Customers Endorse Heidelberg Systemservice Maintenance ProgramApril 29, 2010
Heidelberg’s Technical Helpdesk “fix rate”, meaning the number of problems solved upon first contact over the phone, is around 70 percent, and is up to 90 percent for Prinect software. Heidelberg is setting standards in the industry with its phone support. The company is the only provider to offer remote solutions for all print shop areas from a single source. The phone support minimizes downtime, which can even be reduced further with regular Systemservice inspections.
When a service call can’t be avoided, Heidelberg technicians can be dispatched to the location quickly. For example, said George Nikard, vice president operations for Swifty Printing and Digital Imaging in Seattle, Wash.,
“What we most appreciate about Heidelberg Systemservice is the speed with which they respond when anything goes wrong. That isn’t often, but we never have to wait for help. Better still, the service calls are accomplished efficiently and fast, and needed parts arrive by next-day air. There’s no foot-dragging whatsoever. Heidelberg Systemservice adds real value for us.” Nikard also notes that his company’s three-year-old Quickmaster QM-DI press receives outstanding coverage and attention from Heidelberg Systemservice, despite the fact that Heidelberg discontinued production of the QM-DI in 2006.
Knight Abbey’s Lunsforn seconds the notion: “The process always starts with a phone call to our Heidelberg service rep. If the problem can’t be resolved over the phone or via the web, we can be sure a technician will be here, and fast. “
Adds Bruce Volz, plant manager at Alphagraphics in Tucson, Ariz.,
“The majority of the time, we can figure out what’s wrong after making a single phone call to Heidelberg, without setting up an on-site service call. When we do need one, a technician is dispatched quickly, and if a part is needed, it’s often waiting for him when he gets here. That’s efficiency for you.”
The Best Insurance You Can Have
Besides being able to depend on perfectly serviced and maintained equipment, perhaps the most significant benefit of regular preventive maintenance is a dramatic reduction in unplanned downtime.
“As a relatively small, privately held, commercial printer, our Speedmaster CD 102 6-color press is a really important part of our livelihood,” Volz explained. “We run it relentlessly, 24 hours a day, five days a week, and some weekends, too. We can’t afford the press to perform less productively, we can’t afford unplanned downtime, and we really can’t afford to court bankruptcy in case we’re not protected when something goes wrong. Our full-service Heidelberg Systemservice contract is a great value, not least because it enables us to budget for repairs rather than get hit with a big bill all at once.”
“Printers looking for ways to lower their operating costs and increase their efficiency would be wise to consider their equipment service costs,” said Rodney Strasser, Director, Systemservice Product Marketing, Heidelberg USA. “In fact, the right service program can actually save printers money, based on a comparison of the annual cost of downtime hours with the annual cost of a comprehensive service contract.”
With a full-service maintenance contract from Heidelberg, customers receive a program that provides them with the most value for their money, including:
• Full protection for their valuable investment
• Significant reduction in unplanned downtime
• Sustained high quality through optimum machine settings
• Low administrative efforts
• Higher resale value
“In all honesty,” Volz concluded, “I would think someone would have to have a very compelling reason not to take advantage of Heidelberg Systemservice.”