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New CAREsystem reflects
Our greatest asset—you
The official name is out. Our new
reservations computer system will
be called the CAREsystem. the
name that best describes Pied
mont's attitude toward customer
"One of Piedmont’s greatest
assets has been the airline's caring
attitude toward passengers," Bill
Howard. Piedmont's president and
chief executive officer, said.
"Our people are known for their
friendliness and hospitality, and I
think these are the attributes that
set us apart from other airlines.
That’s why the name CAREsystem
is so appropriate.”
Why have a name?
"A name, personalizes the
system,” Howard explained.
"American has SABRE. United has
Appolo, and Eastern has System
One, to name a few. By giving our
system a name, we're giving our
people another tool to help them
care for our customers.”
For example, if a passenger asks,
"Do you have a seat on Flight 10?"
Rather than saying "Let me check
the computer" the agent can reply,
"Let me check our CAREsystem,"
"It makes the computer more
human," Don Shanks, vice
president-customer relations, said.
"Rather than checking a computer
for information, our agents are
checking our CAREsystem. In
reality, our system is so much
more than just a computer, and
the name reflects this message."
"The computer reservations sys
tem is customer-oriented and
customer-iViendly, It’s oriented to
our customers’ needs," Ted Celen-
Pat Howard, supervisor of oper
ations for the CAREsystem, dis
cusses a computer printout with
Vicki Wright, reservations
tino, vice president-computer and
communications services, said.
The core of the CAREsystem is
agent, INT; Kevin Bass, console
operator for the CAREsystem;
and Bobby Reynolds, station
the new computer reservations
center at Madison Park which
conlinucft page -J
volume 37, number 1
Syracuse Station Manager Lynn Moore (left)
tells a passenger about Piedmont.
John Szpyrka (left) and Marty Goldwych,
Syracuse agents, head for the operations
office after directing an Empire flight.
Piedmont Empire ready for IVlay 1 merger
The Piedmont-Empire merger means inte
grating people, equipm.ent, and facilities into
one company and, at the same time, getting
our name out in the marketplace, all by May I.
Following is an overview of what has been
taking place at Piedmont in preparation for the
merger and a look at our strategy for acquiring
this regional airline.
"It was like opening 11 new cities all at once,
just like opening a new hub," Carl Crumley,
director-passenger procedures, said. "To prepare
for the transition, we trained Empire's agents,
installed ticket printers, and stocked the stations
with Piedmont forms and manuals.”
The first target date was January 15. On that
date. Empire's reservations program switched
over to the Piedmont CAREsystem in much the
same manner as we switched from Eastern s to
our own system on September 14, Overnight,
our computer service people eame in, switched
lines, and had the CAREsystem operating at all
"We provided Empire's supervisors and key
agents with training programs in Winston-Salem
and at Syracuse, and these people went back to
their stations and trained others," Sky Day,
manager-station training, said.
"In December, we also put spare CRTs hooked
to our own system in station classrooms so that
agents could become familiar with our CARE
system before the January 15 switch over. We've
given agents more responsibility at the ticket
counter—for example, they can now give
refunds to passengers—and I think they are
handling these responsibilities welL They have a
good attitude and, because of their I'riendly man
ner, remind me very much of our own people."
To help with the January 15 transition, a Pied
mont person was stationed at each of the 15 air
ports Empire serves. Two people, Carol Stewart
and Nancy Young, both passenger procedure
analysts, flew to Empire’s Canadian markets for
the switch over. They have become well-versed
in U.S. Customs and other regulations regarding
"Setting up in another country has meant new
challenges," Stewart said. "For example in
Montreal —the second largest French-speaking
city in the world—our Rules of Carriage and
other passenger forms must be available in
French as well as English. We also work closely
with U.S. and Canadian immigration officials."
While the stations were getting ready for the
transition, our reservations personnel were work
ing with Empire’s reservations center at the
Oneida County Airport.
"The transition went very well," Johnnie Tay-
loe, manager-reservations training and proce
dures, said, "and from the feedback we received,
I think the Empire agents, both in reservations
continued page 8
Piedmont’s executive offices will be
moving to new headquarters by early
The former headquarters of McLean
Trucking Company on West First Street in
Winston-Salem has been leased by Pied
mont. The seven-story, 30,000-square-
foot building will provide us with ample
office facilities for years to come.
“By moving our executive offices to this
location, we will free space at our existing
facilitiy for mtuntenance, engineering,
accounting, and other staff support func
tions,” Bill Howard, president and chief
executive officer, said.
“The move will also enable us to do
some sorely-needed renovations to our
existing headquarters building and to do
so without severe disruption to our daily
“I believe this move will be welcomed
by our community as a further demonstra
tion of our long-standing commitment to
keep our headquarters in Winston-
More on our modern, attractive new
facility will appear in the March issue of