Offering the widest range of helicopter engines in the world, Safran Helicopter Engines continues to strive toward ever-increasing levels of customer satisfaction through innovation and technology. With an eye toward becoming the world’s preferred engine manufacturer, the company is reaching into the cloud to embrace online customer service opportunities designed to boost customer satisfaction for its more than 2,500 customers in 115 countries.
At Helitech International 2016, Safran is promoting the full-scale release of BOOST, its new, highly-secure, web-based engine maintenance management service application, developed in partnership with IBM. Through BOOST, Safran-powered helicopter operators access real-time, personalized engine data to enrich their own fleet maintenance management, with the direct support of Safran teams, 24/7. BOOST is expected to considerably enhance the efficiency of operators’ Safran engine operations.
“With BOOST, Safran is entering a new era of digitalized customer support and is demonstrating its commitment to being more involved in providing the data and expertise pertaining to the maintenance requirements of customers’ engines,” said Franck Saudo, executive vice-president of support and services at Safran Helicopter Engines.
The power behind BOOST is the integration of the electronic engine logbook directly linked to the interactive electronic technical publication, which is tailored to the configuration of each customer’s engines. Together, these two elements work with the electronic configuration manager to track technical upgrades and modifications for each engine.
“The engine logbook is like a health record. Having it online, fully integrated with the technical publication and the configuration manager will help to manage engine maintenance more efficiently,” said Saudo. “BOOST brings significant value-added benefits to Safran helicopter engine operations.”
Safran’s development of BOOST was first unveiled in 2012. The primary test version was delivered in 2014, and throughout 2015, a series of test phases was launched with a first batch of six customers. Through customer input and product enhancements, Safran fine-tuned the program in preparation for full-scale launch this year.
In coming months, Safran’s first BOOST customers will be ready to go 100 percent paperless and fully manage their engines through BOOST, solely with the e-engine logbook, with the approval of Safran and the European Aviation Safety Agency.
BOOST is only one of many constant improvements and innovations targeting increased support and services taking place at Safran. The company remains dedicated to providing world-class services and high levels of customer service. With customer satisfaction as one of its four business pillar strategies and a highest priority for every employee, the company consistently seeks opportunities to increase customer support.
Currently 1,800 customers, or 72 percent of Safran Helicopter Engines’ customer base, operate less than five helicopters. With the increased development of new light helicopters, such as the Bell 505, powered by the Safran Arrius 2R, this number is expected to double over the next 10 years, said Saudo. Recognizing the specific needs of smaller operators paired with the increase in smaller light helicopters, Safran Helicopter Engines is enlarging its support network to offer a best-in-class service tailored to small fleet operators.
Safran Helicopter Engines currently has 44 third-party distributors and Certified Maintenance Centers (CMCs), approved partners capable of offering not only maintenance and repair services, but also a wide range of Safran Helicopter Engines-approved services worldwide. This is paired with the engine manufacturer’s own 2,500 staff members at 13 service sites, including 90 field service personnel, and five repair stations around the world (one on every continent) dedicated to support and services. The company is currently increasing the number of its CMCs in response to expected growth, with the goal of increasing customer service and savings.
Additionally, Safran is launching a new range of support by the hour (SBH) contracts tailored to small fleet operators. Currently 50 percent of the company’s revenue comes from SBH contracts, and that number is expected to grow.
“We are listening to our customers’ needs and are working to offer them the very best in terms of service, be they big or small operators,” said Saudo.
Safran has also made strides to increase customer service on existing offerings. In 2014, the engine manufacturer improved turnaround times by 40 percent on small and medium engine fleets compared to 2012 statistics. Turnaround times on Arrius and Arriel engines are now at 65 days.
What’s more, for the third consecutive year, Safran Helicopter Engines’ aircraft on ground (AOG) delivery performance has consistently exceeded 98 percent while its spare parts service rate is at 95 percent. In response to customer needs, the company has decreased its routine spare parts order delivery time from 15 days to five days.
As Safran looks forward, its focus on customer support and service of its products, a strong two-thirds of its overall business, continues to sharpen. Safran customers know they’ll receive the support they need, through the latest technology, to keep flying safely into tomorrow.
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