Customer Support

Introduction

Fernando BARRAGAO
VP Customer Care Center
and Technical Support
 FLEET OVERVIEW
EVOLUTION SINCE LAST CONFERENCE
IN-SERVICE A/C

FLEET SIZE BY A/C MODEL

1181 30+
1042 125
ATR72-600
354
28.3
10 30 26.9
ATR42-600

25.5
357 ATR72-500
353

FC 27.1
126 125 25.6
Today
ATR42-500

24.2 2015
157 140
FH
ATR72-500 22.9 2014

2013
210 179 CUMULATED HOURS AND FLIGHTS
2013 ATR42-200
2016 [IN MILLIONS]
 FLEET OVERVIEW
WORLD DISTRIBUTION

315 A/C
47 Operators
93 A/C
15 Op.

363 A/C
61 Operators

83 A/C
22 Op.

170 A/C
27 Op.
73
A/C
9 Op.

99.61%
Outstanding Dispatch Reliability Performance
ATR World Fleet Data – as of December 2016
FLEET OVERVIEW
NEW OPERATORS SINCE LAST CONFERENCE
Regional support for regional aircraft

NBR
ATR CENTER REQUESTS
TOULOUSE 8500
SINGAPORE 2500
BANGALORE 430
MIAMI 1300

TOTAL 12730
Customer Care Coordination Center (C4)

OBJECTIVES :
 Single channel for Customer Requests
 Facilitate communication
 Provide specialist assessment of in-service situation
 Promote complete solutions
 ATRactive to access all e-Services
www.atractive.com
Strip Reports
No limitation on
number of users Free Access
TPS
e-Spares

Order Follow Up Information ( AOM, OIM, FOIM,…)

Request Management
Fleet Data – AWARE

News, Events
Catalogue
Services RIL
Reliable with
24/7/365 service
availability
ATR|Doc Warranty Management
TalkAbout
 Request ATR and My Requests Status

REQUESTS MANAGEMENT

sole mean to request ATR

Creates unique ID Request details

Send Acknowledgment Final answer
Efficient processing

Create Register Channel Process Follow Answer

Simple Directly adress to Requests Follow up
Few fields to fill up the right Service ‘My Request status’
 Recent ATRactive improvements
JOIN US
AT OUR BOOTH FOR
MORE INFORMATION !
Training
[email protected] Contact us and Webex & training session
support planned for new users

More
Faster access and Rebranded content, Training and safety new module, GSE
visual improvement Portal catalog, RIL, FOIM, VSIP, TPS…
Library
update

But still number of potential users to join …

More More news Regular news
ATRactive Administrator = key contact to ATRactive and events
users (Alert me)
grant access
PAGE 9
 Summary

• « Follow the sun » concept for 24/7/365 support

• New organization with reinforced team

• New Tools & e-Services developed

 Technical Support - Agenda

Starting from now … Fleet & Technical Management Session

• Summary of Top Fleet Issues (TFI)

• Static Inverter
• Air
To be continued tomorrow
Cycle Machine (ACM) AM with Maintenance Costs & Preparing the Future
• Propeller blades
• Engine
• Airframe corrosion
• Horizontal Stabilizer Leading Edges Interchangeability

+ Workshops (optional) ! Landing Gear + Doors installation and adjustement