Further to the launch of TASSC at the end of 2007, and further to feedback received from our airline and MRO customers worldwide, Messier-Dowty is implementing a number of enhancements to the services on offer :
- Regional TASSC support with dedicated contact points
- Improved AOG support service with dedicated phone line
- Web access spares portal for all routine stock, price and spares order tracking
- New 2009 catalogues download direct from our website
MDTASSC phone contacts are unchanged and as shown - however from January 2009, all routine spares and technical calls will be received and managed by MD teams located at TASSC regional support offices based in Europe (Velizy, Paris), the Americas (Toronto) and Asia-Pacific (Singapore) in order to provide the maximum support within the same time zones as our customers. In addition, each regional centre has a new and specific email address for regional routine queries.
AOG Support
The TASSC phone service has been enhanced with a specific AOG option that is directed to dedicated Messier-Dowty personnel when a spare is required in an emergency situation for an aircraft prevented from return to service. In addition there is a new global AOG email address for follow up of all AOG phone calls aogtassc@messier-dowty.com. AOG calls and emails will be automatically routed around the world to a current active regional office to ensure Messier-Dowty is dealing with your emergency - 24/7. Please ensure that your use of this service is for AOG only - when an aircraft is grounded.
CRMT for TASSC - Customer Relationship Management Tool
Implemented in June 2008, the front office of Messier-Dowty, TASSC, is now operating with a new management system linked to the back-office support teams. The system is networked to warehouses, spares provisioning teams, technical support teams, technical publication teams, repair concession teams and our CSM network - all aimed at increasing the efficiency of technical, logistic and commercial support to our customers through a live knowledge base.
Key areas of management focus will be warranty adjudication and quality queries improved response time, technical product and documentation queries, technical event management and repair concessions support.
In 2009, our performance reporting will provide regular KPI measures to our customers on all these aspects in addition to our routine performance reports on spares and repair concession deliveries.