A global customer service ecosystem: closer to the customer
As travel in Asia continues to grow, it’s becoming more and more important for Rolls-Royce to be closer to its customers.
In February 2015 we opened the Customer Service Centre – Singapore to support all of our airline customers in the Asia Pacific region; a region that accounts for 20% of Rolls-Royce civil large engines in service around the world. The team of more than 50 deliver engineering support, operational planning, innovative data services and all areas of account management.
Being based in Singapore has enabled our customer service team to react and provide solutions for customers in their own time zone. Deploying engineering support within hours when it’s required and working round the clock with our team in the UK means customers are seeing up to 18 hours of continual service. It’s helped us to strengthen our customer relationships and develop a greater understanding of their needs.
As more Customer Service Centres open globally and data makes engine health monitoring ever more sophisticated, Ewen McDonald, looks forward to a global customer service ecosystem.