Heidelberg supports print shops in Asia with remote service

Intelligent service concepts from Heidelberg support print shops even in challenging times

The Covid-19 pandemic poses enormous challenges for the world and, of course, for the entire print media industry. As part of the #We4You campaign, Heidelberg has been able to support its customers with intelligent or digitized service concepts and offerings.

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.

In Malaysia, the lockdown began on March 18. 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 when 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 in Indonesia carry out the service on site and follow 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.

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