8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 1/7

CRM PRESENTATION ONFOKKER SERVICES

PRESENTED BY:

Abhishek Saxena

Arjun Chauhan

Namita Kapoor

Sambit Padhan

Saumya Chaturvedi

Vivek Singh

Vivek Vikas Rai

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 2/7

INTRODUCTION

Fokker was a Dutch aircraft manufacturer named after itsfounder, Anthony Fokker.

The company operated under several different names,starting out in 1912 in Germany, moving to the Netherlandsin 1919.

During its most successful period in the 1920s and 1930s, it

dominated the civil aviation market. Fokker went into bankruptcy in 1996, and its operations

were sold to competitors.

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 3/7

Functioning of the organization

Separate services company meant more customer-centricrather than product and technology dominated organization

Parts sales and lease, maintenance service and technicalexpertise are combined to become a one stop solution

provider to customers Account managers form the top management here whose

attitude is more customer oriented

Customers are divided into two segments:o Customers who focus on modular services (parts, technical

expertise & maintenance)

o Customers who focus on total solutions

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 4/7

CRM SOLUTIONS ABACUS

THE WIN-WIN-WIN CONCEPT:» In this strategy, Fokker services shares its spare stock parts

with its customers. Fokker services takes care of the leasestock, forward exchange & component reconditioning servicesresulting in increased efficiency and cost reduction.

» Online part trading market where customers can buy and sellpre-owned serviceable parts.

» Extranet website www.myfokkerfleet.com helped in defining andaligning customer processes and in return proving exceptionalsource of information for service operators

» Extranet services include tracking and placing orders for spare

parts, providing feedback, knowledge base on technicalexpertise was also provided to customers to solve their specificin-service problems

» Real time information available for both parties to act on issuesand provide immediate solutions

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 5/7

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 6/7

CRM SOLUTIONS (contd.)

Investment in remarketing programmes called Future100 and Future 50 which primarily aimed at increasing

the marketability of Fokker Airplanes

The clients after the implementation of thisprogramme included Germania Airlines, Helvetic

Airways Austrian Airlines

Fokker services also launched www.myfirstfokker.comto offer a full service package to existing customers

that show interest in a total solution.

8/9/2019 Crm Presentation on Fokker

http://slidepdf.com/reader/full/crm-presentation-on-fokker 7/7