Rolls-Royce Launches New Customer Care Strategy With Opening of 1st Customer Service Centre for Civil Large Engines

Rolls-Royce has launched a new strategic approach to customer care with the opening of the first of a network of Customer Service Centres for civil large engines.

The first of the centres, officially opened today in Singapore, will support all airline customers across the Asia Pacific region. This is part of a strategy to further improve Rolls-Royce customer care by bringing its people closer to its customers.

Rolls-Royce will now support airline customers through five Customer Regional Teams serving Asia Pacific, Americas, Europe, Greater China, and Middle East and Africa. The new Customer Service Centres will strengthen the local capabilities of these teams in their regions. A sixth Lessors team will serve leasing company customers across the world.

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Dominic Horwood, Rolls-Royce, Chief Customer Officer - Civil Large Engines, said: "Rolls-Royce is committed to delivering excellence in our services, really caring for our customers, understanding their needs better, and being ever more responsive. Today is the beginning of a global journey to get closer to our customers and to do more work in the regions where they operate."

The Customer Service Centres will deliver enhanced engineering capability with delegated European Aviation Safety Agency authority. They will co-ordinate operational planning, deliver innovative data services, support sales campaigns and lead customer account management. They will also act as hubs for Rolls-Royce Airline Support Teams based at major airport locations across each region.

The Customer Service Centre - Singapore covers the Asia Pacific region that accounts for 20% of Rolls-Royce civil large engines in service around the world. By the end of 2015, more than 50 people will be employed at the centre, which will be based within the existing 65,000 square-metre Rolls-Royce site at Seletar, one of the largest aerospace facilities in Singapore.

Rolls-Royce and its joint venture partners employ more than 2,500 people in Singapore. The company is a major player in the country's aerospace industry, accounting for some 15 per cent of the country's aerospace output.

Source: Rolls Royce
Date: Feb 3, 2015