Rolls-Royce enhances technical publications for business aviation customers

Following a pilot phase, the system will also be offered to airline customers.

The increasing use of digital technology is part of the Rolls-Royce IntelligentEngine vision, supporting the company in pioneering new improvements in customer care.

The new platform, provided by Flatirons Solutions, has been developed considering feedback from Rolls-Royce’s unique Corporate Customer Council (C3), a customer communication forum that jointly shapes the future of business aviation customer support.

Key features of the improved Technical Publications solution include: 

Animated 3D assembly instructions, that are fully synchronised with the associated text descriptions

An upgraded Illustrated Parts Catalogue (IPC) now linked to three-dimensional graphic models to part details, improving user experience

Improved navigation and usability through embedded cross references within documents.

A fully-integrated digital feedback feature complements the package, driving continuous improvement and consolidating a step change in customer satisfaction.

Customer experience and user requirements have been central aspects of the development process. With its responsive design the system has been fully optimised for use on a broad variety of mobile and stationary devices. This ensures accurate and interactive maintenance publications are provided to our growing global customer network, whenever and wherever needed. 

James Prater, vice president customer service - business aviation, said: “Operators and maintainers of Rolls-Royce Business Aviation products value intelligent design and its benefits: robustness, reliability, and smooth operation. We are delighted to introduce our new technical publications in a fashion that is on par with our products. More than merely an overhaul of the old service manuals, we are providing a fresh, modern design which our customers will find to be readily accessible, interactive, and refreshingly intuitive; easing the maintenance process, putting the focus on the next flight and its precious cargo.”