Intelligent service concepts from Heidelberg during COVID-19

Maintenance and installations despite challenging times

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Heidelberg
Despite the lockdown, Heidelberg Thailand, for example, offers professional service and support - even remotely - in full

The Covid-19 pandemic poses enormous challenges for the world and, of course, for the entire print media industry. As a reliable partner, Heidelberg wants to master the situation together with its customers and with intelligent or digitized service concepts and offerings. As part of the #We4You campaign, Heidelberg is underlining how this is happening with examples from around the world.

Heidelberg intelligent service support

Heidelberg recently presented its extended range of contracts, known as Print Site Contracts. The aim of this offer is to ensure that the potential of Heidelberg’s equipment solutions is actually exploited in practical operation. The fact that concluding a service contract pays off is demonstrated by the application at W. Kohlhammer Druckerei in Stuttgart. Thanks to good capacity utilization, the company was only able to allow time for servicing the three Speedmaster XL 106 eight-color presses from Saturday morning to Sunday evening. Within three weekends, three maintenance sessions, a press check, and overhauls of individual components were carried out under challenging conditions in order to maintain the presses’ full production capacity. W. Kohlhammer Druckerei is one of the leading printing and publishing houses in the German-speaking world and offers a wide range of books, magazines and forms for all scientific fields.

When the installation plan for the new Speedmaster XL 106 ten-color perfecting press for B&K Offsetdruck was scheduled to take four weeks, nobody could have imagined how much the Corona pandemic would affect business and private life. The press is one of three that will be supplied by a local consignment warehouse through a subscription contract. So it was not only necessary to install the machine on time despite the difficult conditions, but also to create the conditions for supplier-controlled inventory management and to train the customer’s team accordingly. The challenge was mastered in a cooperative partnership with the customer and the machines in Ottersweier continue to run at full speed.

In spite of the lockdown, Heidelberg Thailand provides full professional service and support. Health and safety is a top priority, the team pro-actively develops new procedures and adapts existing ones to meet all local regulations and customer safety requirements while ensuring the best possible support. This has enabled the team to perform installations, carry out maintenance work, and solve problems remotely, even remotely.

In Malaysia, the lockdown began on 18 March. Thanks to the digital connection of the machines to the Heidelberg cloud, the teams were able to support customers with various issues. Where on-site visits were not possible or feasible, the Heidelberg teams worked directly with customers in the Service Center to analyze and resolve problems remotely. Among many others, they were able to bring machines back into production where errors occurred in the pile delivery or in the positioning of the delivery grippers.

Heidelberg employees in Indonesia are working hard to solve even the most critical problems during the lockdown. The Heidelberg support teams Indonesia carries out the service on site and follows all government regulations and protocols related to Covid-19: for example, wearing Face masks, gloves, use of hand disinfectants and keeping the required distance. Some of the engineers are on standby at home to contact customers remotely if they need assistance.