Customer support: anytime, anywhere
Our military aircraft help defend a number of different countries around the world, while our business aircraft enhance corporate efficiency. These are crucial long-term challenges. Our support solutions are sound, efficient and tailored to the specific requirements of each user.
We support a thousand military aircraft and more than 2,100 Falcon business jets in some 80 countries. Whether civil or military aircraft, our proactive focus is the same: reducing costs, improving dispatch reliability and delivering targeted, local services. We support our customers day after day, today and far into the future, by maintaining the tools and expertise needed to service our planes over the decades of their operating lives.
The 3DExperience platform ensures digital continuity from design and production to support. The development of our new support packages is based on software modules shared between Falcon and military aircraft support. New services intended for flight crews are also developed according to our dual civil/military capabilities.
Our big data approach to support, based on Dassault Systèmes’ Exalead technology, allows us to share all data concerning the service lives of our aircraft. Using contextual visualization or dynamic dashboards, it allows cross-functional analyses and predictive maintenance models. The digital twin approach, which compares the actual aircraft’s performance to its digital model, further increases our forecasting ability.
Custom-tailored military support
Photo Gallery In May 2019, Dassault Aviation was awarded the vertically-integrated Ravel operational support contract for the period 2019-2029. Ravel henceforth places almost all equipment and systems (excluding engines) under the control of the aircraft manufacturer, as is the case for exports, thus optimizing aircraft dispatch reliability. Management of support operations will be carried out using a support management information system and a big data platform.
Top-notch Falcon customer service
The exceptional quality of our customer service has been rewarded this year with first place in the Aviation International News (AIN) and ProPilot surveys, which are the benchmarks in this area. In particular, AIN ranked Dassault Aviation first for parts availability, spare parts costs, responsiveness in terms of aircraft on ground (AOG) events, as well as for overall aircraft reliability. ProPilot ranks us first for spare parts availability and satisfaction in terms of Falcon maintenance.
Falcon support, ever closer to the customer
Photo Gallery Our strategy of developing Falcon support and of enhancing the customer experience has been further reinforced with the acquisition of the maintenance, repair and overhaul (MRO) businesses of ExecuJet, TAG Aviation (in Europe) and Ruag, which were announced in early 2019. These entities bolster our presence in the Asia-Pacific, Europe, Africa and the Middle East, by adding 17 new service center locations.
In France, following the ramp-up of the new Dassault Falcon Service (DFS) facility in Mérignac, which can handle up to six Falcon 8X class aircraft, the modernization of DFS facilities at Le Bourget will improve our MRO capacity for the Falcon 7X and 8X.
A new distribution center near Roissy-Charles-de-Gaulle airport will help improve the efficiency of FalconResponse, our 24/7 AOG assistance service.