Service Requests Gain Speed on Customer Portal

By Pratt & Whitney Customer Service

Our in-house experts explain how P&WC is leveraging the latest digital technologies to automate processes and make doing business faster and easier.

DAA Letters, Emi Evaluation Test and More

P&WC is using its portal to make a number of engineering services more visible to customers, offering access to information through an online “storefront.”

Patrick Ducharme, Senior Manager, Business Development, Aftermarket Services, explained that in the past, customers dealing with in-service situations might not have been aware of the existence of these services. "We created the online storefront to facilitate access to our expertise and global presence to allow them to receive rapid support with minimum effort on their part.”

Maintenance deviation letters, otherwise known as DAA letters from Customer Engineering are a typical engineering service accessed through the storefront. These grant an operator the ability to receive additional maintenance recommendations for situations in service that have been reviewed and approved by P&WC Customer Engineering.

The Electromagnetic Interference evaluation which allows aircraft manufacturers, completion centres and operators to qualify new equipment, is another service provided by P&WC Turboshaft Customer Engineering. When installing certain electronics that could potentially interfere with engine operations, an electromagnetic compatibility qualification might be required through the EMI evaluation.

“This test allows customers to confirm to local aviation authorities that on-board electrical or electronic equipment – such as a defibrillator in the case of an air medical provider – will not interfere with the operation of the engines and is safe to use going forward,” explains Patrick.

To date, the service has mostly been used by helicopter operators in Japan planning to install medical equipment, but through MyP&WC Power, it’s available to any PT6B/C or PW200/210 operators worldwide who need an EMI test and report with P&WC’s seal of approval.

Eda Requests Standardized

The storefront also provides immediate access to Electronic Data Analysis requests. Through this service, PW300/PW500/PW600 customers can send data downloaded from an engine's ground-based software to P&WC and receive a detailed report about the engine's condition.

“A customer might elect to leverage this when doing a pre-purchase inspection for a used aircraft along with a borescope inspection,” says Patrick.

We can tell buyers whether an engine is okay and give them peace of mind before making a major investment. Customers often elect to do it themselves, but with this service, they benefit from the OEM’s stamp and expertise.


Another engineering service available through MyP&WC Power includes Request for Evaluation, aimed at P&WC’s network of Designated Overhaul Facilities for engineering disposition for a damaged part during a hot section inspection or an overhaul. Finally, Engine-Related Requests provide assistance to customers on engine historical information such as log book recreation at the time of production, replacement log book contents, verification and confirmation of the serialized component list plus a whole lot more.

In the past, the process for accessing, invoicing and paying for Engineering Services was cumbersome and differed from one service to the next. Now we have leveraged the functionalities of MyP&WC Power to standardize and automate the process.


Automated Maintenance Work Approvals for ESPTM

“Our portal enhancements have allowed us to automate and expedite many transactions. Rather than spending our time reviewing what would often be straightforward requests, we can let the system handle them and spend our time where it counts, managing more complex customer requirements,” Jason Di Cesar, Manager, Customer Services, explained to Airtime.

Requesting ESP coverage for on-wing maintenance, such as incorporating a service bulletin or switching out a Line Replaceable Unit, has now become more automated. As a result, speeding up the turnaround time makes it easier for our customers to plan their shop visits and optimize aircraft availability. They can also track the status of requests or view past requests online.

Customers are more empowered. Wherever they are in the world, whatever time of day or night, they can simply go online and submit a request. They now have more control over the process.


Online workflows where customers enter information have been revamped for maximum ease of use with drop-down menus and pre-filled selections once a contract number or engine serial number is entered. Data already in the system automatically fills those fields.

To take advantage of the new, streamlined processes, customers can simply log into MyP&WC Power. Check out our Airtime article about MyP&WC Power for more on how P&WC is using technology to enhance customer service delivery.