Customized Approach to Customer Support Embraces Productivity, Performance, Training
For Graph Expo 2012, Heidelberg Systemservice will emphasize an integrated portfolio of technologies and services designed to provide printers with stable production, maximum availability, and all-around optimum performance.
Unscheduled downtime, underutilized capacity, and substandard quality are at the top of the list of undesirables for busy printers. Left unaddressed, these factors can negatively affect a printer's reputation, profitability, and the resale value of equipment, as well as compromise his long-term success. For these reasons, Heidelberg Systemservice focuses on helping printers improve the overall efficiency of their businesses with a portfolio extending well beyond technical services and consumables to productivity, process optimization, and business and employee development.
New Additions to Systemservice Portfolio
Visitors to the Systemservice area of booth 1214 will take special note of Remote Monitoring, the latest innovation in Heidelberg's Remote Service portfolio, which also includes Remote Diagnostics and web-based eCall emergency notification. In contrast to these customer-initiated services that kick in after a problem arises, Remote Monitoring provides for early detection of machine system failures before problems occur, based on continuous data capture from the press via Internet and subsequent analysis by Heidelberg Systemservice experts. Benefits include a more predictable production schedule and reduced downtime.
Heidelberg Systemservice also recognizes that traditional service agreements may not always fit the needs of every printer. For printers in this category, Heidelberg offers Flexibleservice, a custom-designed service program tailored to the user's business goals and budget. The program takes into account the age, model, and utilization of equipment, defines the service elements required (maintenance, phone support, online assistance, etc.), and determines pricing based on the printer's service history. For printers with a mix of new and old equipment, a hybrid option can be exercised, for example, by combining Heidelberg's Full-Service Partner Program for newer presses with the flexible option for older models.
No matter which option or mix of options a printer chooses, the result is peace of mind, enhanced production security via higher machine availability, improved productivity, sustained high quality, improved budgeting, and higher resale value.
Technical Services and Consumables
Heidelberg offers an effective technical service portfolio and consumables that are matched perfectly with your machines. Eco-friendly Saphira products such as printing plates, inks, coatings and chemicals play a key role in ensuring optimized machine operation. In the event a service intervention is required, more than 4,000 Systemservice staff are available to rectify problems as quickly as possible, and some 95 percent of all service parts can be delivered within 24 hours.
Heidelberg also works with users to analyze their productivity and make recommendations for improvement. Periodic "fitness checks" ensure that equipment is in the best possible condition. Print Color Management helps shorten makeready times and reduce waste while maintaining outstanding print quality. Prinect Performance Benchmarking-winner of a 2012 InterTech Technology Award from PIA-shows printers whether their presses are performing below, at, or above the average production of their peer group. Last but not least, Saphira Performance Kits enable users to optimize performance even with special applications such as Anicolor and double-sided coating.
A series of related services is aimed at making sure printers continue to produce outstanding results. Heidelberg's Prinect print shop workflow integrates and automates the steps involved in job costing, job planning, prepress, press, and postpress to help printers improve their processes and train staff. Heidelberg's analysis may involve value stream mapping, material flow optimization, training and consulting for lean production, integration of leading MIS, Web-to-print and digital printing systems, and more.
The education and consulting services offered by Heidelberg's Print Media Academy are dedicated to the proposition that a printing business is only as good as the staff it employs. Heidelberg training programs and seminars enable operators to utilize the full potential of Heidelberg equipment, while managers and senior managers benefit from know-how ranging from process management to corporate governance and marketing. In addition to 24/7 access to a global network of Heidelberg experts, services range from analysis of qualifications for press operators, to on-site application training and production monitoring, to succession planning.
Many print shops make a profit equivalent to just 1.5 percent of sales. The best achieve 10 percent or more. Heidelberg's Business Development services help printing businesses reach their full potential. Experienced consultants provide advice and support for the implementation of lean manufacturing concepts, investment decision, as well as corporate, marketing, and sales strategies.
Heidelberg Systemservice activities are aligned with every aspect of Heidelberg's support for the customer. At Graph Expo 2012, a continuous multimedia display at the center of Booth 1214 will highlight this integrated approach by showing the application of Systemservice products and services to Heidelberg's entire print media portfolio. To learn more, visitors may consult with Heidelberg experts at the Systemservice desk, where they will be invited to complete a short survey and register to win an Apple iPad 3 or a $1500 voucher for Parts and Service.