Heidelberg Announces New Service Product Portfolio
Press release from the issuing company
CHICAGO, October 10, 2004 – For the first time at Graph Expo/Converting Expo 2004, Heidelberg’s systemservice team will have a positive and distinct presence in the Heidelberg booth.
This year’s higher profile is due to a renewed focus on Heidelberg’s partnership with its customers in securing the performance of their equipment investment throughout its lifetime. Through a display called "Product Life Cycle Services," Heidelberg will demonstrate its comprehensive support services from installation to de-installation. In addition, we will launch a complete "Service Product Portfolio," including:
Web-Based Remote Service for press and postpress products - This expanded service product extends the availability of Heidelberg’s popular interactive Global Remote Service solution from prepress products to mechanical/electrical equipment via Intelligent Device Management (IDM).
Info Scout - The electronic parts manual of the future.
eSelfhelp - The next generation of Heidelberg’s popular eSupport online troubleshooting service product.
Heidelberg will continue to offer the following systemservice products, including:
Fitness Check - one time maintenance check and inspection report
Fitness Program - annual maintenance program
Full Service Contract - complete set of services including repair service, parts and remote service
Remote Service - remote support through Technical Support Center
Web-Based Remote Service - web-based remote support through Technical Support Center
EXPANDED WEB-BASED REMOTE SERVICE
Heidelberg’s 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. This enables Technical Help Desk experts located at Heidelberg headquarters in Kennesaw, Ga. to receive data and/or device intelligence on demand and use it to trigger proactive service activities or maintenance intervals.
“Web-Based Remote Service with Intelligent Device Management for press and postpress products goes beyond the simple troubleshooting of problems,” said Richard Mack, Remote Service Manager for Heidelberg. “What Intelligent Device Management basically means that the equipment being serviced possesses inherent preprogrammed intelligence and releases data as required.”
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 Service with IDM.
“Print shops will benefit from lower service costs, higher productivity and peace of mind that the machine can take care of itself,” Mack said.
This graphical, computer-based “manual,” custom-configured for individual machines, provides a “machine map” that will enable customers to drill down to the troublesome part of the system and send a templated e-mail to Heidelberg service technicians.
Heidelberg’s eSelfhelp Internet portal provides the latest service and user information whenever and wherever customers need it by means of a searchable database complete with expert knowledge, FAQs, the latest manuals and operating instructions, software updates and important information about Heidelberg solutions. Available around the clock online, anywhere in the world, eSelfhelp permits customers to take control, save time, and optimize the availability and productivity of their Heidelberg system.
PRODUCT LIFE CYCLE SERVICES
Beginning with your equipment purchase, Heidelberg will help get your new equipment up and running smoothly, and provide consistent, necessary follow-through to make sure it continues to perform at its peak. Heidelberg’s technical expertise and service support will follow your equipment through its productive life cycle in your shop, from Installation (including pre-installation, installation and training) to Assured Production (including preventive maintenance, original Heidelberg service parts and consumables) to troubleshooting (Technical support hotline, Web-Based Remote Service, Global Expert Network, eSelfhelp and Info Scout) to quality assurance (Print color management and software and hardware upgrades) to de-Installation (De-installation and refurbishment).
LIFE CYCLE TOURS
Throughout Graph Expo/Converting Expo 2004, Heidelberg’s systemservice team will conduct Life Cycle Tours to demonstrate its new and expanded capabilities in this area. A series of four workstations will enable visitors to view its product Life Cycle Services in sequence from installation and assured production to troubleshooting and quality assurance.
MODEM-BASED REMOTE SERVICE
Heidelberg introduced Modem-Based Remote Service for Speedmaster presses equipped with CP2000 and ImageControl three years ago. The service product, which is currently connected to 110 presses throughout North America, enables highly effective but non-interactive communication among customer, device and Technical Help Desk experts.
WEB-BASED REMOTE SERVICE
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. 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.
TECHNICAL HELP DESK
Building upon the most comprehensive network of field service technicians in the world of print, and its 24/7 customer support call center, Heidelberg supports its remote troubleshooting capabilities from its Technical Help Desk at its Kennesaw, Ga. headquarters. Print experts participate in phone-based troubleshooting for most service calls, assist with specifying parts and field service requirements, and also support premium services such as Heidelberg's Remote Service program. The success rate for the Technical Help Desk in its first year of operation ranges from 70 percent for Remote Service Calls to above 90 percent for prepress calls.
In addition to Life Cycle Tours, Heidelberg’s systemservice booth at Graph Expo/Converting Expo 2004 is equipped to demonstrate the full range of its service products with live demonstrations of simulated service calls between the customer and a Heidelberg expert. Many of the service products outlined at the life cycle display will be demonstrated at the systemservice booth, including:
Remote Service - Live demos of troubleshooting service issues via Web-Based Remote Service for prepress, press and postpress products (For the first time, a postpress device, Heidelberg’s Stitchmaster ST350 high-volume industrial saddlestitcher, will be connected using Web-Based Remote Service with IDM)
Installation Support - Providing live pre-install support regarding layouts of equipment and machine configurations via Microstation CAD
eSelfhelp - Live demos of our popular 24/7 eSelfhelp support via the Internet
Info Scout - Live demos of our new electronic parts catalog
Service Products - Presentations on service products and Technical Support Center
Each of the demonstrations will be offered throughout the day.
Heidelberg is proud to offer such a wide range of service products to its customers. Each element in the service portfolio is designed to contribute to higher performance, greater productivity, and lower costs through faster, more efficient problem-solving, including helping customers to help themselves.
“Our comprehensive array of service products work to minimize production disruptions, cost, and waste for our customers and ultimately improve their bottom line,” said Geoff Loftus, senior vice president of customer support for Heidelberg USA. “Heidelberg understands that we are successful only when our customers are successful, and we are working very hard to meet their needs in a highly competitive market.”
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