Customer Portal
Enhance customer experience in MRO with Customer Portal tools, offering real-time service updates, transparency, and seamless communication, all at your fingertips
- Allows customers to access and interact with various services, information, and resources provided by a business or organization
- Enables customers to perform a range of tasks and access information related to their interactions with the company as a self-service tool
Benefits
- Account Management
- Order Tracking
- Workflow Automation
- Support & Help
- Ressources
- Enhanced Communication
- Improved Efficiency
Features
- Customers can track progress in real-time
- Manage service requests, schedule tasks, and view service histories
- View, download, pay invoices, and access billing history and payment status
- Integrated messaging or chat functions for direct communication with service representatives and technicians
- Sends automated notifications and alerts
- Facilitates collection of feedback to continually improve service quality
- Seamless integration with other systems like CRM, ERP, or internal MRO management systems
Facing any of these Challenges?
Pain Points
Limited Real-Time Repair Status Visibility for Customers
MROs face challenges providing customers with real-time visibility into the status of their repairs. This limitation results in communication gaps and customer dissatisfaction. Some customers may even require the MRO to manually make status updates directly in their systems, which is a time-consuming process that adds complexity to the MRO and impacts overall service quality.
Challenges in Creating a Seamless Customer Journey and White Glove Treatment
MROs struggle to provide a seamless customer journey and deliver a white glove treatment consistently. This results in fragmented customer experiences, impacting overall satisfaction and the MRO's ability to build lasting, positive relationships with loyal customers.
Tedious Email Notifications and Manual Updates
MROs often rely on tedious email notifications sent to customers for various purposes, including quote revisions, approvals, repair status updates, and units shipped. This email-based communication approach can lead to communication overload and potential miscommunication. Relying on manual email updates from the customer service team can be time-consuming and prone to errors, impacting the overall efficiency and accuracy of customer communications.
Solutions
Implement a Real-Time Repair Status Portal accessible to customers, providing transparency into repair progress, milestones, and estimated completion times. Integrate this portal with the MRO's system to ensure automatic updates and reduce manual intervention.
Implement a Customer Portal to provide real-time visibility into work statuses with customers. Design the Digital Twin of the operations, to create a 360-degree view of each customer's journey, from receiving to shipping. Use AI-driven insights to personalize interactions, proactively address issues, and ensure a seamless and consistent white glove treatment.
Implement an Automated Customer Communication System that offers personalized notifications and updates through preferred channels, along with real-time repair status, providing transparency into repair progress, milestones, and estimated completion times. Integrate this system with the MRO's internal processes, reducing reliance on manual email notifications and ensuring efficient, accurate, and timely customer communication.
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