The Comprehensive Service Portfolio from Heidelberg

• Customized packages throughout the equipment's life cycle if required
• Additional preventive services and Remote Service functions
• 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 solution.

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 for success
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 technology.

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 services.

The most comprehensive service network in the print media industry
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.

Regional services
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
Corporate Communications
Matthias Hartung
Tel.: +49 (0)6221 92 50 77
Fax: +49 (0)6221 92 50 69
E-mail: matthias.hartung@heidelberg.com