Product category:
Printing Presses and Machinery (New and Used, Service and Repair)
News Release from: Heidelberg | Subject: ECall web-based remote service
Edited by the Printingtalk Editorial
Team on 18 September 2007
Automatic Error Message Prompts Press
Service
Operators running Heidelberg presses can now send an error message generated by the press to the responsible Heidelberg service organisation to respond at the touch of a button.
Operators running Heidelberg presses can now send an error message generated by the press to the responsible Heidelberg service organisation to respond at the touch of a button The new web-based remote service - eCall - is available to companies with presses equipped with the module
This article was originally published on Printingtalk on 6 Jun 2003 at 8.00am (UK)
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If there is an impending service issue, the press notifies the operator with an eCall alert on the console screen.
The operator then determines when and if to send the information to Heidelberg.
Heidelberg claimed that in under a minute, the data required is sent to the company or one of its service organisations and a preliminary diagnosis is produced electronically.
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Based on that diagnosis, the Heidelberg team can recommend a proposed solution, which is communicated to the user by telephone.
The company added that customers no longer need to phone the Heidelberg Expert Support Team to receive the necessary support.
The electronic notification sent by the press - once the user has given the go-ahead by pressing a button - provides the Heidelberg team with all the information they need, enabling them to work out a solution for the customer quickly.
Compared to the conventional process, that can result in a time saving of up to 50 per cent, added Heidelberg.
Diagnostic and analytical functions perform the fault analysis in the presses.
The Prinect CP2000 centre provides the user with details of the fault on screen and asks for the go-ahead to forward the information to the Heidelberg service team.
Once clearance is given, the responsible experts receive the analysis as an electronic notification, enabling them to work out a proposed solution right away and get back to the customer.
The pilot markets for eCall are the USA and Germany, where the function will be available from the start of next year for all new press deliveries with Prinect CP 2000 as part of the Systemservice 36plus programme.
A phased global market launch will follow after Drupa 2008.
Dr Jurgen Rautert, chief technical officer at Heidelberg, commented: "With the launch of the web-based Remote Service system at Drupa 2004, we set new technology standards within the print media industry and beyond, increasing machine availability for users and cutting service costs.
With eCall, Heidelberg is now taking a further step in the development of intelligent services that dramatically cut response times for expert customer feedback." He continued: "The potential for web-based services in offset printing is far from exhausted, though.
In the future, electronic diagnostic options will further improve to the point where presses report a prediction of a problem even before there is a stoppage.".
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