April 24, 2003 -- Westmont, Illinois — MAN Roland Inc. has connected its continent-wide service, training and parts functions in a new program for sheetfed presses called ServiceVision. Its purpose: to provide a single-source response mechanism printers can rely upon for all of their support needs. “ServiceVision gives printers the convenience of one-stop shopping,” says Christian Cerfontaine, Director of Marketing at MAN Roland Inc. “It also ensures that their requirements are fulfilled without any finger pointing. Every action, every call, every lesson, every spare part is backed by MAN Roland’s commitment to excellence. So they are always sure their press is in good hands.” The program is structured into four main areas: Rapid Response, Scheduled Service, Training and Parts Supply. Rapid Response encompasses MAN Roland’s time- and money-saving concept of the virtual service call, which is initiated through TeleTech. It connects a printing facility’s press crew directly to an expert member of ServiceVision’s Rapid Response Team (RRT), via broadband and phone. In most instances, the technician can tell the press operators how to get back up and running right in a matter of minutes — eliminating the expense and downtime a conventional service call entails. The effectiveness of TeleTech is enhanced by the Remote Service Diagnostics (RSD) feature that is built into most PECOM-driven MAN Roland presses. Another off-site advancement is E-Eyes, a remote diagnostic tool that utilizes a wireless digital camera that sends live trouble-shooting images to the Rapid Response Team for real-time analysis. The Scheduled Service component of ServiceVision encompasses conventional emergency calls, preventive maintenance, and several services that are unique to MAN Roland. One is a roller exchange program for the Roland 700; a second evaluates a press’ quality capabilities through a Computer Assisted Register Analysis (CARA). In its training offerings, ServiceVision provides several exclusive opportunities to MAN Roland-equipped facilities. The PowerPrinters Certification Course is a five-day intensive workshop that gives press crews a working understanding of all the automated features that MAN Roland presses provide. A PowerPECOM Course is also part of the curriculum to help operators make the most of all the powerful advantages that are built into MAN Roland’s press operating system. On-site instruction and special training are also included in this ServiceVision sector. ServiceVision’s Parts Supply group facilitates around-the-clock access via email or a single toll-free number. Only factory-approved components are provided, with multiples of over 20,000 separate items, supporting the full range of web press, sheetfed and bindery systems MAN Roland installs. The central location of ServiceVision’s Chicago warehouse means same-day delivery of emergency parts is a reality in most situations. “Like our presses, ServiceVision is completely modular, meaning printers can configure it in ways that best suits their operation,” Cerfontaine notes. “Our sheetfed customers can utilize ServiceVision starting today. We will launch a web-specific ServiceVision for web press users this summer.” Complete details about the sheetfed ServiceVision program are covered in a comprehensive brochure. A copy can be obtained via email at [email protected]. Or printers can reach their ServiceVision coordinator directly by calling 1.800.MROLAND.