Jürgen Rautert — The View from ‘Hei’ Above
Recently we conducted a dedicated market research project for our Service business in order to better understand customer needs. The results showed that while service contracts are very important, our Service offering provides much more. For example, we also assist our clients to “optimize their productivity”; “train the operators”; and “optimize the material flow,” just to name a few. This can significantly help increase productivity in even a customer’s existing equipment.
I’d like to remind your readers that our global service parts network enables us to supply our customers directly in a matter of hours. Our dense service and sales network spans the entire globe. We employ about 7,000 service and sales staff worldwide and have an active presence in 170 different countries, generating around 85 percent of sales through our own sales operations. This means that we are able to provide our customers in both industrialized nations and emerging markets with optimum support.
PI: How does Heidelberg plan to grow its market share for print media consumables? What is the profit potential of this additional business?
Rautert: Our current market share is small, and we are very close to our customers. We also have a very effective logistics system for spare parts in place. We will use these prerequisites and some new elements to offer qualified consumables, backed by expert support, to drive that business.
Around PRINT 05, our entire consumables offering by Heidelberg USA was focused mainly on prepress. Now the offering has been significantly expanded to include a comprehensive portfolio of prepress, press and postpress consumables including plates, chemicals, inks, coatings and banderoles, to name a few. Our consumables portfolio has been well accepted by our customers and I’m happy with the current rate of adoption.
PI: Heidelberg is devoted to business development and business services. What is the company’s commitment to expand its business consulting area in terms of training, and what is the profit potential of this additional business?