Cisco Cisco WebEx Support Center WBS29.8 Information Guide
© 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Page 2 of 3
Customer Case Study
“Using WebEx technology has become our standard
procedure, and we’ve been able to resolve more customer
issues while dramatically reducing how much time we
spend traveling and at customer sites.”
— Klaus Schelble, head of service, Heidelberger Druckmaschinen AG
— Axel Kling, CEO, Snow Software
which makes it easier for our engineers to diagnose system problems and resolve technical issues
more quickly.”
more quickly.”
Finding an online solution that offered strong security features was also a top priority for
Heidelberg. “We have a number of customers in sensitive industries such as government and
pharmaceuticals,” says Schelble. “Naturally, they’re a little skeptical when a technician wants to
link into their systems over the Internet, but WebEx solutions offer strong encryption and a
protected, reliable network, so it was easy to convince them that they could trust the technology.”
Heidelberg. “We have a number of customers in sensitive industries such as government and
pharmaceuticals,” says Schelble. “Naturally, they’re a little skeptical when a technician wants to
link into their systems over the Internet, but WebEx solutions offer strong encryption and a
protected, reliable network, so it was easy to convince them that they could trust the technology.”
In addition to strong security, the fact that Cisco WebEx solutions can be used on any computer
platform also played a major role in Heidelberg’s decision to use the technology. “Many customers
in the graphic design pre-press industry use Apple computers, while our engineers use Windows
systems,” Schelbe says. “With WebEx solutions, customers and technicians can communicate
across platforms without limitations or losses in performance, so we can effectively collaborate with
our clients no matter what system they use.”
platform also played a major role in Heidelberg’s decision to use the technology. “Many customers
in the graphic design pre-press industry use Apple computers, while our engineers use Windows
systems,” Schelbe says. “With WebEx solutions, customers and technicians can communicate
across platforms without limitations or losses in performance, so we can effectively collaborate with
our clients no matter what system they use.”
Results
After implementing the technology in 2005, Cisco WebEx solutions have become a core part of
Heidelberg’s customer support process, allowing technicians to provide fast, effective technical
service to customers worldwide. “High-quality support is absolutely indispensible for technically
sophisticated products,” says Schelble. “WebEx solutions are critical business applications that
allow us to provide world-class support to our customers no matter where they are, which gives us
the edge over our competition.”
Heidelberg’s customer support process, allowing technicians to provide fast, effective technical
service to customers worldwide. “High-quality support is absolutely indispensible for technically
sophisticated products,” says Schelble. “WebEx solutions are critical business applications that
allow us to provide world-class support to our customers no matter where they are, which gives us
the edge over our competition.”
Heidelberg now uses WebEx technology to address 90 percent of Prinect support requests, saving
both the time and cost of traveling to provide onsite support. “When we first started using WebEx
technology, we used remote support to assist our technicians at customer sites when they couldn’t
figure out a problem,” Schelble says. “Now, that’s completely changed. Using WebEx technology
has become our standard procedure, and we’ve been able to resolve more customer issues while
dramatically reducing how much time we spend traveling and at customer sites.”
both the time and cost of traveling to provide onsite support. “When we first started using WebEx
technology, we used remote support to assist our technicians at customer sites when they couldn’t
figure out a problem,” Schelble says. “Now, that’s completely changed. Using WebEx technology
has become our standard procedure, and we’ve been able to resolve more customer issues while
dramatically reducing how much time we spend traveling and at customer sites.”
Even when customers do need onsite support, Heidelberg technicians are much more prepared to
address specific problems. “We can resolve support issues more efficiently because the
technicians have already used WebEx technology to diagnose problems before they arrive at a
customer’s business,” says Schelble. “With WebEx solutions, our technicians not only understand
the customer’s issue beforehand, but they’ve also considered possible solutions and can bring the
correct replacement parts with them when they arrive.”
address specific problems. “We can resolve support issues more efficiently because the
technicians have already used WebEx technology to diagnose problems before they arrive at a
customer’s business,” says Schelble. “With WebEx solutions, our technicians not only understand
the customer’s issue beforehand, but they’ve also considered possible solutions and can bring the
correct replacement parts with them when they arrive.”
Given the growing complexity of the company’s presses, Heidelberg also relies on Cisco WebEx
solutions to help their team resolve even the most complicated issues quickly. “Instead of offering
individual machines, we provide complete printing solutions that range from pre-press to folding
solutions to help their team resolve even the most complicated issues quickly. “Instead of offering
individual machines, we provide complete printing solutions that range from pre-press to folding