Helicopters Magazine

Airbus making progress with HCare program

March 7, 2016  By Airbus Helicopters

One year following the launch of HCare, Airbus Helicopters continues to improve itsHCare Customer Service offer, providing customers with the highest levels of service and support.

Customer Service is an essential part of Airbus Helicopters’ offer and represents nearly half of the company’s yearly turnover. In the year since its creation, HCare has grown in each of the 5 domains that it covers, with the overriding goal of providing top-notch support for operators around the world.

“We continue to work towards our ambition of becoming the benchmark of the helicopter industry, on services as we are on our products,” explained Matthieu Louvot, Executive Vice President Customer Support & Services at Airbus Helicopters. “We have really transformed our entire organization to build HCare to the level it is today, and we continue to invest our resources to provide new, modern and efficient solutions for our customers who expect nothing but the best from us when it comes to the care of their fleets.”

Main axes of improvement include re-evaluating maintenance planning for the company’s wide range of helicopters to provide modifications based on customer feedback. For instance, in 2015, the Airbus Helicopters reduced the maintenance workload of the H225 by 8% and of the AS365 by 11%. The maintenance plan has also been simplified on the H125, H130 as well as H135 and H145 thanks to the extension of several limitations, inspection postponement or cancelation

Customer Service is also simplifies operators’ day to day activities thanks to the eRequest tool now available on the customer portalKeycopter. It enables all customers to ask their technical queries on the website, follow their progress thanks to easy to use dashboards and evaluate the quality and relevance of the answer.



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