Post-Sale & Customer Support AutomationPurpose
1.2. Categorize customer support queries (technical, licensing, warranty, documentation) and assign to appropriate corporate aviation experts.
1.3. Reduce manual triage, standardize communication channels, track SLA compliance, and centralize customer support data for post-sale leadership review.
Trigger Conditions
2.2. Customer selects a request type on self-service portals (“Technical Issue,” “Document Request,” etc.).
2.3. Keywords detected in customer communications (“maintenance,” “warranty,” “logbook”).
2.4. Manual assignment by frontline agent to “escalate” or “assign to team.”
Platform variants
• Feature: Ticket Workflow Automation — Set up “Triggers” to auto-route by tags/subject to aviation expert groups.
• Sample: Trigger → IF subject contains “technical” THEN assign to “Technical Support.”
3.2. Salesforce Service Cloud
• Setting: Case Assignment Rules — Filter by case fields, route to specialized aviation teams.
• Example: Assignment Rule on case type “Documentation” routes to registry team.
3.3. Freshdesk
• Function: Dispatcher Automations — Create rules for category/keyword to assign team.
• Example: IF ticket keyword includes “parts,” assign to Parts Support Group.
3.4. ServiceNow
• Feature: Dynamic Case Routing — Configure “Assignment Groups” for aviation support disciplines.
• Configuration: Route post-sale requests with “aircraft” + “de-icing” to Facilities Team.
3.5. Microsoft Teams
• API: Incoming Webhooks — Send request data to specialized Team channels based on type.
• Example: POST JSON payload with ticket details to “Corporate Technical Support” channel.
3.6. Slack
• Integration: Workflow Builder — Detect form submissions, post details, notify specific aviation teams.
• Sample: Route “warranty” webform to #aircraft-warranty channel via workflow.
3.7. Twilio SMS
• Feature: SMS Gateway & Studio Flows — Route support SMS to relevant escalation team via branching logic.
• Setup: IF SMS body contains “logbook,” forward to registry support handler.
3.8. SendGrid
• API: Inbound Parse Webhook — Parse emails, extract category, dispatch by HTTP endpoint to team mailbox.
• Example: Parse “maintenance” emails, POST to corporate technical mailbox.
3.9. Intercom
• Feature: Custom Bots — Auto-tag chats based on customer’s topic, escalate routing to expert inbox.
• Setup: Bot rule, topic “sales agreement,” assigns chat to Sales Legal Support.
3.10. HubSpot Service Hub
• Setting: Ticket Workflow Automation — Route requests using custom pipeline stage (e.g., “Technical Review”).
• Sample: New “post-sale service” ticket → assign to post-sales team.
3.11. Zoho Desk
• Feature: Assignment Rules — Set logic to transfer aviation requests to specialized teams.
• Example: Tickets with subject “delivery” → Delivery Support group.
3.12. Jira Service Management
• Setting: Automation Rules — Route issues by component label (e.g., “Avionics”) to relevant experts.
• Example: Create issue labeled “avionics,” assign to Engineering.
3.13. Google Workspace
• API: Google Apps Script — Auto-forward filtered emails to group inbox.
• Sample: Script checks for “post-sale support,” forwards to dedicated aircraft team.
3.14. Monday.com
• Automations: Board Automations — Move customer requests to specific boards/groups based on field choices.
• Example: “Warranty Issue” item auto-moves to “Warranty Specialists” group.
3.15. Asana
• Rule: Custom Rules — Upon task creation with specific tag, assign to relevant support project.
• Setup: Task tagged “technical support” → add to Technical queue.
3.16. Trello
• Power-up: Butler Automation — Card with label “registration” moves to Registry Support list plus notification.
• Example: New card “registry question” auto-added to “Registry” list.
3.17. PagerDuty
• Feature: Event Orchestration — Route high-severity aviation incident alerts to specialized on-call group.
• Example: Incident tagged “aircraft grounding” escalates to Response Team.
3.18. Mailgun
• API: Routes — Email matching “@brokerage.com” with subject “support” redirects to support handler endpoint.
• Example: Route “aircraft docs” email to Document Support group.
3.19. Aircall
• Feature: Call Routing Rules — Assign incoming calls about post-sale issues to specified aviation teams.
• Example: IVR - “For technical support, press 2.”
3.20. Kustomer
• Routing: Custom Routing Rules — Analyze conversation for intent, assign to aviation expert group.
• Example: Chat message “need engine logs” → Routing rule → Assign to Documentation Specialists.
Benefits
4.2. Faster resolution, enhanced client satisfaction, and fewer misrouted requests.
4.3. Improved reporting for service trends by topic/team and KPI tracking.
4.4. Scalable support, enabling aircraft dealer growth without increasing manual triage workload.
4.5. Audit-ready history of assignments and SLA compliance for regulatory or stakeholder review.