Bell Helicopter Launches New Call Center to Streamline Customer Orders
PINEY FLATS, TENN. (October 6, 2011) – Bell Helicopter, a Textron Company (NYSE: TXT), has implemented a new call center for customers of its Aeronautical Accessories brand and its Repair and Overhaul operation in Piney Flats, Tenn.
The call center simplifies the process of incoming customer calls and increases routing capabilities, resulting in reduced overall call time and more rapid inquiry resolution.
“The implementation of the new call center is the first phase of our global initiative to better respond to customer needs and enhance the customer experience," said Danny Maldonado, Senior Vice President Customer Support and Chief Services Officer. "We are very pleased with the reaction from our customers and are continuing to find new solutions, like the call center, to support them now and well into the future.”
As part of the call center, sales administrators received new Voice-Over-Internet-Protocol telephones and a mission specific messaging system designed to address inquiries based on function and need, such as high priority aircraft on ground (AOG) calls.
“Through the new call center, we are able to provide our customers with personal attention from dedicated sales representatives that understand their business objectives," said Jennifer Lunceford, Aeronautical Accessories Sales Manager. "We can now guarantee a subject matter expert is on hand to answer specific inquiries and ensure customers receive the most current and accurate information.”
Overall, the customer feedback on the new call center has been very positive. “We have noticed a tremendous improvement in call response and significant reduction in the time it takes to reach a sales representative,” said Victor Aviles of Heliworks, Inc. “We appreciate the way Bell Helicopter has made it easier to purchase and gather information about Aeronautical Accessories parts and applaud their efforts in constantly improving customer communications.”
Development and testing of the system began early this year as part of Bell Helicopter’s strategic initiative to expand on its industry leading customer support. A similar call center approach will be launched throughout other parts of the company in 2012.
About Aeronautical Accessories
Aeronautical Accessories, an affiliate of Bell Helicopter, designs, manufactures, warehouses, and distributes the most advanced helicopter parts and accessories through a worldwide network of over 110 countries. A division of Edwards & Associates, the ISO:9001/AS9100 certified organization has been distributing innovative, quality rotorcraft products since 1979.
About Bell Helicopter
Bell Helicopter, a wholly owned subsidiary of Textron Inc., is an industry-leading producer of commercial and military, manned and unmanned vertical-lift aircraft and the pioneer of the revolutionary tiltrotor aircraft. Globally recognized for world-class customer service, innovation and superior quality, Bell's global workforce serves customers flying Bell aircraft in more than 120 countries.
About Textron Inc.
Textron Inc. is a multi-industry company that leverages its global network of aircraft, defense, industrial and finance businesses to provide customers with innovative solutions and services. Textron is known around the world for its powerful brands such as Bell Helicopter, Cessna Aircraft Company, Jacobsen, Kautex, Lycoming, E-Z-GO, Greenlee, and Textron Systems. More information is available at www.textron.com.
Press Contact:
Mark Montgomery
(423) 391-3638
mfmontgomery@bellhelicopter.textron.com
Bridget Hall
(817) 280-7963
bhall@bellhelicopter.textron.com