Expediting AOG response with a new Digital Dispatch Solution

Here at Bombardier, we are always looking for ways to elevate our service delivery. This month, I am excited to share that we’ve begun rolling out our new Digital Dispatch Solution—and it is already helping our team deliver a faster, more efficient AOG response! 

The new system streamlines communications between customers, dispatchers and maintenance technicians. It enables Bombardier’s Customer Response Centre (CRC) to maximize resources by quickly identifying and assigning a factory-trained technician to deliver on-site support.  

Integrated with Bombardier’s Customer Resource Management system, the Digital Dispatch Solution leverages geo-location technology to provide global, real-time technician visibility. Available technicians appear as green icons on a map; once assigned to an event, their status changes to different colours that depict the progress of each job—ensuring efficient resource allocation and greater transparency. 

Phase One—already live and in place—involves Bombardier Mobile Response Teams (MRTs) in the U.S. and Europe, as well as Unscheduled Maintenance Teams (UMTs) at Bombardier Service Centres in London Biggin Hill and Dallas. This initial rollout includes 115 technicians, 45 dispatchers and 15 management staff. 

The CRC team has been developing this solution for two years now, and I am confident that it will be a game changer. Training is now underway, with the goal of integrating all Bombardier business units by Q2 2026.  

Upcoming enhancements to the Digital Dispatch Solution will include technician-dispatch chat functionality, push notifications for incoming service calls, and customer-facing visibility of technician availability and job progress. 

Bombardier is harnessing cutting-edge technology to create a smoother, more transparent service delivery experience for our valued customers.  

Our new Digital Dispatch Solution is paving the way for accelerated AOG and unscheduled maintenance support, elevating the customer experience and demonstrating Bombardier’s leadership in business aviation service delivery. 

As always, thank you for your support. 

Sincerely, 
André Poulin 
Director, Bombardier Customer Response Centre (CRC)