Enhancing Flight Crew Customer Service
Through Wireless Technology
NetJets was already ahead of the curve when it came to writing wireless
applications for BlackBerry®. In 1999, they built their own application to allow
their pilots to access flight management system data on the RIM 950 Wireless
Handheld™. As device technology evolved, they realized they needed to rewrite
the application to take advantage of larger, color screens and web and Java
technologies.
In 2004, NetJets partnered with Mirifex – a business management and technology
consulting firm – and updated the architecture of their custom application
to leverage the benefits of the BlackBerry Enterprise Server™, adding new
functionality and streamlining processes for flight crews. In spring of 2005, they
began the process of migrating 2300 crew members to new BlackBerry devices.
Today, flight crews have been given enhanced tools that assist them in their
mandate to provide superior customer service. Some of the results include:
• Enhanced functionality on devices gave flight crews more efficient ways
of managing flights
• Multi-function devices enabled communications via voice as well as data
for all crew members
• Simplified flight reporting resulted in reduced paperwork and phone calls
• Streamlined reports assisted billing cycle and customer service
• Automated maintenance reports streamlined the repair process
• Wireless customer satisfaction reporting enabled the company to get
quicker feedback on their service
• A development platform and internal expertise can be leveraged for
additional benefit in the future
Industry
Aviation
Email Platform
Microsoft® Exchange
Applications Deployed
CrewComm – Custom Crew Communications System
Situation
NetJets crew members used BlackBerry devices
to communicate about flight schedules and
customer needs. A planned migration to new
BlackBerry devices offered the opportunity to
upgrade their flight management application for
2,300 users.
Organization Profile
NetJets, a Berkshire Hathaway