September 10, 2007 -- Heidelberger Druckmaschinen AG (Heidelberg) unveiled its new web-based Remote Service - eCall - at Graph Expo, which is being held from September 9-12, 2007 in Chicago. Operators of presses equipped with this module can automatically send an error message generated by the press to the responsible Heidelberg service organization at the touch of a button.
If there is an impending service issue, the press notifies the operator with an eCall alert on the console screen. The operator then determines when, and if, to send the information to Heidelberg. In under a minute, the data required is sent and a preliminary diagnosis is produced electronically. Based on this diagnosis, the Heidelberg team of experts comes up with a proposed solution which is communicated to the user by phone. Customers no longer need to phone the Heidelberg Expert Support Team, give their contact details and explain the problem. The electronic notification sent by the press - once the user has given the go-ahead by pressing a button - provides the Heidelberg experts with all the information they need, enabling them to work out a solution for the customer quickly.
Compared to the conventional process, this can result in a time saving of up to 50 percent.
"With the launch of its web-based Remote Service solution at drupa 2004, Heidelberg set new technology standards within the print media industry and beyond, increasing machine availability for users and cutting service costs. With eCall, Heidelberg is now taking a further step in the development of intelligent service functions that dramatically cut response times for expert customer feedback," states Dr. Jürgen Rautert, CTO at Heidelberg, as he underlines the customer benefits. "The potential for web-based service functions in offset printing is far from exhausted, though. In the future, electronic diagnostic options will further improve to the point where presses report a prediction of a problem even before there is a stoppage," he adds.
Innovative and powerful diagnostic and analytical functions perform the fault analysis in the presses. The Prinect CP2000 Center provides the user with details of the fault on screen and asks for the go-ahead to forward the information to the Heidelberg service team. Once this go-ahead is given, the responsible experts receive the analysis as an electronic notification, enabling them to work out a proposed solution right away and get back to the customer.
The pilot markets for eCall are the U.S. and Germany, where the function will be available from the start of next year for all new press deliveries with Prinect CP 2000 as part of the systemservice 36plus program.  A phased global market launch will follow on from drupa 2008.