Innovating the Customer Service Experience

The Air Force’s best and most important assets are its PEOPLE. At 452FM one of our most important mission is to take care of our people with their military finance needs. We take care of our people who fly C-17s, Boom Operators refueling mid-air in a KC-135, Civil Engineers maintaining the installation, and everyone so they are able to focus on their task on hand without having to worry about their finances.

We are modernizing military finance customer service by learning and adopting industry standards and developing new ways to improve the way we serve our people. The 452FM Portal customer service website is just the beginning. We are collecting and using data to better understand our customer’s needs and developing and enhancing our service using new or existing technologies and techniques, changing processes and policies and more. We are adopting a data-driven approach to customer service which will enable us to anticipate and tailor to their needs.

Although new tools have been developed over the years Finance is still a process driven operation. We are working on new ways to automate several of our processes using new technologies like Robotic Process Automation (RPA) or Bots to significantly cut down on manual processes enabling our members to get paid faster and in a timely manner. This allows our team to focus on more analytical and high level tasks.