tear, order replacement parts and study borescope inspection results. They must connect customers to the right engineer, for the right procedure and analysis, and provide a customer response, often within a matter of hours.
CFM product support combines the best attributes of both parent companies – Safran Aircraft Engines and GE – leveraging the experience of supporting the largest commercial fleet in the world. This has enabled CFM to help customers achieve safe, reliable operation with high utilization and best-in-class maintenance cost. In the midst of the COVID-19 pandemic, this is more important than ever.”
CFM maintains a team of Field Support Engineers (FSE) around the world that work directly with airlines on their day-to-day operations. Throughout the quarantine, these FSEs have continued to find creative ways to help customers by employing digital tools, from video conferencing and virtual training. The company is offering remote learning opportunities that can either be online versions of current courses or custom-specific offerings to meet unique requirements
Most of the processes developed to support the LEAP-1B fleet during the 737 MAX grounding have been leveraged more broadly to the entire CFM fleet to address COVID-related groundings. For example, CFM has worked closely with customers on engine preservation, completing time-sensitive tasks, pulling forward planned maintenance, leveraging data/analytics.
The company also developed a “Re-EIS” (Entry into Service) checklist that includes tasks like line maintenance training, spare engine and parts provisioning, and tooling availability, all with a goal of ensuring minimum disruption and maximum aircraft availability. This checklist is now being used as airlines resume and expand flight schedules.
CFM is continuously evolving its support placing renewed emphasis on ensuring that the on-line customer support processes are robust and enable CFM to deliver the experience that customers expect and need. The site provides technical publications and training material; the ability to submit inquiries and warranty claims; gives fleet data such as engine configuration, diagnostics/alerts.
• Three call centers handle 1,000s of calls each month
• Field Support Engineers finding creative uses for digital tools
This news release originally appeared on the CFM International website.