Heidelberg’s digital interface for customer support plays a crucial role

In areas of commercial, packaging and label printing

66
Rainer Hundsdörfer, chief executive officer of Heidelberg, providing support to the customers during the coronavirus pandemic has top priority
Rainer Hundsdörfer, chief executive officer of Heidelberg, providing support to the customers during the coronavirus pandemic has top priority

Heidelberg has responded as quickly as possible to the difficult conditions caused by the global coronavirus crisis and provides its customers in the area of commercial, packaging and label printing with support at all levels. “Especially in these challenging times, our digital interfaces to print shops worldwide are proving their worth in helping our customers in their daily operations,” explains Rainer Hundsdörfer, chief executive officer of Heidelberg. The company generates around 85% of its sales abroad and supports its customers in the best possible way locally with its globally based and proven service and sales network in the graphics industry. Customers in all major printing markets are served directly or via partners. “In these times of the coronavirus pandemic, our top priority is the health and safety of our employees and our customers. In terms of service, for example, we are relying even more heavily on our tried-and-tested and long-established Remote Service and the Heidelberg Assistant, taking care of everything we possibly can via digital telephony or video conferencing, and providing information via our customer databases,” continues Hundsdörfer.

Only recently, for example, the first Speedmaster press was thus sold in Germany via a video conference. A reliable supply of spare parts and consumables will also be ensured during the coronavirus pandemic. In addition, all installations or necessary on-site technical services are provided with due regard to health precautions, as far as the current situation allows, and always in mutual agreement with the customer and the prevailing local conditions. The World Logistics Center at the Wiesloch-Walldorf site has around 100,000 parts in stock, which means that more than 96% of the parts ordered are available when the order is received. Customers benefit from digital business models, such as subscription. With the Prinect Production Manager, for example, only the actual TIFF consumption per square meter is billed, which means that fewer jobs also cost less. In individual cases, Heidelberg grants extended payment terms for maintenance agreements. “We greatly value our customers, and, as their partner, are convinced that we will master this time together,” emphasizes Hundsdörfer.

Masterwork MK, partner and largest single shareholder in Heidelberg, founded MK healthy Co., Ltd. at the end of February, and has entered into the production of medical face masks.
Masterwork MK, partner and largest single shareholder in Heidelberg, founded MK healthy Co., Ltd. at the end of February, and has entered into the production of medical face masks.

Production in China ramped up again

In China, currently the largest single market for Heidelberg, the company runs its own production site in Shanghai. Having been the first market to be affected by the outbreak of the coronavirus pandemic, the situation there seems to be gradually easing. Production is now back to pre-crisis level, and all employees are back at work. Since the end of February, all employees at the local sales company have also been back in action, providing support to customers, if possible in person, or otherwise by telephone.

Health and safety are paramount

The top priority for Heidelberg is the health of its employees at all sites. Appropriate regulations on safety and hygiene are strictly observed. Masterwork MK, partner and largest single shareholder in Heidelberg, founded MK healthy at the end of February, and has entered into the production of disposable medical face masks, including the complete supply chain. To date, the MK Group has also provided 35,000 medical face masks for the Heidelberg Group, and another 40,000 will follow shortly, primarily for the use of service technicians on customer assignments.

The Covid-19 pandemic led to the country-wide lockdown on 25 March 2020. It will be two years tomorrow as I write this. What have we learned in this time? Maybe the meaning of resilience since small companies like us have had to rely on our resources and the forbearance of our employees as we have struggled to produce our trade platforms.

The print and packaging industries have been fortunate, although the commercial printing industry is still to recover. We have learned more about the digital transformation that affects commercial printing and packaging. Ultimately digital will help print grow in a country where we are still far behind in our paper and print consumption and where digital is a leapfrog technology that will only increase the demand for print in the foreseeable future.

Web analytics show that we now have readership in North America and Europe amongst the 90 countries where our five platforms reach. Our traffic which more than doubled in 2020, has at times gone up by another 50% in 2021. And advertising which had fallen to pieces in 2020 and 2021, has started its return since January 2022.

As the economy approaches real growth with unevenness and shortages a given, we are looking forward to the PrintPack India exhibition in Greater Noida. We are again appointed to produce the Show Daily on all five days of the show from 26 to 30 May 2022.

It is the right time to support our high-impact reporting and authoritative and technical information with some of the best correspondents in the industry. Readers can power Packaging South Asia’s balanced industry journalism and help sustain us by subscribing.

– Naresh Khanna

Subscribe Now

LEAVE A REPLY

Please enter your comment!
Please enter your name here