QiO helps Rolls-Royce improve MRO and warranty resolution times.


Rolls-Royce's service partner network consists of over 70 Authorised Service Centres globally. These centres are responsible for the maintenance, repair and operation (MRO) of 9,500 aircraft in operation. The service and transaction volume at these Authorised Service Centres is extremely high, with thousands of part and work orders, repairs and invoice approvals. Existing maintenance processes were largely manual with the use of email and phone calls as the primary tools for management and collaboration. This workflow resulted in many open user cases, which was impacting the customer experience.

Rolls-Royce selected QiO based on QiO's innovative technology, ability to work quickly and teaming approach. In less than 15 weeks, QiO and Rolls-Royce engineers designed, developed and deployed a cloud and mobile-first application. Over 25 people from 5 different countries worked as one team, using lean start-up principles and an agile software development methodology to consolidate data from multiple sources including SAP and IBM Maximo. This fully-integrated application provided Authorised Service Centre users with access to real-time warranty and maintenance information.

Today, over 70 Rolls-Royce Authorised Service Centres access the application every day. The application has streamlined existing processes, reduced processing times, simplified communication and enabled Rolls-Royce's service partner to handle an even greater volume of transactions. Cases that would have taken six weeks to complete can now be dealt with in less than an hour.

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Question

How can we improve employee productivity, service turn-around times and, ultimately, customer satisfaction?

Insights

QiO Foresight Service

Outcomes

  • Reduced service cycle time from 6 weeks to 2 hours

  • Streamlined warranty & repair approval processes

  • Reduced processing times

  • Simplified communication between Rolls-Royce and its partners


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