What is Service?

If you purchased a new piece of printing equipment or software in the past you were likely offered an optional service agreement that offered regular maintenance at a set, up-front fee and was structured much like a car's extended warranty. If you paid for the service agreement you were essentially buying the peace of mind that, if anything went wrong with the equipment, you would not have unnecessary repair expenses or costly downtime. If you didn't, you were gambling that your equipment would not break down for the term of the agreement, and crossed your fingers that any repairs would be less expensive than the up-front cost of the service agreement. If the term expired and your repair costs were lower than the cost of the agreement, you patted yourself on the back for a wise decision. If not, you cursed your bad luck. But the graphic arts industry has changed dramatically, forcing printers and their suppliers to re-evaluate every area of their business and implement best practices wherever possible to remain competitive. And the area of service agreements is no exception. In addition to the scores of new, sophisticated presses and prepress solutions, Heidelberg Canada is also leading the way with enhancements to its service agreement offerings, aimed at helping our customers of all sizes increase the value of their investment and stay profitable. Printers like Harry Nash, Bowne of Toronto's Production Manager, PrePress and Press Room, have always known and appreciated the reliable, first-rate service Heidelberg Canada delivers. "Heidelberg's people are professional, prompt, and polite and always find a fix to any problem I might have had with my software or hardware."

The company's new service agreements continue to offer Heidelberg's renowned professional maintenance, service at fixed prices, optimum scheduling of maintenance, and early problem detection, just as the previous generation of agreements. But by launching its multi-level agreement plans, Heidelberg is responding to the increasing efficiency challenges faced by printers of all sizes and productivity levels. The broad array of options available ranges from round-the-clock remote assistance support to included or discounted parts to software training and upgrades, depending on the tier you choose (Titanium, Gold, Silver, and Bronze - See chart below). Indeed, service agreements continue to be viewed by some in our industry as nothing more than expensive insurance. But Heidelberg's offerings are breaking this stigma, with a heavy focus on cutting costs and increasing efficiencies for the printer. NAPL publishes statistics on the average costs to maintain all types of graphic arts equipment, ranging from 2% of the total purchase price of an offset press to 8-12% for prepress products. Scheduled maintenance and regular, professional service ensure that uptime is maximized and reduces the potential for the unexpected downtime which always manages to occur when you're producing your best customer's most important job. "Heidelberg's response time is always quick and efficient," according to Bruce Fenton, President of Maracle Press in Oshawa, Ontario. Fenton also finds tremendous value in accurately identifying the associated costs for service with a Heidelberg service agreement. "By building service charges into the initial cost of the sale, it gives us an understanding of our fixed costs on a monthly basis," he explains.

This allows printers to enhance operating profits by controlling variable and unpredictable costs. Furthermore, your equipment's resale market value is optimized because the purchaser is reassured that the equipment was properly and professionally maintained. Heidelberg dipped into its high tech arsenal to create technology-based solutions for its new service agreement products. Customers at any level, for example, will now be able to benefit from a state-of-the-art Internet-based remote diagnostic portal to assist a problem-faced press or prepress operator. Called "Follow the Sun," the program is set for launch at drupa 2004 and harnesses the tremendous expertise and knowledge base of the worldwide Heidelberg organization. Titanium customers will enjoy the benefit of 7/24 support with an onsite technician. Another new service Heidelberg is offering is eSelf Help - Global Internet application providing you with up-to-date documentation, software patches and FAQs. The company also sharpened its pencil to provide a unique carry-over credit feature, says Harold Hoff, Vice-President, Customer Support.  "If the value of the parts or labour used throughout the term of the agreement is less than what you paid for the agreement, half of the difference will be applied to your renewal fee." Plus Heidelberg Canada's service department offers other value added services such as layout and floorplan advice, facility analysis, consulting, pre-site inspection, and project management to help time- and resource-strapped printers maximize the value of their Agreement. By innovating its service agreements to keep pace with the technological and economic changes in today's printing industry, Heidelberg Canada is proving that it understands the business climate of the day and is committed to providing measurable, tangible solutions to keep its customers efficient and profitable.

Call Toll Free 1-800-363-4800 for more information.