A new internal communications app developed by Duncan Aviation is expected to speed the Lincoln, Nebraska-based MRO provider’s response to requests for AOG service. The new app makes it possible for the company to issue a multi-point pledge to AOG customers.
That pledge includes AOG customers hearing from a Duncan Rapid Response Team (RRT) member by phone within 30 minutes of requesting the service; follow-up communication regarding labor availability and logistic planning within an hour; and a Duncan team on site within 24 hours, pending agreements and approvals.
Calls coming through Duncan’s published AOG number are answered by a team trained to quickly identify the problem and route the information to the appropriate RRT, based on whether the AOG involves airframe, avionics, or engine, as well as the location of the aircraft. “Being able to stand behind this promise with confidence began when we changed the way our teams communicated with each other,” said Duncan v-p of aircraft services Kasey Harwick. “We got together with our talented IT department to develop an internal communications app that facilitates getting an AOG customer to the right team as quickly as possible.”
Duncan has more than 175 airframe, engine, and avionics technicians located throughout its 30 satellite locations in the U.S. and three full-service MROs in Lincoln; Battle Creek, Michigan; and Provo, Utah.