Graph Expo in Chicago - Heidelberg Launches eCall, a New Web-Based Remote Service
09/10/2007
- Heidelberg is the first offset press manufacturer to offer this intelligent notification system with expert call back
- Service creates automatic preliminary diagnosis and solution
-
Available in pilot markets from January 2008
Heidelberger Druckmaschinen AG (Heidelberg) unveiled its new
web-based Remote Service - eCall - at Graph Expo, which
is being held from September 9-12, 2007 in Chicago. Operators of
presses equipped with this module can automatically send an error
message generated by the press to the responsible Heidelberg
service organization at the touch of a button.
If there is an impending service issue, the press notifies the operator with an eCall alert on the console screen. The operator then determines when, and if, to send the information to Heidelberg. In under a minute, the data required is sent and a preliminary diagnosis is produced electronically. Based on this diagnosis, the Heidelberg team of experts comes up with a proposed solution which is communicated to the user by phone. Customers no longer need to phone the Heidelberg Expert Support Team, give their contact details and explain the problem. The electronic notification sent by the press - once the user has given the go-ahead by pressing a button - provides the Heidelberg experts with all the information they need, enabling them to work out a solution for the customer quickly.
Compared to the conventional process, this can result in a time saving of up to 50 percent.
"With the launch of its web-based Remote Service solution at drupa 2004, Heidelberg set new technology standards within the print media industry and beyond, increasing machine availability for users and cutting service costs. With eCall, Heidelberg is now taking a further step in the development of intelligent service functions that dramatically cut response times for expert customer feedback," states Dr. Jürgen Rautert, CTO at Heidelberg, as he underlines the customer benefits. "The potential for web-based service functions in offset printing is far from exhausted, though. In the future, electronic diagnostic options will further improve to the point where presses report a prediction of a problem even before there is a stoppage," he adds.
Innovative and powerful diagnostic and analytical functions perform the fault analysis in the presses. The Prinect CP2000 Center provides the user with details of the fault on screen and asks for the go-ahead to forward the information to the Heidelberg service team. Once this go-ahead is given, the responsible experts receive the analysis as an electronic notification, enabling them to work out a proposed solution right away and get back to the customer.
The pilot markets for eCall are the U.S. and Germany, where the function will be available from the start of next year for all new press deliveries with Prinect CP 2000 as part of the system service 36plus program. A phased global market launch will follow on from drupa 2008.
Image:
With eCall, its new web-based Remote Service function, Heidelberg will increase its customers' machine availability and help cut service costs.
Further information for journalists:
Heidelberger Druckmaschinen AG
Corporate Communications
Matthias Hartung
Tel.: +49 (0)6221 92 50 77
Fax: +49 (0)6221 92 50 46
E-mail: matthias.hartung@heidelberg.com
If there is an impending service issue, the press notifies the operator with an eCall alert on the console screen. The operator then determines when, and if, to send the information to Heidelberg. In under a minute, the data required is sent and a preliminary diagnosis is produced electronically. Based on this diagnosis, the Heidelberg team of experts comes up with a proposed solution which is communicated to the user by phone. Customers no longer need to phone the Heidelberg Expert Support Team, give their contact details and explain the problem. The electronic notification sent by the press - once the user has given the go-ahead by pressing a button - provides the Heidelberg experts with all the information they need, enabling them to work out a solution for the customer quickly.
Compared to the conventional process, this can result in a time saving of up to 50 percent.
"With the launch of its web-based Remote Service solution at drupa 2004, Heidelberg set new technology standards within the print media industry and beyond, increasing machine availability for users and cutting service costs. With eCall, Heidelberg is now taking a further step in the development of intelligent service functions that dramatically cut response times for expert customer feedback," states Dr. Jürgen Rautert, CTO at Heidelberg, as he underlines the customer benefits. "The potential for web-based service functions in offset printing is far from exhausted, though. In the future, electronic diagnostic options will further improve to the point where presses report a prediction of a problem even before there is a stoppage," he adds.
Innovative and powerful diagnostic and analytical functions perform the fault analysis in the presses. The Prinect CP2000 Center provides the user with details of the fault on screen and asks for the go-ahead to forward the information to the Heidelberg service team. Once this go-ahead is given, the responsible experts receive the analysis as an electronic notification, enabling them to work out a proposed solution right away and get back to the customer.
The pilot markets for eCall are the U.S. and Germany, where the function will be available from the start of next year for all new press deliveries with Prinect CP 2000 as part of the system service 36plus program. A phased global market launch will follow on from drupa 2008.
Image:
With eCall, its new web-based Remote Service function, Heidelberg will increase its customers' machine availability and help cut service costs.
Further information for journalists:
Heidelberger Druckmaschinen AG
Corporate Communications
Matthias Hartung
Tel.: +49 (0)6221 92 50 77
Fax: +49 (0)6221 92 50 46
E-mail: matthias.hartung@heidelberg.com
For US journalists:
Heidelberg USA
Tim Henschel
Tel.: +1-770-419-6554
E-mail: timothy.henschel@heidelberg.com
Heidelberg USA
Tim Henschel
Tel.: +1-770-419-6554
E-mail: timothy.henschel@heidelberg.com
rtf Document
If your browser displays the file instead of downloading, choose 'Save As' from your browser's 'File' menu. Download (675 KB)
