Story ID: 391
Textron Upgrades Warranty Claims Website
By: Samantha Cartaino
Caption: Providing a simple experience for customers, the website’s upgrades include improvements on claims processing and post-purchase support.
Word Count: 200
Textron Aviation (Static SD14, Booth V19)  launched its upgraded warranty claims processing website (http://claims.txtav.com) at its 2018 Customer Conference in Wichita, Kansas, earlier this month. Designed to provide a simple experience for customers, the website’s upgrades include improved claims processing and post-purchase support.

Textron worked with a board of 14 members—among them directors of maintenance, owner-operators, international customers, and representatives from aircraft management companies and flight departments—to develop the site upgrade. “Working hand-in-hand with our customer advisory board over the span of several months, we worked to ensure we fully understood customer needs and priorities when interacting with the claims-processing site,” said Kriya Shortt, senior vice president of customer service. “And I’m thrilled with the result: a streamlined, intuitive site that equips customers with the tools to more efficiently and easily submit their claims."

The website features improvements on streamlining claims processing and post-purchase customer support. Textron removed charges on rotable parts for overhaul, which reduces unexpected charges for the customer. Additionally, customers who pay in advance and make core deposits with a credit card can automatically receive a deposit refund after the claim has been settled.
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