Find out how the world's leading provider of commercial printing solutions uses video communication to improve the quality of its services and boost customer satisfaction.
Founded in 1850, Heidelberg manufactures and sells printing equipment for the graphic arts industry. As a market and technology leader in the printing industry, Heidelberg offers its customers complete solutions for the entire printing chain.
Key player for more than 170 years, the company has established itself as a reliable and quality partner in the printing sector. The company has set up an efficient technical support with a wide range of services. This service not only allows customers to maintain their equipment, but also improves their productivity.
Heidelberg France’s technical support department performs around 10,000 interventions per year and receives between 300 and 400 calls per month. For any printing or graphic industry company, an unexpected machine breakdown can mean considerable financial and business losses. To increase customer satisfaction, the company wanted to implement a video-troubleshooting solution that would allow technicians to resolve issues both remotely and on-site.
Heidelberg France chose to equip its technicians with the Apizee solution in order to offer a video-diagnostic service to its customers.
When a customer has a problem with their equipment, they contact the company's technical department. The advisor begins by asking a few questions to identify the cause of the problem. If possible, the advisor proposes to the customer to do a video troubleshooting. The solution is easy to use and requires no effort for the customer, since a single click on the link sent by the advisor is enough to join the video call.
The use of real-time video stream allows customers and technicians to communicate easily and to avoid wrong diagnoses or manipulations. By showing the equipment to the technician, the customer does not need to search for words to explain the problem. In addition, collaborative features such as remote snapshots and real-time annotations allow the advisor to guide the customer easily.
The Apizee solution is very useful for troubleshooting machines that do not have a remote connection. Thanks to the solution, we can troubleshoot our customers faster and limit travel.
Franck Raguin
Customer Service Manager
Through Apizee, Heidelberg offers its customers fast and efficient, personalized support that minimizes machine downtime. The solution also enables the company to improve service quality, reduce travel costs and increase customer satisfaction.
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