27-May-2014 Source: Airbus Helicopters
This year’s highlight for Support & Services is the introduction of a series of e-Services to offer the most modern and innovative services on the Russian market.
Keeping Airbus Helicopters flight-ready regardless of the environment and operating conditionsis one of Airbus Helicopters top priorities. Providing the most innovative services and most reactive support is therefore of the essence. The progressive introduction of e-Services via Airbus Helicopters’ Keycopter portal is a part of the answer to the constantly evolving customer needs.
The first e-service which was successfully deployed among all Russian and CIS customers was e-Technical Publications (e-Tech Pub) at the end of last year.
E-Techpub is a database containing the whole range of technical documentation which is now accessible to all Russian customers for their aircraft types directly via the Internet. This ensures customersalways have the latest version of theirTechnical documentation. In addition, Airbus Helicopters Vostok launched thenew and user-friendly O.R.I.O.N interactive viewer that allows customers to easily consult all the latest technical documentation via interactive hyperlinks and directly access regularly updated work cards.This key service is accessible for Russian and CIS customers operating EC120, AS350 B2/B3 and EC130 and will progressively be deployed for the entire Airbus Helicopters range flying in Russia and CIS throughout 2014.
The next e-services which will be deployed through Keycopter this summer among Russian customers are e-Customer Requests and e-Warranty.
E-Customer Requests will allow all customers to quickly express any technical concern related to their aircraft and interact with the various experts of Airbus Helicopters Vostok through the internet. They will also be able to monitor effectively the progress made concerning all their technical requests, queries and incidents.
As part of e-Warranty, warranty claims can also be sentin real time through the internet to the department concerned, thus allowing the customers to monitor their status throughout the claim procedure and thereby reducing processing times.
“Innovative features such as e-Customer Requests will help us to easily identify recurrent issues and technical questions to elaborate improvement actions, which are fully in line with our customers’ expectations,” said Laurence Rigolini, Airbus Helicopters Vostok’ General Manager. “Our objective is to constantly improve customer satisfaction while being as reactive as possible for all our customers so that they can operate their aircraft safely and whenever needed.”
About Airbus Helicopters Vostok
Airbus Helicopters Vostok, known as Eurocopter Vostok until 2014, is a wholly-owned subsidiary of Airbus Helicopters established in 2005 to ensure helicopter sales, fleet safety follow-up and customer support and services in Russia and the CIS. Civil Airbus Helicopters models operated in Russia have been granted type certificates by the International Aviation Committee (IAC). Over 150 rotorcraft produced by Airbus Helicopters are operated in Russia, as well as over 70 in other CIS member states. Airbus Helicopters holds over 60% of the Russian market for turbine helicopters of foreign make. Airbus Helicopters Vostok together with local partners in Russia and CIS established a network of a flight training centers and maintenance centers to provide service for rotorcrafts.
About Airbus Helicopters
Airbus Helicopters, formerly Eurocopter, is a division of Airbus Group, a global pioneer in aerospace and defense related services. Airbus Helicopters is the world’s No. 1 helicopter manufacturer and employs more than 23,000 people worldwide. With 46 percent market share in civil and parapublic sectors, the company’s fleet in service includes some 12,000 helicopters operated by more than 3,000 customers in approximately 150 countries. Airbus Helicopters’ international presence is marked by its subsidiaries and participations in 21 countries, and its worldwide network of service centers, training facilities, distributors and certified agents. Airbus Helicopters’ range of civil and military helicopters is the world’s largest; its aircraft account for one third of the worldwide civil and parapublic fleet. The company’s chief priority is to ensure the safe operation of its aircraft for the thousands of people who fly more than 3 million hours per year.