Bell Helicopter, at a recent maintenance and operations conference, showcased its unique efforts at customer support and plans for its latest offering, the Bell 429

Spotlight firmly on customer support and product maintenance, Bell Helicopter outlined its ambitious plans to consolidate its position in the Indian market at a recent workshop in Delhi. In about a year since Bell Helicopter announced the delivery of the 100th commercial helicopter in India, it is now offering its innovative version—the Bell 429. “We have already received more than 10 orders for Bell 429 and hope to sell at least 50 in the next five years,” said Sanjay Malhotra, President of Jubilant Enpro, Bell’s sole distributor in India.

Lauding Bell’s effort at supply chain management and customer service, Malhotra pointed out that a maintenance and operations conference had been organised in Mumbai and Delhi each to comprehensively cover the geographical expanse of India. The conference in Delhi on August 21 was co-sponsored by Jubilant Enpro and Airworks India Engineering that offers maintenance services for Bell helicopters in India. Offering a forum for operators to appreciate the nuances and technicalities of maintaining helicopters, the organisers informed that Bell Helicopter is the only OEM which conducts such an event for customer support in the industry. This was the second in the last four years and will get scheduled every two years.

“This conference aims at creating a bridge for the maintainers and operators,” said Todd Ellison, Customer Support Representative of Bell Helicopter for India, adding: “The demand for spares is looked after by the warehouse Bell has at Singapore, which caters to both Asia and Pacific regions.” He further emphasised that field service engineering, simulator training for pilots and reliability problems are challenges his company meets very successfully for its clients.

In India, helicopter operations have proved to be a lot more successful than commercial airlines. While several private airlines have shut shop in the last 10 years, not a single helicopter operator was faced with closure. The new model, Bell 429, is aimed at users in the oil and gas sector, VIP transport, corporate and emergency medical services. Having completed the Federal Aviation Administration certification requirements for its newest light twin engine helicopter, Bell recently received certification by the Transport Canada Civil Aviation.

Addressing the conference, Leslie Ferry, Marketing Manager, Customer Support Services, Bell Helicopter US said: “Bell Helicopter scored another win with its repeat as the highest rated rotorcraft manufacturer for product support in the Aviation International News annual survey. Coupled with its 15th consecutive number one ranking in the Professional Pilot magazine survey earlier this year, Bell continues to dominate this important measurement of customer satisfaction. We are able to assist our customers better. India is an expanding market and it’s all about building relationships. Hence, such conferences help us to understand our customers’ requirements better.”

Highlighting that product enhancement is the key to their successful sales in India, Malhotra, whose company offers both pre and post induction licensing for Bell helicopters in India, said product support engineers and design group engineers form a major part of the customer support. “They (Airworks) have been our customer service facility for 11 years and are doing a good job,” Ferry affirmed when asked when Bell Helicopter would build its own MRO facilities in India.

Bell Helicopter, a member of Textron Company group, has entered into an understanding with Hindustan Aeronautics Limited (HAL) for cooperation in the areas of supply of airframe sub-assemblies and product support. Bell has been associated with HAL for some time and the latter is currently working on production of tail rotor blades for the 206 aircraft. The company will explore additional manufacturing projects in India. HAL, in turn, is keen to take on new challenges in all contemporary helicopter programmes.