Cisco Cisco WebEx Support Center WBS29.11 Information Guide
© 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Page 1 of 3
Customer Case Study
Web Meetings Help Manufacturer Transform
Customer Support
Customer Support
Heidelberger Druckmaschinen AG uses web-based tools to resolve 90
percent of technical support requests remotely.
percent of technical support requests remotely.
Challenge
With over 40 percent of the market share of sheet-fed offset printing presses, Heidelberger
Druckmaschinen AG (Heidelberg) is the world’s leading provider of solutions for the print media
industry. Headquartered in Heidelberg, Germany, the company develops and manufactures
precision printing presses and equipment for printing press imaging and print processing, and also
offers consulting and training services. Heidelberg operates approximately 250 branch offices
located in over 150 countries, with more than 200,000 customers worldwide.
Druckmaschinen AG (Heidelberg) is the world’s leading provider of solutions for the print media
industry. Headquartered in Heidelberg, Germany, the company develops and manufactures
precision printing presses and equipment for printing press imaging and print processing, and also
offers consulting and training services. Heidelberg operates approximately 250 branch offices
located in over 150 countries, with more than 200,000 customers worldwide.
Heidelberg is also the only manufacturer to offer printing press workflow software that automates
the entire printing process. The software, called Prinect, significantly boosts press productivity.
“With Prinect, the entire manufacturing process of print products is controlled and integrated, from
printing press management and online customer service all the way to color and quality control,”
says Klaus Schelble, head of the service division at the company’s office in Kiel, Germany. “The
combination of all of these functions streamlines the printing process, but the software itself is quite
complex. If customers experience any technical problems, we must be able to resolve them as
soon as possible.”
the entire printing process. The software, called Prinect, significantly boosts press productivity.
“With Prinect, the entire manufacturing process of print products is controlled and integrated, from
printing press management and online customer service all the way to color and quality control,”
says Klaus Schelble, head of the service division at the company’s office in Kiel, Germany. “The
combination of all of these functions streamlines the printing process, but the software itself is quite
complex. If customers experience any technical problems, we must be able to resolve them as
soon as possible.”
To help ensure that customer presses keep running smoothly and without interruption, Heidelberg
created a service team with over 500 employees in 250 service centers worldwide that could
provide onsite support. However, due to the increasing complexity of Prinect, Heidelberg also
wanted the ability to resolve more technical support issues without sending technicians to customer
locations. “In order to help our customers more efficiently, we needed a remote support solution
that we could use to address technical problems anywhere in the world,” says Schelble.
created a service team with over 500 employees in 250 service centers worldwide that could
provide onsite support. However, due to the increasing complexity of Prinect, Heidelberg also
wanted the ability to resolve more technical support issues without sending technicians to customer
locations. “In order to help our customers more efficiently, we needed a remote support solution
that we could use to address technical problems anywhere in the world,” says Schelble.
Solution
Before deploying Cisco WebEx™ solutions, Heidelberg tried using other remote support solutions,
but found that they were slow, unstable, and difficult to set up. “With the previous applications we
tried, clients had to install special software on their machines, which meant that both our customers
and our technicians were reluctant to use them,” Schelble says.
but found that they were slow, unstable, and difficult to set up. “With the previous applications we
tried, clients had to install special software on their machines, which meant that both our customers
and our technicians were reluctant to use them,” Schelble says.
After deciding to implement a new solution, the company selected WebEx
®
technology based on its
easy accessibility and reliable connectivity. “With WebEx applications, the only technical
requirement that our clients really need is having an Internet connection,” says Schelble. “Because
WebEx technology is a hosted software-as-a-service (SaaS) solution, we can provide robust
support features with an advanced, easy-to-use technology that does not have to be managed by
customers in any way.”
requirement that our clients really need is having an Internet connection,” says Schelble. “Because
WebEx technology is a hosted software-as-a-service (SaaS) solution, we can provide robust
support features with an advanced, easy-to-use technology that does not have to be managed by
customers in any way.”
customers worldwide. “With only a few mouse clicks, our service engineers in our regional service
centers can connect to a customer’s system no matter where they’re located,” Schelble says. “Even
though they may be hundreds of miles away, our team can control the Prinect software remotely,
centers can connect to a customer’s system no matter where they’re located,” Schelble says. “Even
though they may be hundreds of miles away, our team can control the Prinect software remotely,
Summary
Customer Name:
Heidelberger Druckmaschinen AG
Industry:
Provider of printing presses,
software, and services
software, and services
Location:
Heidelberg, Germany
Number of Employees:
20,000
Challenge:
●
Provide rapid, effective technical
support to large global customer
base
support to large global customer
base
●
Help ensure complex print
management software runs
smoothly on presses worldwide
management software runs
smoothly on presses worldwide
●
Reduce travel to customer
locations for onsite support and
maintenance
locations for onsite support and
maintenance
Solution:
●
Hosted solution provides
advanced technology without IT
resources or management
advanced technology without IT
resources or management
●
Strong security features protect
customers operating in sensitive
industries
customers operating in sensitive
industries
●
Online application can be used
across multiple computer
platforms
across multiple computer
platforms
Results:
●
Dramatically reduced need for
onsite support, resolving 90
percent of requests remotely
onsite support, resolving 90
percent of requests remotely
●
Provided faster, more effective
technical support to customers
worldwide
technical support to customers
worldwide
●
Improved effectiveness of onsite
support by pre-diagnosing issues
before arrival
support by pre-diagnosing issues
before arrival