Flight/Ground Ops, Crewing and Dispatch A forum for the people who are engaged in operational control/flight dispatch/crewing and their colleagues airside in ramp dispatch, load control and ground handling, to discuss issues directly related to keeping their aircrew and aircraft operational.

CFMU E-Helpdesk

Old 7th Feb 2011, 13:20
  #1 (permalink)  

Time merchant
Thread Starter
 
Join Date: Sep 2001
Location: Belgium
Posts: 352
CFMU E-Helpdesk

A replacement to the current CFMU telephone Helpdesk has been developed. It is called the E-Helpdesk..

From 22nd June ALL aircraft operators and flight handling agents will have access to the service

The telephone Helpdesk service will be reduced from Tuesday 29th June.

All aircraft operators and handling agents should take steps now to transfer their Helpdesk queries to this new system. There will be delays in responding to telephone queries from Tuesday 29th June.

The E-Helpdesk is accessed through the protected NOP portal. ALL AIRCRAFT OPERATORS AND FLIGHT HANDLING AGENTS HOLDING SECURE ACCESS TOKENS WILL AUTOMATICALLY BE GIVEN ACCESS TO THE E-HELPDESK FROM 23/06/11.

A short training package is available at: \\cfmufs01\group\OPSD\Support\TC\internal_user_guides\CFMU_E-Helpdesk\cfmu_ehelpdesk_viewlet_swf.html
The system is very easy to use and it will take no more than 20 minutes for your staff to follow the tutorials.

Furthermore, pls be informed that the E-Helpdesk works best with Mozilla Firefox! It does work with Internet Explorer but there have been occasional reliability problems with IE8. Firefox has been problem free.

Thanks,
flowman

Last edited by flowman; 6th Jul 2011 at 12:07. Reason: New training package link
flowman is offline  
Old 7th Feb 2011, 18:27
  #2 (permalink)  
 
Join Date: Jan 2002
Location: Wherever my current employers wish to send me !!
Posts: 718
We've been using it for a couple of months, now, and TBH have noticed an improvement in the service received from CFMU.

I still call for very urgent improvement issues, but the less time I can spen on the phone to CFMU, the more time I can actually spend on flight planning issues...and when you use LIDO, that means a lot of time !
Thanks CFMU !
Little Blue is offline  
Old 8th Feb 2011, 15:00
  #3 (permalink)  

Time merchant
Thread Starter
 
Join Date: Sep 2001
Location: Belgium
Posts: 352
Thanks Little Blue,
We are trying everything to keep the response times as low as possible so good to see you have noticed a difference.
flowman
flowman is offline  
Old 26th Nov 2011, 13:44
  #4 (permalink)  

Time merchant
Thread Starter
 
Join Date: Sep 2001
Location: Belgium
Posts: 352
Figures just in :

So far this year the E-Helpdesk has handled 144,000 queries

Average response time for all of those queries is 160 seconds (from sending request to receiving response).

The peak number of E-Helpdesk queries in one day was 1378 (4th September)

I would like to thank the mods for their support. With the help of PPRuNe the E-Helpdesk can now be considered as an operational success. We have received lots of positive feedback from the airlines and I would like to thank them for their support

Further enhancements are planned to be ready for next summer when we will improve response times and increase our ability to deal with a higher number of queries.

I think we can now unsticky this thread.

Thanks,
flowman
flowman is offline  

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Thread Tools
Search this Thread

Contact Us - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service - Do Not Sell My Personal Information

Copyright 2018 MH Sub I, LLC dba Internet Brands. All rights reserved. Use of this site indicates your consent to the Terms of Use.