Customized packages throughout the equipment's life cycle if
Additional preventive services and Remote Service
Saphira consumables and original service parts deliver top
quality and reliability
Print Media Academy ensures systematic know-how transfer
In addition to cutting-edge technologies, Heidelberger
Druckmaschinen AG (Heidelberg) also offers its customers a
comprehensive service portfolio. The concept incorporates
customized and preventive services and covers equipment servicing,
management consultancy, HR development and training, consumables,
financial services and the sale of remarketed equipment.
Consultancy services are becoming more important, as is the use of
the Internet for remote diagnosis and preventive measures.
Systemservice - the 36plus concept and the partner program
Systemservice from Heidelberg provides the most
comprehensive range of services in the print media industry.
Customers benefit from transparent cost planning thanks to
Systemservice 36plus, which covers all key services for a period of
three years from delivery, and the associated Partner Program,
which follows on from this and can be agreed on separately. Taking
advantage of Systemservice from Heidelberg helps users improve
availability and productivity and cut the total cost of ownership.
In addition, customers can expect a higher resale value for a
product that has undergone regular maintenance - according to a
survey, up to 7.5 percent higher than for a machine that has not
benefited from regular maintenance.
Ever-increasing number of online services
The Internet is becoming increasingly important for the
provision of services. Users can link their production systems to
their local Heidelberg service representative over the Internet.
This representative can make a diagnosis online and, in many cases,
correct the fault or solve the problem remotely. Users can also be
given online guidance and assistance, often enabling problems to be
prevented before they even occur. For the Prinect workflow and
Heidelberg CtP systems, the first time fix rate (i.e. the number of
problems solved or at least diagnosed the first time the customer
gets in touch) is around 90 percent. The equivalent rate for
electronic press components is around 70 percent.
Heidelberg recently launched eCall, a new function that
enables presses to report a fault automatically to the Heidelberg
service team. An error message is sent to Heidelberg and an
automatic preliminary diagnosis is made in under a minute. The
customer is then called back straight away with a proposed
When problems are particularly complex, Heidelberg service
technicians can turn to the Global Expert Network for additional
support. Web-based Remote Service enables the local Heidelberg
service technician to work in tandem with the worldwide network of
experts when performing servicing work. The security of the
Internet platform used by Heidelberg has been certified on several
occasions by TüVIT GmbH and is equivalent to that of
established online banking services.
Saphira - top results thanks to approved quality
Heidelberg keeps a wide range of print shop consumables in
stock. In future, these will be marketed under the name
"Saphira". The consumables are specially selected and
tested for use in Heidelberg equipment and ensure top-quality
printing and a stable production process.
Original service parts from Heidelberg
Given the demand for ever higher productivity, top-quality
service parts and consumables are just as vital to business success
as the press itself. Top quality and reliability are also important
to Heidelberg when it comes to the material composition of its
products. This is developed by Heidelberg itself, GS-certified,
subjected to thorough testing and enhanced on an ongoing basis.
Customers can also rely on an excellent price-performance ratio.
Heidelberg provides its usual warranty for all its products and
stocks sufficient quantities of the necessary replacement parts
over a period of many years. Thanks to the most comprehensive and
efficient logistics network in the industry, the company ensures
that over 95 percent of the parts ordered arrive at their
destination within 24 hours.
Here too, customer surveys have shown that consistent use of
original service parts, even for wear parts, can increase the
resale value of machinery and systems by over four percent.
Business Consulting - transparent processes lay the foundation
With Business Consulting, Heidelberg offers business
management advice that goes well beyond just printing. Working in
close cooperation with print companies, Business Consulting experts
develop an investment model geared precisely to the customer's
specific circumstances. They also help companies with management
issues and provide a sense of security when decisions for the
future are being made.
Print Media Academy - systematic training pays off
With the Print Media Academy (PMA), Heidelberg has created a
globally networked center for communication, training, and
know-how. The PMA offers a comprehensive training program at 18
locations in 14 different countries worldwide. It also creates a
forum for printers, print buyers, schools, universities, and key
manufacturers in the industry to exchange views and information
through a large number of publications, seminars, and congresses.
Last year, Heidelberg opened the Educ@te Center in Eppelheim. This
is the largest training center of its kind in the industry and
enables customers and service technicians from all over the world
to learn about, and receive training on, cutting-edge Heidelberg
Financial Services - tailor-made financial assistance
Heidelberg Financial Services provides print media
companies with expert and reliable support on financing issues. A
team of experts works intensely to make banks and leasing companies
aware of issues peculiar to the print media industry, thereby
facilitating the provision of finance for investments.
Remarketed equipment - the best alternative to a new Heidelberg
machine is a remarketed one direct from the manufacturer
Remarketed equipment from Heidelberg ensures top quality
and cost-effectiveness. In addition to excellent reliability, print
shops purchasing remarketed equipment benefit from access to the
full Heidelberg service network, including on-site installation,
service parts, consumables, and a full range of consultancy
The most comprehensive service network in the print media
Heidelberg has by far the most comprehensive and powerful
service network in the entire print media industry. Some 5,000
service and consumables specialists at 250 branch offices in 170
countries are committed to satisfying the requirements of more than
200,000 Heidelberg customers. It also has the most comprehensive
logistics network in the industry, delivering 2,500 shipments to
customers all over the world every day - normally within 24 hours.
Europe, the U.S.A., and Asia all have a dedicated logistics center
and each center stocks around 130,000 different parts. Urgent
orders leave the warehouse no more than an hour after being
received and reach the majority of customers during the morning of
the next working day.
Heidelberg has geared the scope of Systemservice in each
region to the different conditions and requirements of the various
world markets. Details on availability can be obtained from
regional Heidelberg branch offices.
Further information for journalists:
Heidelberger Druckmaschinen AG
Tel.: +49 (0)6221 92 50 77
Fax: +49 (0)6221 92 50 69