Textron Aviation Inc., a Textron Inc. (NYSE:TXT) company, today launched its upgraded warranty claims processing site at the company’s 2018 Customer Conference in Wichita, Kansas. The improved site integrates new functionality into its claim processing and post-purchase support designed to provide a simple, convenient and intuitive experience for customers. The upgraded claims site can be accessed online by visiting claims.txtav.com.
Through a customer advisory board (CAB), the company worked directly with customers to develop the site to deliver a more seamless online experience. To capture the full spectrum of user perspectives, the CAB consisted of 14 individuals in a variety of roles and organizations, including directors of maintenance, owner operators, aircraft management companies, flight departments, authorized service facilities, international customers and mechanics.
“Working hand-in-hand with our customer advisory board over the span of several months, we worked to ensure we fully understood customer needs and priorities when interacting with the claims processing site,” said Kriya Shortt, senior vice president of Customer Service. “And I’m thrilled with the result – a streamlined, intuitive site that equips customers with the tools to more efficiently and easily submit their claims, which instills greater confidence in the ease and accuracy of their claims.”
In addition to streamlining claims processing, additional improvements have been driven into post-purchase support for customers. Notably, charges on rotable parts for overhaul, which are over and above the standard overhaul price have been removed, eliminating unforeseen charges for the customer. Also, pay-in-advance customers who make core deposits with a credit card will now automatically receive the deposit back on their credit card after the claim has been settled.
Textron Aviation offers customers factory-direct service and support throughout their entire ownership experience. Through a global network staffed with more than 3,000 employees, customers have direct access to a team of expert service representatives offering maintenance, inspections, parts, repairs, avionic upgrades, equipment installations, refurbishments and other specialized services. Textron Aviation manages a growing fleet of more than 60 mobile service units (MSU) and rapid response aircraft that can be mobilized to respond to maintenance events by contacting 1CALL, a team of AOG specialists providing prioritized service and support during unscheduled maintenance events.