Case Study: Heidelberg achieves faster machine troubleshooting with Apizee Diag

How Heidelberg reduces the downtime of its customers' equipment with Apizee

Heidelberg, a manufacturer of printing equipment, faced the challenge of reducing costly machine downtime and processing customer support requests more quickly. To address this, they partnered with vendor Apizee to implement the Apizee Diag Help Desk solution for remote video troubleshooting.

The Apizee solution allowed Heidelberg's technicians to guide customers through repairs via an easy-to-use video call, requiring no installation for the customer. This implementation by Apizee resulted in a significant measurable impact, with 80% of customer requests being resolved through visual assistance and a 50% reduction in the time to resolve issues.

Heidelberg

Franck Raguin

Customer Service Manager