Heidelberg Web-based Remote Service

Are you connected yet?
All new Heidelberg presses are now equipped with Remote Service Technology. This allows qualified Heidelberg experts to log into the heart of your machine and offer fast and efficient diagnostics and repair, as well as remote advice and training on applications and machine operation.

Customers are able to control who they grant access to and can rely on secure communication via the Heidelberg Remote Service Helpdesk based in Melbourne.

At the end of 2007 nearly 100 machines were already connected in Australia and New Zealand and many customers have experienced the benefit of prompt problem solving without having to wait for a service technician to attend.

How does it work?
If a machine has an electrical problem customers can call the Heidelberg Operation Centre to log a job. They then receive a phone call from our Remote Service Expert. At the same time the customer is prompted on the CP2000 Centre to accept the incoming request to access the machine. The Remote Service Expert can then go through the settings of the machine and diagnose or even solve the issue.

Currently the Remote Service Desk is manned from 7.30am until 4pm Mon - Fri with our team of qualified electricians manning the desk and rotating on a weekly basis.

What do our customers think?
Mike Beeby, print supervisor at Abaris Printing in Melbourne, says that he is very pleased with the Remote Service innovation. Late last year a fault on their XL 105 locked up the press and they could not start it up again. After calling the Heidelberg Operation Centre he was put through to the Remote Service Desk where the electrician on duty connected directly into the XL 105 CP 2000 consol and diagnosed the fault. Once he had done that he was able to provide a 'work around', which enabled the press operator to get the press running again until an electrician could attend and fix it.

For more information please contact your Heidelberg Service Representative or call us on 1300 135 135.