In order to be successful nowadays, print shops need to do more than simply use state-of-the-art technology. Services from suppliers are playing an ever greater role in ensuring that equipment is available round-the-clock and in helping users unlock the full potential of a machine or integrated solution.

To give customers faster access to these benefits as and when they require them, Heidelberger Druckmaschinen AG (Heidelberg) has combined its entire service portfolio in a dedicated division. Visitors to IPEX 2010, which is taking place in Birmingham in the U.K. from May 18 to 25, will be able to find out exactly what the Services division has to offer at the Heidelberg booth in Hall 8.

The portfolio covers a print shop's entire value added chain and the full life cycle of a machine - from the initial investment to resale.

As Marcel Kiessling, Member of the Management Board responsible for Heidelberg Services, underlines: "By combining all our services in a dedicated division, Heidelberg can now provide print shops with the most comprehensive service portfolio in the print media industry in an even more targeted and efficient way. Our aim is to ensure our customers' long-term success through lean and environmentally friendly production. I firmly believe that an extensive range of services is a key factor in this respect."

Heidelberg has geared its services to the needs of its customers by splitting them into two categories - Availability Services and Performance Services.

Availability Services keep equipment operating smoothly
The Availability Services category covers all the services that aim to ensure a high level of round-the-clock machine availability at print shops. This includes on-site visits by service engineers as required, the entire range of remote diagnostic and inspection functions, supply of Original Heidelberg Spare Parts, and Heidelberg Systemservice service agreements. The individual components interact to maximize machine availability 24/7.

Since the introduction of Remote Services, for example, it has been possible to resolve many problems over the phone or online. This has eliminated the need for a large number of time-consuming and costly service engineer call-outs. What's more, response times have been roughly halved by the eCall function, which automatically generates a detailed error message for transmission to the Heidelberg service team if a machine develops a fault.

Performance Services help unlock the full potential of print shops
The Performance Services category covers all services aiming to leverage the existing potential of a print shop, including efficient production that is as environmentally friendly as possible. In addition, these services aim to create lean processes throughout the company. Heidelberg Business Consulting offers consultancy services for investment planning, process optimization, and business development. Its comprehensive analyses result in concrete measures for process improvement, process integration with Prinect, staff training programs, and the modernization of existing technology.

Other services help print shops obtain certification to ISO or the latest environmental standards. The use of coordinated and tested Saphira consumables not only ensures compliance with specific print standards. It also has a major impact on optimizing color management and thus on minimizing waste. In addition to helping the environment, this also plays a key role in lean manufacturing.

Visitors to IPEX can find out how they can use Saphira products to get the most out of their equipment while also protecting the environment. Saphira Chemfree printing plates, for example, enable faster imaging and require no chemicals, while the Anicolor Performance Kit achieves a further reduction in waste on presses with Anicolor technology.

In addition to services as such and consumables, the Services division is also responsible for the Prinect print shop workflow and Heidelberg Remarketed Equipment portfolios.

In future, too, Heidelberg is planning to expand its service portfolio with useful additions. Partnerships and cooperation agreements, for example with workflow or consumables specialists, are further options, if they offer added value to customers.

Global service network
Heidelberg customers benefit from the most comprehensive service network in the print media industry. Some 4,000 service staff based at 250 different branches in 170 countries are on hand to respond to the full range of customer requirements, from call-outs to online inquiries and orders by phone. Thanks to a sophisticated and global logistics network, spare parts and consumables are normally delivered to print shop customers within 24 hours.