Customers Endorse Heidelberg Systemservice Maintenance Program
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.”