Customer Use Case

Pratt & Whitney: Leveraging Digital Tools to Minimize Disruptions


Situation

During the COVID-19 pandemic, Pratt & Whitney faced challenges in providing on-site support to customers due to travel restrictions. To maintain service continuity and minimize operational disruptions, the company sought innovative solutions to deliver remote assistance and proactive maintenance.

Solution

Pratt & Whitney implemented a suite of digital tools, including:

  • Oil Analysis Technology: An engine health management tool that provides greater visibility into engines without intrusive inspections.
  • Onsight by Librestream: A remote support platform enabling real-time, two-way audio-visual communication between technicians and support personnel, facilitating remote diagnostics and troubleshooting.

Results

  • Maintained high levels of customer support despite travel limitations.
  • Enabled proactive maintenance through regular oil analysis, identifying potential issues before they escalate.
  • Reduced the need for on-site visits, saving time and resources.
  • Enhanced collaboration between field technicians and support teams through real-time remote assistance.

“Onsight is a collaborative tool that enables us to connect with customers. It’s simple and intuitive.”

— Jeremy Murray,
Regional Manager, Field Operations, Pratt & Whitney

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