Sikorsky uses analytics for customer care

Share this content:

In a loyalty-building effort, Sikorsky Aircraft Corp. has tapped SPSS Inc. to provide predictive analytics software.

Sikorsky designs and manufactures helicopters that are used by the US armed forces and other military services, as well as commercial craft operators. As part of its CRM efforts, Sikorsky offers maintenance assurance programs, including the Total Assurance Program, which covers up to 98% of costs for parts and services. To enhance these efforts, the helicopter manufacturer will utilize SPSS Predictive Analytics software to help identify and predict maintenance issues.

“SPSS is one of the few applications where you can integrate all structured and all unstructured data,” said Richard Hren, director of product marketing at SPSS. “So clients can take advantage of softer data that's sitting around in mail, e-mail and jottings on pieces of paper. That was Sikorsky's problem — they have transactional data and also softer data, and they needed a set of applications and tools that can affect all the data in one place.”

SPSS' text and data mining software and enterprise analytics platform will allow Sikorsky to analyze data from the aircraft health and usage monitoring system and flight maintenance records. The SPSS system works with structured data and, through text mining, unstructured data. When combined, these data should show the company the relationship between aircraft use and maintenance and the parts needed, allowing Sikorsky to be more proactive in its customer service.

Sikorsky declined to comment for this story.



Next Article in Marketing Automation

Sign up to our newsletters

Company of the Week

Brightcove is the world's leading video platform. The most innovative and respected brands confidently rely on Brightcove to solve their most demanding communication challenges because of the unmatched performance and flexibility of our platform, our global scale and reliability, and our award-winning service. With thousands of customers and an industry-leading suite of cloud video products, Brightcove enables customers to drive compelling business results.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above