KENNESAW, Ga., September 16, 2004 – Heidelberg is planning to expand its Web-Based Remote Service solution to include press and postpress products. This will extend the availability of its popular interactive Global Remote Service solution from prepress products to mechanical/electrical equipment via Intelligent Device Management (IDM).
This expansion will enable Technical Help Desk experts located at Heidelberg USA headquarters in Kennesaw, Ga., to receive data and/or device intelligence on demand and use it proactively to trigger service activities or maintenance intervals. The extended Web-Based Remote Service joins the widely implemented Web-Based Remote Service for prepress products and Modem-Based Remote Service for Speedmaster presses.
The ease-of-use of Web-Based Remote technology enables Heidelberg to expand its service offerings from the strictly electrical to electrical, mechanical, accessory and print-related service calls that can now be handled remotely.
“Web-Based Remote Service with Intelligent Device Management for press and postpress products is a big step for this technology, since we are connecting to mechanical/electrical equipment, rather than just a computer,” said Richard Mack, Remote Service Manager for Heidelberg. “The technology goes beyond the simple troubleshooting of problems. Intelligent Device Management basically means that the equipment being serviced possesses inherent preprogrammed intelligence and releases data as required.”
IDM technology benefits the maintenance and technical support environment through the “smart” transfer and processing of information. The technology permits interactive communication from a device or machine to a service portal, which then can be accessed by a service expert. After the customer gives permission through a secure connection for all data processes to take place, a number of interactive features will become available. In contrast to existing modem-based remote technology, the new system enables the device to transfer information based on time sequences, emergencies, production load or programmed data transmission. Because the device delivers information by itself, the customer’s involvement in the support session is reduced. Instead, he will be informed about the results of the process and advised of subsequent activities that need to take place. All access and activities are controlled by the customer, who must give permission before a support expert becomes involved. After the necessary permissions have been given, the service expert’s name appears on the customer’s control screen for reference.
By enlisting the support expertise of Heidelberg’s global service organization, customers can reduce the amount of machine management they must perform, and increase uptime and availability of the device accordingly. A complete machine park of connected devices (prepress, press, and postpress) will be serviceable through Web-Based Remote with IDM in the future.
“Print shops will benefit from this new generation of Remote Service technology through lower service costs, higher productivity, and peace of mind that their machine is taken care of,” Mack said.
Heidelberg will make the expanded version of its Web-Based Remote Service available soon after Graph Expo 2004. It will then also be included in the Full Service and Advantage Service Contracts Heidelberg already extends to customers. The company is currently testing the new Web-Based Remote Service with IDM around the world.
Heidelberg launched Web-Based Remote Service for prepress products one year ago at Graph Expo/Converting Expo 2003. Fault analysis, desktop control, file sharing, software upgrades and more can be accomplished for more than 700 prepress products via interactive computer-to-computer communication. Modem-Based Remote Service is a state-of-the=art remote diagnostic product, coupled with priority access and extended hours of availability that permits rapid repair from afar via direct data connections to selected Heidelberg equipment. Additional service products range from the proactive Fitness Check through to Full Service Contracts - all designed to provide customers with the support they need to ensure maximum productivity.
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