Keeping customers informed on the progress of a base maintenance check and ensuring additional costs are identified, approved and recovered as they arise shouldn’t depend on spreadsheets, paper reports, email chains and manual processes.
That’s why we’re introducing the MRO-PRO Base Maintenance Customer Portal, a new application within the MRO-PRO product family, designed to give customers live visibility of their maintenance event, while giving MROs far greater control over the commercial activity taking place throughout the check.
For airline and operator customers, the portal provides a live window into their maintenance check, with real-time visibility of progress, tasks, parts, documentation and commercial activity. Customers see the same underlying maintenance information being used by the MRO team, creating a single shared view of the check rather than relying on manually prepared progress reports and updates.
For the MRO, that same live operational data drives commercial control. MRO-PRO continuously applies the agreed commercial rules across labour, parts, services and equipment. When activity moves beyond an agreed contractual cap, the system automatically identifies the additional commercial exposure and puts it in front of the customer for approval, helping MROs capture and recover additional costs as they arise, rather than trying to identify and reconcile them at the end of the check.
The result is better visibility for the customer and better commercial recovery for the MRO, fewer spreadsheets, fewer emails, less administration and a clear, auditable record of commercial approvals throughout the maintenance event.
Combined with MRO-PRO’s integrated AI and commercial intelligence, the Customer Portal creates a more connected and transparent way for MROs and their customers to manage base maintenance from induction through to completion.
Overview
MRO-PRO customers have their own secure interface into a live maintenance event. From aircraft progress and milestones through to Tasks, NRCs, Parts, Tooling, Services, Equipment and documentation, the customer sees the same underlying maintenance information being used by the MRO team, replacing fragmented progress updates, spreadsheets and email chains with a single, shared operational picture.
A live view of the aircraft check
At workpack level, the Portal gives the customer a live view of how the aircraft is progressing against plan, combining Turn Around Time, planned and actual maintenance hours, milestones, zonal progress and operational readiness. From there, customers can drill directly into Tasks and NRCs, follow parts from demand through to issue, monitor tooling, services and specialist equipment, and access certification records, Workpack Reports, Invoice Reports and issued invoices or credits, all without waiting for a manually prepared progress report.
Commercial control is built into the maintenance event
The Portal is integrated directly with MRO-PRO’s Commercial Approval Engine, which continuously monitors the commercial position of the workpack and automatically determines whether Labour, Parts, Services or Equipment remain within the customer’s authorised limits. Rather than relying on periodic manual reconciliation against the contract, the approval position is automatically reassessed whenever commercially significant activity changes.
The Commercial Approval Engine understands the workpack’s contractual caps, pricing and markup rules, current operational values and the customer’s latest approval limits. Changes to labour, parts, services or equipment can therefore immediately alter the approval position, with the same commercial calculation engine used throughout MRO-PRO to maintain a single authoritative commercial position.
When authority is exceeded, the workflow responds
This is where operational visibility becomes genuine contractual control. If the evolving value of the work moves beyond the customer’s authorised position, MRO-PRO automatically returns the affected item to an approval-required state, preventing controlled work from progressing beyond the agreed authority without further customer approval.
The customer is immediately brought back into the process with visibility of what has changed and the value requiring approval, protecting the MRO from unapproved Over & Above exposure while keeping operational activity and commercial authority connected throughout the check.
One place to review, approve and evidence the decision
Outstanding approvals are consolidated into a dedicated workspace where customers can review the Labour, Parts, Services or Equipment driving the requirement and approve directly against the maintenance record. Every decision creates a permanent commercial audit trail recording who approved it, when, the approved limit, current value, comments and supporting evidence, with confirmation automatically distributed to the relevant customer and MRO stakeholders. If the commercial position subsequently changes, MRO-PRO reassesses it against the latest authority and requests further approval where required.
Transparency without compromising operational control
The Portal provides transparency without compromising operational control. Customers gain direct access to live progress, commercial information and maintenance records, while controlled maintenance, certification and operational actions remain within the MRO environment. For the MRO, that means fewer manual status updates, faster commercial decisions and a stronger record of customer authority; for the customer, it means greater visibility, faster access to supporting information and a clear, auditable route for approving additional work.
Connecting maintenance progress, customer authority and commercial performance
The MRO-PRO Base Maintenance Customer Portal goes beyond simply displaying maintenance information. It connects the customer directly to the live maintenance event while embedding commercial governance into the operational workflow, giving the MRO and its customer one shared view of progress, technical activity, commercial exposure, what has been authorised and what requires action.
If you’d like to explore how MRO-PRO can improve customer collaboration, maintenance visibility and commercial recovery within your base maintenance operation, please contact the team at [email protected].