Helibras invests in new Customer Support Centre

Helibras invests in new Customer Support Centre

20-Aug-2013 Source: Helibras

Helibras has just opened its new base of service and excellence in after-sales. The Customer Support Center (CSC) is located in Atibaia, São Paulo, and will receive and manage all customer inquiries related to maintenance, repair, parts supply, warranty and service of all helicopter operators Helibrás / Eurocopter in the country

Aiming to improve the level of satisfaction of our clients, a team of approximately 25 people is available daily and peak times, providing care and follow up on each request of customers, including emergency cases called AOG ( aircraft on ground ) in that aircraft can not operate while the service and / or parts are not delivered to the solution of the problem reported.

The site will also house the Center for Logistics of the entire company, organizing and streamlining parts inventory, tools and materials used in the workshops and technicians who work directly on the basis of operators. “The concentration of the stock transfer and Support Center Customer cater to the need of being in a strategic location with easy access to São Paulo, Minas Gerais and Rio de Janeiro for highways and airports near the Cumbica (Guarulhos), Guarulhos ( Campinas), and Champ de Mars Congonhas (São Paulo), which will ensure great connectivity and a rapid supply of all workshops and operators in the country, “says Flávio Pires, VP of Support and Services.

The restructuring of the post-sales, with a focus on customer satisfaction and the final quality of the services provided, was planned in the expansion and reorganization of the company, which included the new building in business condominium in the city of Atibaia (SP) and hiring a logistics company responsible for supporting the activities of the CSC.

In addition, the logistics team will have the certification “Blue Line”, to acquire parts abroad, which is a differentiated regime of the IRS that streamlines and reduces bureaucracy in all processes of importing products and allows customs treatment particular, explicitly and continuously.

The contacts with the CSC can now be made by customers all over the country, from 7am to 22pm daily, including Saturdays, Sundays and holidays. The phones are divided according to the urgency of the request being 0800 330 97 97 for normal situations and 0300 555 97 97 for cases of GBS.

The expectation is that the new Helibrás Customer Support Center hosts a rotating assets exceeding $ 50 million in inventory, to meet all the needs of the Brazilian market.

New logistics base will also support contracts CLS

The Customer Support Center is structured to provide a differentiated service to customers who also operate fleets of helicopters and have an even greater need to keep their aircraft operational as long as possible.

Thinking about it, Helibrás offers a type of contract that promotes inventory management of parts of the operator, being responsible for all logistics format door-to-door anywhere in the country. The mode – used by the armed forces and called CLS (contractor logistics support) – allows the acquisition of parts and servicing in a simplified form, where the helicopter is.

To promote better support this type of contract, Helibras is organizing an area designed and exclusive, restricted and controlled to ensure the supply of customer needs in a prompt manner. “With respect to contracts of CLS mode, the Customer Support Center will be dedicated especially to the management and delivery of parts, repairable items, ground support equipment and tools, including a special stock segregated within the logistics platform of Atibaia, with a dedicated team, “says Flávio Pires, Vice President of Support Services and Helibras.

With the improvements made, Helibras entirely cover the care of the whole park helicopter brand active in the country, and may also offer potential to help meet the Eurocopter fleet in Latin America.

[electronic translation]


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