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Heidelberg Web-Based Remote Service Now Also Available For Press And Postpress Equipment

Monday, May 16, 2005

Press release from the issuing company

At China Print 2005, Heidelberger Druckmaschinen AG (Heidelberg) will present expanded web-based Remote Service functions for press and postpress equipment worldwide. Web-based Remote Service for Heidelberg workflow solutions have been available since 2003. At drupa 2004 in Düsseldorf, Heidelberg presented the linkup with the CP2000 Center and the postpress products ST 400 and ST 350. From China Print 2005 these new functions are also available for Chinese print providers. Secure, web-based technology provides many customer benefits Heidelberg is offering its customers multi-stage Remote Service based on a secure, globally standardized Internet platform. Customers will already be familiar with services such as "Remote Diagnosis" and "Remote Help", where Heidelberg experts connect interactively with the customer's system in order to support the customer in operating his equipment.. "Remote Help" allows Heidelberg experts to provide help and instructions to the machine operator directly on the screen of the machine. The service packages connected with this are already included in the warranty period. These services have been set up on a new Internet-focused platform where distance is no longer an issue. The customer establishes contact with Heidelberg service over the Internet and allows the service engineer access to the production system. First, the customer and the service engineer use the Remote Service platform to solve the issues or train on a new function together. If the issue is more complex, the Heidelberg service engineer can then consult the most experienced service experts in the world for this type of issue live via an online conference session so they can work together on the customer's system to provide a solution. The customer is kept involved at all times and is "in control" of the process. The customer initiates access to the system with a click of the mouse and can terminate that access at any time in the same way. Nothing takes place without his/her knowledge and it is easy to follow the problem-solving process live on screen. Many cases can be analyzed in this way and solved quickly and easily. The customer does not have to wait for a service visit and machine downtimes are reduced. Proactive Remote Service helps prevent problems from occurring In combination with ongoing maintenance, web-based Remote Service can keep downtime to a minimum. Machine data can be supplied on demand and accessed quickly, so that downtime is reduced-- often times eliminating the need for a service call. This data shortens reporting and analysis times within the service process and therefore helps to further increase the productivity of Heidelberg equipment. "Heidelberg's expanded, web-based Remote Service functions mean our customers can rely on fast, professional help from our experts round the clock. According to Bernhard Steinel,” Head of Heidelberg Sheetfed Service. “This means that Heidelberg customers benefit from more service at a lower price, while also allowing Heidelberg to optimize its service offerings.” Additional advantage: The Global Expert Network 24/7 Along with web-based Remote Services, the newly expanded Global Expert Network 24/7 enhances the existing service support in SSUs and at regional helpdesks in Americas, EMEA and Asia Pacific. The Global Expert Network 24/7customer support program in Heidelberg now offers service worldwide for press electronics – 24 hours, seven days a week. The support provides Heidelberg technicians and customers with special service contracts the ability to access a qualified service person at anytime. For mechanical support the Global Expert Network-24/7 will be able to contact colleagues with mechanical knowledge worldwide.




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