Viking Air needed an efficient non-paper based process for tracking owners, along with aircraft and the individual parts required to maintain full functionality. They lacked an effective assessment tool, accessible by everyone, to help them determine whether they were meeting their stated performance standards for their Sales Level Agreements (SLAs) offered on aircraft servicing and parts replacement.
Maximizer CRM was initially deployed to track parts, future projects and resource availability. Maximizer’s core Opportunity module was used track future projects and resource availability; the Customer Service module was used to track repairs; the Address Book capabilities were used to track owner relationships. To connect the dots, the Maximizer Professional Services team created customized interface with Microsoft Project to link owners and repair projects.
“We implemented Maximizer about a year ago in our Technical Support organization and it has given us the visibility we desperately lacked. We use it to track customer requests and monitor workloads and backlog. Maximizer dashboards make it easy to monitor the workload going through the group and identify negative trends in performance so that they can be addressed. The success of Maximizer implementation in Technical Support has led to its spread into other parts of our organization such as Entry Into Service and Aftermarket Sales, both of which are starting to enjoy its benefits.” says Stanko Paleksic, P.Eng, Manager of Fleet Technical Support.
Viking Air has been the exclusive manufacturer and distributor of spare parts for the global fleet of de Havilland legacy DHC-1 through DHC-7 aircraft, including the well-known Beaver and Otter workhorses used in rugged conditions where short take-off and landing restrictions are the norm, for over 30 years. Viking also manufactures, sells and delivers the best-selling next generation turboprop aircraft in its class – the Series 400 Twin Otter, to 27 countries worldwide.