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of AOG (aircraft on ground) customer helicopters in real-time, on a computer map projected onto the large screen. Thanks to the CSRs’ close working relationship with Airbus Helicopter Inc.’s AOG Support Team, the people, tools and parts needed to get customer helicopters aloft again are quickly dispatched through the Customer Support Center on a 24/7 support basis. More enhancements include: The combined CSM/CSR operation uses Airbus’ customer relationship management (CRM) software system to efficiently record, track, and resolve customer issues. The customer service (CS) team is collectively aided by the company’s Repairables Group, which coordinates all work between the shops with an eye to efficiency and fast-turnarounds. Finally, to ensure that Airbus’ customer service continues to improve, everything the


CSMs/CSRs do is tracked by the company’s Business Intelligence & Gathering Group. “Our goal is to verify what we did right, and improve from what we did wrong and do better every single time,” Baker said.


By the way, every new Airbus helicopter comes with a 3-year or 2,000-flight-hour warranty for all the company’s new civil helicopters. Warranty-related labor costs are also covered during the first year of aircraft ownership, following delivery. “Our new warranty shows that we are serious about putting customers first,” Emerson said.


rotorcraftpro.com


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