Airbus Helicopters is taking new measures to improve its customer service and support worldwide, according to Matthieu Louvot, the company’s director of support and services. “We are more than doubling our investment in IT systems–among others–for logistics and we have put a great deal of thought in high tech systems,” he said. “Customers will notice a difference very soon.”
Louvot said most customers will notice the changes incrementally within the coming weeks and over the next 18 months. They involve increasing targeted spares inventories, a special focus on overhauling dynamic components faster, strengthening core support functions, and improving online access and services that include a new web-based maintenance information system (WebMIS) that improves the management of maintenance and logistics operations online. The initiative also covers a new online viewer for technical publications, called Orion, and better coordination between service centers to improve logistics support. “The customer will have quicker access and quicker feedback with our e-services,” he said.
