Intelligent service concepts from Heidelberg even in COVID-19

Maintenance and installations despite challenging times

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COVID-19
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 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.

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 Indian Printer and Publisher’s balanced industry journalism and help sustain us by subscribing.

– Naresh Khanna

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