Product category:
Printing Presses and Machinery (New and Used, Service and Repair)
News Release from: Heidelberg
Edited by the Printingtalk Editorial
Team on 26 January 2006
Heidelberg Uses Webex To Give Pre-Press
Support
Heidelberg is using Webex Support Centre from Webex Communications to provide instant technical support to pre-press customers worldwide.
Heidelberg is using Webex Support Centre from Webex Communications to provide instant technical support to pre-press customers worldwide With Webex Support Centre, Heidelberg said that it is able keep its customers' operations running
This article was originally published on Printingtalk on 6 Jun 2003 at 8.00am (UK)
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In the printing industry, it is critical to resolve issues quickly and Webex Support Center allows Heidelberg to offer its customers instant expert support at the push of a button, said the company.
The Webex system is used by Heidelberg Remote Services.
It allows Remote Services technicians to support customers on-line, solve problems, and upload software updates and patches.
Heidelberg customers are supported by one of 250 local service units located throughout the world.
If needed, multiple Heidelberg experts are able to participate in one on-line conference.
Bernhard Steinel, head of worldwide services at Heidelberg, said: "With Webex our remote services have become much more efficient and strikingly faster.
In pre-press we are already solving 80 per cent of service requests on-line and Webex Support Centr is an important part of the process at Heidelberg, with over 10.000 customer support sessions in 2005." Heidelberg's decision to use Webex Support Centre was based on the system's functional strengths, such as platform independence and performance for service.
Crucial from the Heidelberg-IT point of view was also the scalability and reliability of the Webex Mediatone network, added the company.
"Customer service can be a very costly, logistically difficult and time consuming affair," said Peer Stemmler, country manager for Germany at Webex in Dusseldorf.
He added: "With Webex Support Centre enterprises like Heidelberg are able to offer customers professional support, without the inefficiency and expense of on-site-visits.".
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