Responsiveness, reliability, following-up of information: worldwide assistance

On 9 October 2007, the Eurocopter Customer Support Center (CSC) opened in Aix-en-Provence. One hundred people work in these new premises and are tasked with providing a response to customer’s calls in “one shot”.


 Eurocopter / P.Penna
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A team of specialists provide a 24/7 service, 365 days a year, to respond directly to clients and resolve their problem in less than 24 hours.


 Eurocopter / P.Penna
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The priority for 2007 can be broken down into three commitments: responsiveness, reliability and following up the information generated by a customer’s call. The CSC has two complementary structures: the first answers the call and centralises the information; the second houses a multi-skilled team of specialists who respond directly to clients to resolve their problem in less than 24 hours. These specialists provide a 24/7 service, 365 days a year. If the solution cannot be provided within 24 hours, the specialists make a commitment – in terms of time and quality of response – that a technician from the Eurocopter core business will call them back within an agreed period of time.
The CSC provides a “plus” in two areas. For the simple questions, the Customer Support Center centralises Eurocopter’s information systems and knowhow; and for those calls concerning a “sudden event with an adverse effect on the customer”, the CSC offers technical assistance ranging from help with fault isolation, to understanding the documentation, up to the shipment of the part. Unlike an AOG situation, the customer does not know the type of failure. The client’s call is therefore handled by the CSC, which provides troubleshooting over the telephone as soon as the problem arises. The goal is to resolve the customer’s problem in “one shot”. Initially, the CSC will be available to European customers only. Then, supported by the Eurocopter logistics platforms in Hong Kong and Dallas, the CSC will go global at the end of the year, so that any customer in the world, calling day or night, can receive the same high quality of service.



_AUTHOR: CHRISTIAN DA SILVA