Source :
CompanynewsGroup
Dassault inaugure le centre technique d'assistance Falcon haute technologie pour améliorer le support clients 24h/24-7j/7
(Atlanta, GA, le 24 septembre 2007) - Le support clients de Falcon fait un bond en avant grâce au centre technique d'assistance Falcon haute technologie situé à Saint-Cloud. Ce centre représente un nouveau concept d'assistance au client et est doté de technologies de pointe. Les systèmes de communication de pointe offriront des solutions rapides et complètes au client et le personnel technique du centre disposera en temps réel des informations sur la flotte et sur les services.
"Efficiency is of the essence when an operator has an issue with their Falcon," said Charles Edelstenne, Chairman and CEO of Dassault Aviation. "And over the past several years, we've instituted a number of programs to increase the efficiency of our customer support network. The opening of the new Technical Center is a milestone in Dassault's progress."
The 80 employees in St. Cloud that will eventually support the new technical center will have access to the latest technology including Product Lifecycle Management databases, video and web conferencing, secure online chats and other collaborative tools. These sophisticated systems will give the support team direct access to the technical knowledge and resources of the whole company. They will be supported by a 'wall of displays' showing live information regarding the current location and status of the global Falcon fleet, as well as any technical or logistical information the team may need.
The center will be collocated with program engineers, systems specialists and specialists representing Dassault's industrial programs. Also, the center's staff will have total access to an individual aircraft's virtual history, including its wiring diagrams, aircraft and engine logbooks, weight and balance and more. The Technical Center will provide technical and AOG support as well as spares assistance and service documentation.
"We've invested heavily in the technology and the infrastructure to make sure that no matter where a customer may encounter a problem with an airplane, we will have virtually all of the answers and support at our fingertips to start solving the problem on the first point of contact," said Jacques Chauvet, Dassault Aviation's Vice President of Customer Service. "And as advanced as this new center is, we haven't lost sight of the human element. All calls to the new center will be answered by a human to improve person-to-person contact. They will never receive a computerized answer."
The new St. Cloud Technical Center will work together with the current Falcon Technical Support team in Teterboro and a new technical center located in Boise, Idaho.
"Ultimately, all three technical centers will work in concert with one another, providing a seamless high level of support 24 hours a day, every day of the year," commented John Loh, Dassault Falcon Jet's Director of Technical Support. "Our goal is to provide the best solutions as quickly as possible for all calls during their first point of contact and we've put the right team in place to accomplish this goal." Plans are underway to enhance Teterboro's technical center in late 2008 to include the same features that are now available in St. Cloud.
Dassault Falcon Jet Corp. is a wholly owned subsidiary of Dassault Aviation, and is responsible for selling and supporting Falcon business jets throughout North America, South America, and the Pacific Rim countries of Asia (including China). It employs a workforce of more than 2300 professionals who service, support and meet the needs of Falcon operators in the Western Hemisphere. Since the rollout of the first Falcon 20 in 1963, over 2000 Falcon jets have been sold to more than 65 countries worldwide.
The family of Falcon jets currently in production includes three tri-jets-the Falcon 900DX, 900EX EASy, and the 7X-as well as the twin-engine Falcon 2000DX and Falcon 2000LX.
-End - FRANCE: Vadim Feldzer 33 (0)1 47 11 44 13 or Marie-Alexandrine Munoz 33 (0) 47 11 64 23
Dassault Aviation 78 Quai Marcel Dassault - 92552 Saint-Cloud Cedex 300France
-------------
U.S.: Ralph Aceti 201 541 4585 Andrew Ponzoni 201-541-4588
Dassault Falcon Teterboro Airport, Box 2000 - South Hackensack, NJ 07606
Copyright Hugin
[CN#125707]
