Heidelberg Assistant – the digital platform for our customers
Digital transformation has now encompassed all areas of our lives. Heidelberg is once again a pioneer in this respect – the Heidelberg Assistant makes dialogue easier than ever for our print customers…
The Heidelberg Assistant is our digital customer platform that covers practically all aspects of customer dialogue – from service management, maintenance and eShop to contract management for more than 10,000 printing presses connected via the Heidelberg Cloud. For the customer, the advantages are obvious. “We have not only developed a digital platform, but also adapted the processes of our international sales and service companies to digital customer care and trained hundreds of employees. The customer benefit is reflected in the higher availability and productivity of our machines, but also in significantly simplified access to information, consumables and service parts,” says Tom Oelsner, Head of Digital Innovation HDU.
The eShop is integrated directly into the Heidelberg Assistant and offers suitable solutions for all phases of the machine life cycle. By linking directly to the customer’s service and consumption data, we simplify the ordering of spare parts and consumables for purchasers.
Imparting knowledge is an essential aspect of the Heidelberg Assistant:
The Heidelberg Knowledge Base gives customers access to more than 1,000 technical articles with valuable suggestions for everyday production work.
Full service around the clock
“Customers are looking for a service provider to ensure their production and supply. Heidelberg will grow into this role with the lifecycle business – service, maintenance, performance consulting and delivery of all required materials – this takes the load off the customer and enables him to concentrate on his challenges, namely innovation in the print media,” explains Rainer Wiedmann, Managing Director of HDU.
There is no standstill
The HDU innovation team is continuously working on further development of the Heidelberg Assistant. “Thanks to our fast, agile development cycles, we always stay a bit ahead of the market,” says Dr. André Schüngel, Head of Application Development HDU. “This enables us not only to react quickly to customer requests, but also to increase the availability of customer machinery, for example through anticipatory maintenance.
Online is a fast-moving business and requires constant attention. That’s why the HDU updates the Heidelberg Assistant at least every three months – and customers around the world benefit from one of the most powerful platforms of its kind.
For example, the current release creates more transparency and easier access to information for possible performance improvements for the machine. Customers with forward-looking maintenance concepts also receive additional information that optimizes the joint planning of maintenance assignments.