Noted Improvements In Production, Shipping, Customer Service/Support

Van’s Aircraft has achieved several critical restructuring and operational objectives after successfully emerging from Chapter 11 bankruptcy in May 2024, including improvements in deliveries of kits and parts as well as cutting costs in shipping through revisions in packaging and crating.

To recap, the need for Chapter 11 protection was primarily driven by significant financial challenges due to disruptions in the supply chain, higher costs of production, and quality issues that were exacerbated by the covid pandemic.

But thankfully it’s been quite a turnaround!

With a renewed focus on honing its internal processes and quality assurance, the company has enhanced both customer support and product development.

• Van’s has seen improvement in its production and shipping numbers for 2024:
• More than 1,200 kits were delivered worldwide
• Fulfilled nearly 12,000 orders for parts, ensuring their availability for ongoing projects
• Shipped more than 2,500 customer orders for laser-cut replacement parts
• Shaved up to $250 off shipping cost per kit for customers by revising the kit packaging and crating process

Van’s also registered improvements in customer service and support:

• Answered more than 22,000 customer calls for order inquiries and support
• Expanded the customer service team to handle calls more rapidly and efficiently
• Cut the number of unresolved customer inquiries by nearly 90% from 3500 to 385
• Reduced by half the customer wait times on calls from 4 minutes 29 seconds to 2 minutes 30 seconds

A marked improvement all around, with more to be mentioned in Part II.

FMI:  www.vansaircraft.com/