Salesforce Service Cloud and Field Service now handle Bombardier's aircraft-on-ground (AOG) response, according to Avi-Go. Bombardier customers expect a grounded jet back in the air within 24 hours.
The Customer Response Center logs and routes AOG cases in Service Cloud. When field support is needed away from a Bombardier hangar, a person in the Maintenance Command Center confirms technician availability and contacts the customer before dispatch, as aviation rules require. Field Service matches technicians by skills, certifications, availability and travel time, and arranges parts, tools and travel, including a charter flight when needed.
Bombardier plans to connect contact center agents to Data 360 for AI-assisted diagnostics at case intake. Avi-Go gave no date for that step.