Elevating Customer Experience: A Deep Dive into Flight Schedule Pro's CX Team

At Flight Schedule Pro, we understand the importance of promptly resolving challenges for our customers. That's why our US-based customer experience team, comprised of aviation industry professionals, is dedicated to understanding our customers' needs and ensuring their problems are swiftly addressed.

Equipped to tackle all the challenges your school may encounter, Flight Schedule Pro's customer experience team includes implementation specialists, customer success managers, and a team of dedicated support personnel. Serving as the frontline representatives of Flight Schedule Pro, these crew members play a pivotal role in welcoming new flight operations into our community and continuing to serve our long-time clients. 

"Empowered by expertise and driven by dedication, our Customer Experience team at Flight Schedule Pro stands ready to navigate every challenge your school may face. From seamless implementation to ongoing support, we're here to ensure your journey with us is smooth and successful." - Corey Knop, VP of CX

With a wealth of experience in Part 141 and Part 61 operations, our team intimately understands the challenges faced by operators in the aviation industry. More than 25% of Flight Schedule Pro employees are pilots, pilots in training, or former flight school operators, which means you get tailored recommendations on how FSP streamlines administrative tasks, optimizes aircraft utilization, and provides visibility into pilot progression, ultimately empowering operators to achieve their business goals more effectively.

Flight Schedule Pro’s Client Satisfaction Metrics:

• Average First Response Time in 2024: 21 minutes
• CSAT Score: 4.6
• NPS (Net Promoter Score): 58 (considered great, as scores between 30-70 are excellent)
• Client Retention: 98%

These metrics underscore Flight Schedule Pro's commitment to delivering exceptional customer experiences. With a median response time of under 1 hour, clients can rely on prompt assistance, especially in the fast-paced aviation industry. The impressive CSAT score of 4.6 reflects the high level of satisfaction among our clients, while a Net Promoter Score (NPS) of 58 showcases our willingness to recommend our services. Furthermore, Flight Schedule Pro’s exceptional client retention rate of 98% underscores the long-term value and trust we foster with our clients. Every client is unique, and so are their needs. Our crew takes a personalized approach, tailoring solutions and recommendations to suit each client's specific requirements and goals.

Implementing a complete flight training operation solution requires not only the tech but also the people behind the product. Building strong relationships with our clients is a priority for us. Our team engages in proactive communication, reaching out to customers with updates, tips, and resources to optimize their use of Flight Schedule Pro and maximize their flight school success. 

Once an operation purchases the Flight Schedule Pro solution, an onboarding plan is developed. The implementation plan takes into consideration the size of the organization, processes currently in place, and best practices to manage the change. Customer onboarding is divided into 4 stages:

1. Kickoff
2. Configuration
3. User Training
4. Go Live

For detailed insights into your implementation experience, explore further information here.

After completing the implementation process, the journey unfolds. Upon joining Flight Schedule Pro, clients gain access to our dedicated customer success team. This team provides support in strategic planning, goal setting, best practices, recommendations, and addresses any subscription-related matters.

Flight Schedule Pro is dedicated to continuous advancement and improvement. We actively listen to feedback from clients through support tickets and recommendations, incorporating their insights to enhance our platform and services. Additionally, we maintain a Customer Advisory Board that meets quarterly, providing a platform for direct collaboration and feedback between our team and key stakeholders. This collaborative approach ensures that Flight Schedule Pro remains at the forefront of innovation, consistently meeting the evolving needs of our clients and the aviation industry as a whole.

Interested in connecting with our Customer Experience or Support? We’re available via phone Monday through Friday from 9am - 5pm CT at 866-391-8324, send our team an email here, or if you have a specific question/ need steps on how to complete an action, there’s tons of knowledge and help articles here.