Heidelberg Presents Expanded Web-Based Remote Service Functions at drupa
03/31/2004
At drupa 2004, Heidelberger Druckmaschinen AG (Heidelberg) will
be presenting expanded web-based Remote Service functions
Web-based Remote Service for Heidelberg workflow solutions has been available since as early as summer 2003. At drupa this year, Heidelberg will be exhibiting the linkup with the CP2000 Center and the postpress products ST 400 and ST 350.
Secure, web-based technology provides many customer benefits
Heidelberg is offering its customers multi-stage Remote Service based on a secure, globally standardized Internet platform. Customers will already be familiar with services such as "Remote Diagnosis" and "Remote Help", where Heidelberg experts connect interactively with the customer's system in order to correct faults or solve problems. "Remote Help" allows Heidelberg experts to provide help and instructions to the machine operator directly on the screen of the machine. The service packages connected with this are already included in the warranty period.
These services have been set up on a new Internet-focussed platform where distance is no longer an issue. The customer establishes contact with the service operative over the Internet and allows the service operative access to his production system. In the first instance, the customer and the service engineer responsible for that region use the Remote Service platform to try and solve the problem together. If the problem is more complex, the Heidelberg service engineer can then consult the most experienced service experts in the world for this type of problem live via an online conference session so they can work together on the customer's system to provide a solution.
The customer is kept involved at all times and is "in control" of the process. He initiates access to the system with a click of the mouse and can terminate that access at any time in the same way. Nothing takes place without his knowledge and he can follow the problem-solving process live on screen.
Many faults can be analyzed in this way and solved quickly and easily. The customer does not have to wait for a service visit and machine downtimes are reduced.
Proactive Remote Service helps prevent problems from occurring
The web-based service also features some new functions. "Proactive Service" is a new service function for presses. The press itself can inform a service control system if a fault occurs or if its next scheduled service is due, so that a service engineer can be informed in good time. In this case, the information available to the engineer may include, for example, detailed data for clearing up a fault. This service function shortens reporting and analysis times within the service process and therefore helps to further increase the productivity of Heidelberg presses.
Another new function will be the "Preventive Service". With "Preventive Service", even if there are no serious faults, predictive analyses of machine data are performed with the customer's agreement, so that any faults that may be developing can be identified early on and eliminated. The aim of this service is to prevent serious faults from occurring in the first place and to keep machine availability to a maximum through the use of planned service operations.
"Heidelberg's expanded, web-based Remote Service functions mean our customers can rely on fast, professional help from our experts round the clock. According to Bernhard Steinel, Service Manager at Heidelberg, this means that Heidelberg customers benefit from more service at a lower price, while also allowing Heidelberg to optimize its service cost structure.
Image:
Web-based Remote Service shortens reporting and analysis times, which increases system productivity.
For further information:
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
Web-based Remote Service for Heidelberg workflow solutions has been available since as early as summer 2003. At drupa this year, Heidelberg will be exhibiting the linkup with the CP2000 Center and the postpress products ST 400 and ST 350.
Secure, web-based technology provides many customer benefits
Heidelberg is offering its customers multi-stage Remote Service based on a secure, globally standardized Internet platform. Customers will already be familiar with services such as "Remote Diagnosis" and "Remote Help", where Heidelberg experts connect interactively with the customer's system in order to correct faults or solve problems. "Remote Help" allows Heidelberg experts to provide help and instructions to the machine operator directly on the screen of the machine. The service packages connected with this are already included in the warranty period.
These services have been set up on a new Internet-focussed platform where distance is no longer an issue. The customer establishes contact with the service operative over the Internet and allows the service operative access to his production system. In the first instance, the customer and the service engineer responsible for that region use the Remote Service platform to try and solve the problem together. If the problem is more complex, the Heidelberg service engineer can then consult the most experienced service experts in the world for this type of problem live via an online conference session so they can work together on the customer's system to provide a solution.
The customer is kept involved at all times and is "in control" of the process. He initiates access to the system with a click of the mouse and can terminate that access at any time in the same way. Nothing takes place without his knowledge and he can follow the problem-solving process live on screen.
Many faults can be analyzed in this way and solved quickly and easily. The customer does not have to wait for a service visit and machine downtimes are reduced.
Proactive Remote Service helps prevent problems from occurring
The web-based service also features some new functions. "Proactive Service" is a new service function for presses. The press itself can inform a service control system if a fault occurs or if its next scheduled service is due, so that a service engineer can be informed in good time. In this case, the information available to the engineer may include, for example, detailed data for clearing up a fault. This service function shortens reporting and analysis times within the service process and therefore helps to further increase the productivity of Heidelberg presses.
Another new function will be the "Preventive Service". With "Preventive Service", even if there are no serious faults, predictive analyses of machine data are performed with the customer's agreement, so that any faults that may be developing can be identified early on and eliminated. The aim of this service is to prevent serious faults from occurring in the first place and to keep machine availability to a maximum through the use of planned service operations.
"Heidelberg's expanded, web-based Remote Service functions mean our customers can rely on fast, professional help from our experts round the clock. According to Bernhard Steinel, Service Manager at Heidelberg, this means that Heidelberg customers benefit from more service at a lower price, while also allowing Heidelberg to optimize its service cost structure.
Image:
Web-based Remote Service shortens reporting and analysis times, which increases system productivity.
For further information:
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
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