MARSEILLES, FRANCE -- Following the creation of the European Customer Service Centre (CSC) in October 2007, Eurocopter is opening a second centre in Hong Kong (CSC Asia-Pacific) to better serve customers in the Asia Pacific region. Eurocopter’s Asia-Pacific customers today operate 1264 Eurocopter helicopters in service.
The daily operations of CSC Asia-Pacific will be managed by 'Helicopter CSC Limited,' together with 12 local professionals.
"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, focusing on proximity to our customers, innovative services, and information management," says Derek Sharples, Eurocopter’s Executive Vice-President of Customer Support. "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 seven subsidiaries in Asia Pacific and assist them in responding to customers' queries more efficiently."
CSC Asia-Pacific will gradually take over all the customer calls in Asia-Pacific from the CSC in France. As in Europe, CSC Asia-Pacific will attend to customer queries using the same tools and information systems. Customer 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 percent of the routine spare and AOG requests in Asia Pacific. As for PBH parts, CSC Asia Pacific will handle between 80 and 90 percent 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.
For more information visit www.eurocopter.com.
