The TeleSupportCenter (TSC) solves more than 10,000 cases a year – more than any TV detective. But by solving every case they come quite close to manroland web systems’ ratio of 98%. The printing machine manufacturer uses the know-how and experience of its complete service team to resolve customer issues with the TelePresence remote connection. Experts from 25 specialist departments are available for this purpose. “It’s not only about machine breakdowns but we resolve a third of those within less than 30 minutes.”, TSC Manager Anton Happacher explains. This is because printing companies these days think preventively. “The customers want problems to be recognised before production disruptions occur”, Happacher tells us. The printing house profits from continuous service and support, financially as well as emotionally. Remote connection, which continuously keeps in contact with the customer’s production, ensures the requested production reliability. manroland web systems’ specialists can instantly log into the pressroom from afar in order to provide quick support. “We realised early on that this connection with the machine can be used for more than just solving acute problems. We evaluate data for cyclical reports and maintenance work. This lowers the service costs, increases the production times and even points out optimisation potential for the production plant”, Happacher describes the extensive benefits. The TSC is available 24/7 for the printing houses if issues arise, online or by telephone.

Improved infrastructure
How has remote maintenance developed in recent years? “The network structures are quite elaborate. We carry out software tests for example, in order to be able to optimally program and configure hardware”, Happacher reports. “Digitalisation has brought us perfect connections to the machines for remote diagnosis. At the same time the technology makes faster and location-independent support possible. With a laptop or tablet, flexibility is almost unlimited and the staff receives machine data and status signals in real time.”

Contract variety
“A service contract is kind of like membership in an automobile association: All eventualities are covered. Our contracts however are a lot more flexible”, Happacher describes. The contracts can be shaped individually or according to standard. At the same time, manroland web systems bears the “call-by-call” mentality in mind, where the customer chooses online support as required. manroland web systems offers single services and agreements without a comprehensive TelePresence contract. “We want to offer every customer our full expertise, either cost-optimised with an individual service contract or call-by-call with direct billing and consistent cost control.”

TeleSupportCenter services:

• Carefree package with 24/7 availability
• Optimal self-help support for short press downtime and increased productivity
• Fast online connection with TelePresence minimises service technician travel expenses
• Regular examinations through online access
• Subcontractor service can be integrated