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Eurocopter’s New Customer Support Centre”

Nov. 21, 2007 - As part of its continuous efforts to further improve its services to the customers and enhance customer satisfaction, Eurocopter has recently inaugurated a "Customer Support Centre" (CSC) which will be manned 24 hours a day/7 days a week.


November 29, 2007
By Corrie


Topics

Nov. 21, 2007 – As part of its continuous efforts
to further improve its services to the customers and enhance customer
satisfaction, Eurocopter has recently inaugurated a "Customer Support
Centre" (CSC) which will be manned 24 hours a day/7 days a week. The
CSC will initially be accessible to customers in Europe. Supported by
the logistics platforms in Hong Kong and Dallas, the CSC will go global
in late 2007, ensuring that customers anywhere in the world can call
day or night and receive the same high quality of service.

The priority of the CSC can be summed up in three
commitments: responsiveness, reliability, and following up the
information relating to customer requests. The CSC takes all customer
calls, enters customer requests in the centralized information system
(SIEBEL + SAP + Portal), and responds immediately to simple requests
for information (concerning availability, price catalogues, etc.). More
complex requests are passed on to a multi-skilled work team of
specialists, which is in fact a multi-competence plateau staffed by a
dedicated team in one location. The CSC is available 24 hours a day –
365 days per year to provide assistance to customers and solve problems.

The CSC also includes a team dedicated to the
administration of contracts based on flight hours (RBH, PBH, etc.) and
the management of resources relating to the honoring of availability
commitments undertaken by Eurocopter in these contracts (AOG, trouble
shooting, technical information, forecasts, stocks, or exchange of
faulty parts.

The newly-established CSC brings an extra benefit to
two areas: For simple questions, the CSC centralizes the Eurocopter
information systems and the company’s know-how. For calls relating to a
"sudden event that is penalizing for the customer", the CSC offers
technical assistance ranging from fault isolation and the understanding
of documentation to the shipment of the part.

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The goal is to answer customers’ questions in a
single (one-shot, one-number) call. The grouping together of the
different trades facilitates the administration of complex contracts to
guarantee the customer the level of performance expected from the
various contracts by the hour.

The CSC is a further improvement of the previous
"call centre", whose activities were limited to Aircraft on Ground
(AOG) inquiries.

Eurocopter Canada

About Eurocopter

Established in 1992, the Franco-German-Spanish Eurocopter Group is a Division of EADS, a
world leader in aerospace, defence and related services. The Eurocopter Group employs
approx. 14,000 people. In 2006, Eurocopter confirmed its position as the world’s No. 1
helicopter manufacturer with a turnover of 3.8 billion euros, orders for 615 new helicopters,
and a 52% percent market share in the civil and parapublic sectors. Overall, the Group’s
products account for 30% percent of the total world helicopter fleet. Its strong worldwide
presence is ensured by its 17 subsidiaries on five continents, along with a dense network of
distributors, certified agents and maintenance centres. More than 9,800 Eurocopter
helicopters are currently in service with over 2,500 customers in 140 countries. Eurocopter
offers the largest civil and military


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