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AIRBUS HELICOPTERS EMPHASIZES


CUSTOMER SERVICE


The economic downturn has motivated Airbus Helicopters to take a hard look at its business model. The company’s goal is to find that winning approach that will put Airbus first in customers’ minds at buying time so it can retain its market share, and even increase share despite hard times.


After much reflection and analysis, Airbus Helicopters decided that offering exemplary customer service and support is the way to its customers’ hearts and wallets. “We’ve made a number of investments in customer support,” said Kara Evanko, Airbus Helicopters’ head of communications. “The downturn gave us the opportunity to rethink how we support our customers and their aircraft.”


A case in point: Airbus Helicopters Inc. (the company’s North American division) is currently stocking more than $117 million in spare parts for its customers, to ensure that they can get the components they need when they need them. The result: Airbus’


56 Jan/Feb 2018


on-time request (OTR) metric, which indicates the level of the company’s success at fulfilling its customers’ parts requests, is now at a record 96.6 percent fulfillment rate; up from 95 percent in 2016.


Airbus also has enhanced its dynamic component repair capability, and bolstered its customer support center, including assigning staff to serve specific customers on an ongoing basis. “We’re committed to keeping our customers in the air,” Evanko said.


In addition to these investments, Airbus Helicopters has launched the HCare service program. HCare’s goal is to make maintenance costs more predictable and controllable for clients while maximizing their aircraft’s availability. “Spanning material management, helicopter maintenance, technical support, training, flights ops, and connected services, HCare ensures that each flight is a success and performed with the highest levels of safety,” Evanko said.


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