Heidelberg answers Covid-19 disruption with digital interface for customer support

Heidelberg has responded to the difficult conditions caused by the global Coronavirus crisis by connecting with its customers in the area of commercial, packaging and label printing through digital interfaces – from Heidelberg Assistant to Remote Service and online training.

20 Apr 2020 | By Noel D'Cunha

Hundsdörfer: Support to the customers is a top priority

Recently, Heidelberg sold the first Speedmaster press in Germany via a video conference. Heidelberg also said that it will ensure supply of spare parts and consumable during the Coronavirus pandemic. In addition, all installations or necessary on-site technical services are provided with due regard to health precautions, as far as the current situation allows, and always in mutual agreement with the customer and the prevailing local conditions.

“In these times of the coronavirus pandemic, our top priority is the health and safety of our employees and our customers. In terms of service, for example, we are relying even more heavily on our tried-and-tested and long-established Remote Service and the Heidelberg Assistant , taking care of everything we possibly can via digital telephony or video conferencing, and providing information via our customer databases,” said Rainer Hundsdörfer, Chief Executive Officer of Heidelberg.

Masterwork producing medical face masks

Heidelberg also announced that it has ramped up production at its site in Shanghai in China, currently its largest single market. The press statement said, China was the first market to be affected by the by the outbreak of the coronavirus pandemic, however, the situation there seems to be gradually easing.  

Masterwork MK, Heidelberg’s partner and largest single shareholder in Heidelberg has entered into production of disposable medical face masks, including the complete supply chain, providing the Heidelberg Groip 35,000 medical face masks for the Heidelberg Group, and another 40,000 will follow shortly, primarily for the use of service technicians on customer assignments.

Heidelberg customer support

  • The World Logistics Center at the Wiesloch-Walldorf site has around 100,000 parts in stock, which means that more than 96 percent of the parts ordered are available when the order is received
  • Customers benefit from digital business models, such as subscription.
  • With the Prinect Production Manager, for example, only the actual TIFF consumption per square meter is billed, which means that fewer jobs also cost less.
  • In individual cases, Heidelberg grants extended payment terms for maintenance agreements. 


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