Customer Order Desks on combined mission

The creation of Satair Group in 2014 as the leading global aftermarket organisation working through two business channels is well documented.

United under one global organisation, the two channels – Satair and Airbus – operate side by side on a common mission – to provide excellence in service and support for customers’ material requirements, whatever they may be.

A key element of both channels’ business structures are the Customer Order Desks (COD), which are set up in different ways to handle customer requirements.

The Airbus channel handles not just spares orders but, as an OEM, also delivers AOG support, technical advice, modification kit expertise, retrofits, analysis, engineering support and much more. It operates through three desks - Inflight, Heavy Maintenance and AOG desk.

By contrast the Satair COD channel is engaged in order fulfilment and AOG but does not provide technical advice and engineering support. Working in an intensely competitive market, and dealing with more than 2500 customers, this channel has dedicated Single Points of Contact dealing with customer requests, providing quotations, proposal follow-ups, order processing and closing. The emphasis here is on agility and highly personal, rapid service.

Both COD channels received strong marks in the 2014 Customer Satisfaction Improvement Programme annual survey -a tribute to the specialists who deal proficiently daily with customers to meet their aftermarket requirements.

Both sets of CODs are increasingly working together to collaborate on best practices to further improve performance and customer service.

Lars V. Olesen, Head of Satair Customer Order Desk, explained that staff exchanges between the two channels are commonplace with the goal of optimising and streamlining performance to get the best of both channels.

He added: “We also have a weekly BOB (‘Best of Both’) meeting between both channels process owners. Best practices that are identified are put forward in ‘decision papers’ to senior management for consideration and implementation. We also review outstanding actions to ensure that progress is made.”

Both COD channels are part of a global team to support critical customer needs with a high sense of urgency and a real ‘can-do’ attitude.

More recently, the teams held a workshop to create a new combined COD global brochure. The resulting brochure has a generic Satair Group overall message with inserts and contact details appropriate to the different CODs for use with their customers.

Lars adds: “The message to our customers is clear. Continue to contact who you already know. Although the two channels remain separate for now, we are united under one organisation with one mission. We work together where it makes sense and are constantly looking to improve together.“