Pratt and Whitney - case study
Reduce Cost
Decrease support call repeat rates, call handling time and on-site travel costs
Increase Uptime
Avoid downtime with faster problem identification and resolution
Improve quality
Provide engaging, real-time service that improves employee and customer satisfaction
Company
Pratt and Whitney Canada is a global leader in aerospace engine design and testing, supplying engines to over 10,000 aircraft operators worldwide. A solution was required to allow the Test Facility Computing team to remotely support staff with software problems at testing facilities all over the world.
The RealVNC remote access software gives Pratt and Whitney robust security features combined with an easy-to-use solution for all of its support needs.
Challenge
Pratt and Whitney Canada (PWC) has 80 test facilities with 400 members of staff that require Test Facility Computing (TFC) assistance. With these test facilities spread across the globe it was impossible for the TFC team to make desk-side visits, therefore a solution was required to enable them to offer remote support to the test facility whenever requested. As engines call for daily testing it was vital that the solution was reliable to keep costly system downtime to a minimum.
Solution
Having evaluated a number of alternatives which did not fully suit its needs, the decision was made to deploy the RealVNC remote access software across all test sites at PWC. With engineers having difficulties with language barriers, time spent addressing problems over the phone was often ineffective.
Using the RealVNC software engineers can remote in, see the problem directly in front of them and provide assistance without needing to visit the machine. VNC also allows more than one user to connect to a computer at any one time, so if one member of the team is unable to fix a problem, another programmer can assist.
In addition, PWC use the RealVNC remote access software on their 747 test planes during test flights. With at least 30 PCs onboard, having to halt testing to locate a problem is disruptive and time consuming. Now staff use the software to view, troubleshoot and resolve issues instantly as they arise.
“RealVNC remote access software is a real game changer. It’s indispensable. ”
Rick Pilley
Group Leader
Future
The RealVNC software has allowed PWC to offer improved remote support to all test engineers resulting in a more efficient workforce and enhanced test facilities.
