Eurocopter opens a second Customer Service Centre (CSC) in Hong Kong
The daily operations of CSC Asia-Pacific will be managed by "Helicopter CSC Limited" together with 12 local professionals.
Mr. Derek Sharples, Eurocopter's Executive Vice-President Customer Support states at this occasion, "The setting up of this Customer Service Centre in Hong Kong and the choice to entrust its operations to a dedicated local team is perfectly in-line with Eurocopter's global service strategy, focussing on proximity to our customers, innovative services and information management. Eurocopter's strength has always resided in its ability to tap into local expertise and resources and adapt to the different business, cultural and social practices of each country. The presence of CSC Asia-Pacific will enhance our existing network of 7 subsidiaries in Asia Pacific and assist them in responding to customers' queries more efficiently."
CSC Asia-Pacific will gradually take over all the customer's calls in Asia-Pacific from the CSC in France. As in Europe, CSC Asia-Pacific will attend to customers' queries using the same tools and information systems. Customers' queries range from requests pertaining to urgent parts for AOG (Aircraft on Ground) situations to the management of PBH (Parts by Hour) contracts and warranty claims.
CSC Asia-Pacific is supported locally by a logistics warehouse thanks to which the centre can directly handle about 70% of the routine spare and AOG requests in Asia Pacific. As for PBH parts, CSC Asia Pacific will handle between 80-90% of the requests directly by mid 2009.
Complex technical customer queries will be passed on to technical specialists based in CSC Asia-Pacific. Should customers require on-site technical assistance, engineers from Eurocopter's subsidiaries will be despatched to resolve the problem in the shortest time possible.
As in Europe, the goal of CSC Asia Pacific is not only to answer customers' questions in a single telephone call but also to be reactive, reliable and to quickly follow up on all the information relating to the customers' requests.
With the presence of this CSC Asia Pacific in Hong Kong, Eurocopter has taken another step in its worldwide deployment of Global Service Strategy providing its customers with quality support and services round the clock.
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. 15,600 people. In 2008, Eurocopter confirmed its position as the world's No. 1 helicopter manufacturer in the civil and parapublic market, with a turnover of 4.5 billion Euros, orders for 715 new helicopters, and a 53 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 18 subsidiaries on five continents, along with a dense network of distributors, certified agents and maintenance centres. More than 10,000 Eurocopter helicopters are currently in service with over 2,800 customers in more than 140 countries. Eurocopter offers the largest civil and military helicopter range in the world.