Eurocopter Canada is continuously making improvements for aftermarket support of its fleet. In recent years there have been many changes in the structure of our support & services program, launched with the intention of improving customer service & providing world class support to Canadian fleet operators.
In 2010, Eurocopter Canada was the first Eurocopter subsidiary worldwide to launch its customer loyalty program, Rotor Rewards. One of the key objectives of this program is to create transparency & clear communication with the operators in terms of their specific requirements for support & services through the fleet information campaign. This allows Eurocopter to fully anticipate the needs of our customers which in turn allows us to have the right part available, at the right place, at the right time.
Presently, Eurocopter Canada has 80% of its served fleet & customers enrolled in the Rotor Rewards program. This allows us to collect credible information to help forecast the spare & services requirements for the future. This customer loyalty program has been recognized as a best initiative by the Eurocopter Group worldwide.
In the past, there have been concerns with part shortages and quick resolution Day-to-day problem solving was key and ECL was able to come up with a 18 months forecast to ensure that these issues would improve drastically in the medium term.
Today we are able to see clear result of this effort:
- Fill rate improvement (measures immediate availability of high turning stock/stock collection) 77.9% in 2012 to 83.4% 2013 year to date average
- Back order reduction by 50% since the beginning of the year 2013
- On Time Delivery (measures our promise ship date against the date of shipment) year to date average 95.5% versus 89.9 for 2012
Eurocopter Canada will continue to dedicate time and resources in order to fine tune these processes, based on your input through the Rotor Rewards program and/or your continued feedback.
Another recent initiative by Eurocopter Canada has been the AOG shipping service. Launched in 2012, ECL now offers prepaid shipping on all the AOG orders with the following carriers: FedEx, Purolator, Air Canada and Greyhound.
The feedback received from customers has been positive and Eurocopter Canada is proud to offer these full service customer service offers.
Later this year, customers will receive details in regards to the new service offer to provide RUSH and PLAN orders using our shipping services, in order to streamline operations and save on freight expenses.
Eurocopter Canada would like to take this opportunity to thank our customers for supporting the above initiatives and we hope that together we will continue to improve our aftermarket support.
In a few months, ECL will launch the Annual Fleet Information Update Campaign and we appreciate your participation in this initiative, to ensure accurate information which will help us to improve our forecasts for the future and improve customer support.
For eligible members who have not signed up to Rotor Rewards, please visit https://www.airbushelicopters.ca/rotor-rewards/ and enroll today.
For additional information, please contact your Eurocopter Canada representative by email at rotorrewards[at]eurocopter.ca .