"This is the Speedmaster SM 74. Heidelberg, Come in Please!"
A printing press that places an emergency call? The Remote
Service Module eCall makes it possible. When technical disturbances
arise, it sends an alert to the Heidelberg Systemservice team and
ensures that customers receive help faster than ever before.
6:23 a.m.: Error at the actuator
It happens at the beginning of the early morning shift. Just
as the Speedmaster SM 74-4 reaches its full production speed, it
suddenly stops. The machine operator at the Gerhard Keinath offset
print shop in Dettingen in Southern Germany runs over to the
control center. The error message on the screen reads,
"Actuator was not recognized." And right away the eCall
window pops up. It lists the error message and priority as well as
the print shop's contact information for returning the call.
"It's really convenient. All I have to do is confirm eCall
with one click, and I get support from Heidelberg," reports
Print Shop Manager Keinath.
6:25 a.m.: eCall reaches Heidelberg
Within a minute, the support request reaches Heidelberg
Systemservice. "Thanks to eCall, the print shop no longer has
to call Heidelberg, give its contact information and explain the
problem," says Bernhard Steinel, Senior Vice President of
Service at Heidelberg. Instead, the information is relayed
automatically. The team of experts can work on the problem and help
the customer within no time.
6:55 a.m.: The Speedmaster SM 74 is running at full capacity
Back at the Keinath offset print shop. The telephone
rings less than 20 minutes later. Thomas Keinath has a
Systemservice expert from Heidelberg on the phone. He briefly
explains which settings he has to carry out on the Speedmaster SM
74 to get the actuator working again. "Thanks to the fast
solution, we can still finish a large print job on time," says
Keinath. He admits to having been somewhat skeptical at first. The
first time there was a disturbance he didn't want to rely
solely on the newly installed web-based Remote Service.
"We were under enormous time pressure that day because of an
important print job. So we decided to try and deal with the problem
ourselves as well. We hadn't expected such fast and effective
help," Keinath said.
As of 2009: eCall available for other machines
Service Director Steinel can also attest to the short
reaction times. "Thanks to eCall, error reports can be handled
up to 50 percent faster than when reported by
telephone." The so-called first time fix rate, meaning
the number of problems solved upon first contact, is impressive:
The figure is around 70 percent in press electronics; and in
Prinect Software it's even up to 90 percent. Heidelberg is setting
standards in the industry with its Remote Service. The company is
the only provider in the print media industry to offer remote
solutions for all print shop areas from a single source. The remote
diagnoses minimize down-time, which can even be prevented with
regular Remote Service inspections. "Our offer fulfills the
market demand for fast and cost-effective service solutions for all
production areas. Customer feedback confirms this as well,"
explains Steinel. For him and his team, it's an incentive to expand
their service range further. According to plan, eCall is to be
integrated step by step into other machines and systems in 2009.
Remote Services Video
Download our video to find out more about the Heidelberg Remote