For five years now, the TelePresence hotline has linked printing companies to printservices technicians. Right now more than 1,000 printing companies in 51 countries with manroland sheetfed offset presses are linked to the TeleSupportCenter via the RemoteService software from symmedia: rapid assistance and services are available 24/7 and 365 days a year.
USA, please take over!
The printservices support centers are located in three time zones and customers can access them day and night. TeleSupportCenter technicians who speak German or English are always on standby to rectify faults by remote diagnosis – thanks to effective communication and ultramodern analysis and diagnostic tools provided by the RemoteService software symmedia SP/1. "symmedia supported us very strongly in developing TelePresence into a 24/7 service, and together we now have ambitious plans to expand our remote service portal," emphasizes Marco Faulhaber, Executive Vice President printservices for sheetfed printing systems at manroland. "Not only are our procedures now much more efficient and transparent, but through the tight network of experts we are very close to our customers and trusted partners in their daily business."
Problem identified, problem solved
A good customer relationship develops above all through effective teamwork: when a printer sends a service request by pressing a button on the control console, the printservices technician immediately has access to all important press data, live camera feed, and digital documentation via the Internet for diagnosis and solving the problem. There is no need for the printing company to wait a long time for a technician to arrive. In addition, TelePresence users are regularly provided with an evaluation of the condition of their printing system and are informed in good time about measures that could further improve press productivity. "The more complex and delicate production processes are, the more costly the failures," is how Peter Barkowsky, Managing Director of symmedia GmbH, explains the situation of his customers. "The experience we have with plant and equipment spanning different industries such as wind energy and automobile manufacturing flows into our RemoteService software, which makes it an effective service enabler."