Eurocopter inaugurates 24/7 Hotline to further improve Customer Support

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.

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.

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 2,800 customers in 140 countries. Eurocopter offers the largest civil and military helicopter range in the world.

European Aeronautic Defence and Space Company EADS N.V.
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