Pratt & Whitney knows how to build, support and improve some of the world's most sophisticated engines. What if every commercial conversation could be informed by the same depth of intelligence?
Recent hiring for Dynamics 365 Customer Engagement development suggests continued investment in CRM capabilities.
Digital and AI leadership provides a natural opportunity to connect technology investments to customer-facing value.
Engine programs, airline relationships and aftermarket services create long-running, high-value engagement opportunities.
Executive film
Illustrative Dynamics 365 experience
A fictional example showing how commercial and service teams could act on approved information. This is not a Pratt & Whitney system screenshot.
Customer 360 | Commercial Engines
Conceptual Dynamics 365 + approved data + AI
Customer account
Fictional airline · Strategic account review
3
Open customer actions
2
Upcoming lifecycle milestones
1
Specialist introduction
AI customer briefing
Meridian is planning a network expansion. The account team has a service follow-up in progress and a scheduled fleet planning discussion. Prepare a joined-up commercial and support agenda, confirm owners, and review potential aftermarket service needs.
Suggested conversation opener
“As your route network changes, how can we better coordinate lifecycle planning and support for your operating priorities?”
Recommended next actions
After the meeting
Draft the follow-up, confirm commitments, assign owners and propose CRM updates for approval.
Review and approve changes
Five proposed use cases
Unify approved CRM relationship history, fleet context, service interactions, contracts and open actions into a concise briefing for every commercial conversation.
Account-team preparation time · follow-through
Combine permitted engine lifecycle and operational signals with commercial context to suggest timely, relevant aftermarket conversations and specialist introductions.
Qualified opportunities · relevant engagement
Make service requests, maintenance milestones, customer commitments and account ownership visible to the right teams, with appropriate access controls.
Response time · handoff quality
Draft meeting summaries, proposed next actions and CRM updates for human approval. Give teams more time for customers without compromising sensitive information.
CRM adoption · time returned
Prioritize data quality, integrations, governance, auditability and delivery discipline across existing Pratt & Whitney teams and partners.
Data quality · usage · delivery value
Business-first execution
Days 1–30
Interview commercial, aftermarket, digital and service stakeholders. Validate current Dynamics 365 scope, data access, constraints and priority journeys.
Days 31–60
With existing internal teams and partners, prototype a customer briefing and a human-approved follow-up workflow using approved, non-sensitive data.
Days 61–90
Measure user adoption, preparation time, customer follow-through and data quality. Decide where the next quarter can create the greatest value.
A different leadership model
Agilidy provides fractional CRM and commercial AI leadership, working alongside internal teams and incumbent partners. We align the business case, roadmap, use cases, adoption and measurement without requiring Pratt & Whitney to replace existing technical resources.
I’ve spent more than 25 years helping organizations translate Microsoft CRM investments into measurable business outcomes. Pratt & Whitney’s customer lifecycle and engineering intelligence create a compelling opportunity to connect CRM, service and AI in a disciplined, customer-first way.
Jason Wickman · Founder, Agilidy
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