HAN Customer Support Centre - Fulfilling Customers’ Expectations
Heidelberg Australia and New Zealand Customer Support Centre (CSC)
has two locations in Melbourne for Australia and Auckland for New
Zealand. The HAN CSC team aims to deliver timely quality and
efficient service to its customers.
Heidelberg Australia's CSC team consists of six members with
operation 12 hours a day - from 7am to 7pm, Monday to Friday.
With 10 staff on shift, operating from 7:30am to 5pm, Monday
Heidelberg New Zealand's CSC operates in the same manner as
the CSC in Australia.
After hours support is provided with contact direct to staff
on-call. We give 24/7 coverage through a roster that ensures we
have technicians on standby outside normal working hours.
How does the CSC operate?
When a customer calls to report a fault or service need, a
service notification is logged. The CSC operator then records a job
and assigns a priority depending on the situation. For instance,
'priority one' will be logged if a 'machine down' is reported. The
CSC representative will then locate suitable resources and
establish an action plan. They will then contact the caller back
within an hour with an update. Heidelberg have a target response
time of 4 hours but in many cases do better than this. Says
Tony van Broekhuizen, general manager customer support
"Our goal is to maximise machine up time, we get there as soon
as we can, but even with more than 110 technicians across Australia
and New Zealand we still experience shortages from time to time. We
do our best and try to work with customers to make sure we
are deploying technicians as effectively as we can."
With less urgent cases or for scheduled maintenance under a service
contract for instance, the CSC representative will agree a time
that is suitable to the customer to avoid disruption to production.
What do our customers say about the CSC?
"Thank you so much for fixing our machine problem,
especially to Heidelberg Customer Support Centre for their prompt
action in organising their technical support to look into our
problems. I think that it is an asset for Heidelberg to have
skilled people who prioritise our needs. Very much appreciated!"
said Phil Moody, Director of Kingswood Press.
According to Geoff Garside, Production Director for Superfine
Printing Co. Pty Ltd.
"Heidelberg Customer Support Centre has helped us tremendously
by tracking down an electrical board that was meant to be sent from
Germany in order to get us out of a machine down situation. Mark
Dingle, the team leader of Heidelberg CSC has always been very
helpful and professional. It definitely deserves a pat on the
"I can't thank you enough for helping us in resolving the
issues we have been struggling with on our wrapping machine. It has
restored my faith in Buhrs product… Heidelberg have been
nothing but professional in the whole process. Thanks to Heidelberg
Customer Support Centre for arranging the onsite service in a
timely and professional manner."
said Rod Jones from COJO.
How to contact HAN CSC?
Mark Dingle, Team Leader of Heidelberg Australia's
Customer Support Centre says, "We can be contacted either via
phone or email. We are seeing more people contacting us via email.
Emails get the same level of service as a phone call and is
especially helpful for customers with night shift operations
because they can email us after hours for non-urgent follow up the
next day and our CSC team will check and respond the email when we
arrive at work in the morning."
Heidelberg CSC - Australia
Ph. 1300 135 135
Heidelberg CSC - New Zealand
Ph. 0800 684 684
Heidelberg CSC's take calls from all over Australia and
New Zealand. On average operators take over 3500 phone
calls per month and about 1300 service calls are logged and
processed each month. Says Dingle. "I am very proud of
my team, we are professional and enthusiastic and have
terrific team spirit which always puts the customer first."
Team Leader CSC Australia
Tel: +61 3 9205 4265
Customer Support Manager - New Zealand
Tel: +64 9573 6888
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