Heidelberg Assistant Turns One—Rapid Progress with Digitizing Customer Support: User Numbers Are Increasing Daily
Friday, January 11, 2019
Press release from the issuing company
One year ago, Heidelberger Druckmaschinen AG (Heidelberg) entered a new era of digital customer communication by launching the Heidelberg Assistant digital platform in the pilot markets of Germany, Switzerland, the United States, and Canada. The digitization solution is now operating successfully at more than 400 print shops in these countries, with over 700 users – a number that is increasing rapidly. The rollout in Japan, Poland, and Austria has also started.
“Digitization is becoming increasingly important at a great many print shops, and our customers appreciate the digital service portfolio we offer them 24/7 with the Heidelberg Assistant,” says Professor Ulrich Hermann, Member of the Management Board and Chief Digital Officer at Heidelberg. “Designed as an open digital platform, it is used by customers of all sizes and from all segments with their own personal Heidelberg ID,” he adds.
The user feedback is equally positive. Jürgen Herr, Head of Printing at August Faller GmbH & Co. KG in Waldkirch, has the following to say: “The Heidelberg Assistant represents a major step into the digital world, enabling far better analyses of press performance than simple service reports. The option of logging into the Heidelberg Assistant to arrange service callouts will also without doubt improve our customer satisfaction.”
Jeff Taylor, Senior Vice President Manufacturing at Hemlock Printers Ltd. in Vancouver, sums it up: “This is exactly the data and information we need to manage production efficiently."
Heidelberg Assistant wins 2019 Digital Edge 50 Award in United States
“Winning a 2019 Digital Edge 50 Award underlines that we have our finger on the pulse with the Heidelberg Assistant and have assumed a leading industry role in digitizing customer communication,” says Hermann.
Digital customer collaboration during entire lifecycle
Users also benefit from access to the sector’s largest knowledge database. In addition, they can access big data performance analyses, which creates further potential for boosting productivity. Heidelberg is using the assistant for further market scaling of its existing big data applications, such as Predictive Monitoring and Performance Consulting.
A brief introduction to the program is available on YouTube.
One year on from its market launch, the Heidelberg Assistant digital customer portal has over 700 users and has just won the 2019 Digital Edge 50 Award in the United States.
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