It’s a year since Heidelberg first rolled out its Heidelberg Assistant customer portal and the company is now expanding this to new countries, though not the UK.
Heidelberg chose to operate the pilot scheme in Germany, Switzerland, the United States, and Canada and now has it running in more than 400 print shops in these countries. One of these customers, Jürgen Herr, head of printing at August Faller GmbH & Co. KG in Waldkirch, commented: “The Heidelberg Assistant represents a major step into the digital world, enabling far better analyses of press performance than simple service reports. The option of logging into the Heidelberg Assistant to arrange service callouts will also without doubt improve our customer satisfaction.”
The system is now being offered in Japan, Poland, and Austria. Heidelberg view it as central to transforming the company as it looks to embrace digital technology and to continue to offer new business models. It gives customers a transparent process workflow together with smart and efficient print shop operation. Each and every user has personal access to the customer portal and obtains an overview of the print shop’s service and maintenance status, including data-driven failure prediction. Those users also get access to Heidelberg’s knowledge database. Heidelberg is using the assistant for further market scaling of its existing big data applications, such as Predictive Monitoring and Performance Consulting, which aim to help customers boost their overall productivity.
Professor Ulrich Hermann, Member of the Management Board and Chief Digital Officer at Heidelberg, says that it’s used by customers of all sizes and from all segments, noting: “Digitization is becoming increasingly important at a great many print shops, and our customers appreciate the digital service portfolio we offer them 24/7 with the Heidelberg Assistant.”