Helicopter Service Company to open centralised call centre
Helicopter Service Company (HSC) is moving ahead with the creation of an integrated system of aftersales servicing of Russian-made helicopters.
On June 1, 2012, HSC will open a centralised call centre for operators of Russian helicopters, providing a direct line of communication to quickly address issues concerning aftersales servicing and logistic support.
The call centre is an important component of the new client-focused system of aftersales support of HSC and Russian Helicopters. The centralised call centre will allow helicopter operators to quickly contact their personal managers at HSC’s client services, place orders for the needed parts and track order execution, and also access all operational and technical documentation of interest.
“HSC was tasked with consolidating aftersales servicing for the holding and transitioning to a centralised call centrethat works with clients 24 hours a day, providing them with world class support,” said Russian Helicopters CEO Dmitry Petrov.
As a part of this integrated system, HSC has already created a parts warehouse in Moscow and developed a corresponding web portal. This portal allows clients not only to place orders but also to provide information about their helicopter fleets and operations, which in turn makes it possible for HSC to forecast the need for parts and scheduled their production at the various enterprises of the holding. In turn, this allows for more rapid client request response time in line with global best practices and also enhances price stability and transparency.
“Our aim is to transition to life-cycle management of Russian-made helicopters, which includes operating cost management,” stated Athur Shtankov, HSC’s COO. “The next phase entails the formation of a product portfolio and price list for helicopter parts as well as the engagement of regional partners for the provision of maintenance services.”