CRM (Customer Relationship Management)
CRM (Customer Relationship Management)
Optimizing MRO customer experience with advanced CRM systems, providing personalized service, streamlined communication, and enhanced client satisfaction at every touchpoint
Typically includes features such as contact management, sales automation, lead management, customer service and support
Enable businesses to centralize customer data, track customer interactions, and gain insights into customer behavior and preferences
Improved Customer Relationships
Enhanced Sales & Marketing
Increased Efficiency & Productivity
Data Management & Analysis
Collaboration & Communication
Customer Service & Support
Features
Easy access for customers to their maintenance records, service reports, and compliance documentation
Manage targeted marketing campaigns, emails, promotional offers, and personalized communications
Track sales opportunities, quotes, and conversions to improve business development and customer acquisition strategies
Real-time communication with customers
Multi-channel Support
Facing any of these Challenges?
Pain Points
Ad Hoc Work Dependency:
Many MROs rely heavily on ad hoc work from brokers, airlines, other MROs, and OEMs. Securing contracts with these entities would provide MROs with a stable level of business and enhance their ability to forecast inflow, manpower needs, and inventory requirements more accurately, reducing uncertainties and improving operational planning.
Solutions
Develop a comprehensive Sales and Marketing strategy to actively pursue long-term contracts and agreements with airlines, MROs, brokers, and OEMs. Create tailored service packages and pricing structures to attract and retain these entities as long-term partners, reducing dependency on ad hoc work. Aggregate analytics on ad hoc work to deliver a strategy that turns ad hoc into contracted inflow.
Obsolete Capabilities or None-Reflective of Industry Trends:
MROs often struggle with capabilities lists that become obsolete, do not align with industry trends, or are excessively reliant on specific customers rather than profitability.
MROs should focus on the 80/20 rule when designing their product roadmap. Delivering capabilities that they are most renowned for in terms of quality, turnaround time and performance. Converting them into Centres of Excellence, where capabilities are dependent on maximizing profit per square foot, prioritizing services that best align with the MRO's core competencies. MROs must also adapt to changing market demands and ensure their services remain relevant and competitive.