Heidelberg Assistant celebrates first anniversary with over 700 users

Heidelberg’s new digital customer communication platform, Heidelberg Assist, was launched as a pilot program in Canada one year ago.

One year from its launch, the Heidelberg Assistant customer portal is now in operation at over 400 print shops with over 700 users – and has just won the 2019 Digital Edge 50 Award in the United States. The platform is currently being rolled out in Japan, Poland and Austria. The OEM’s new digital customer communication platform was launched as a pilot in Canada, the United States, Germany and Switzerland in January of 2018.

The Heidelberg Assistant digitization solution paves the way for creating and ensuring the smooth operation of a company’s new digital business models. Customers benefit from a transparent process workflow together with smart and efficient print-shop operation. Each user has personal access to the customer portal and obtains an overview of his or her print shop’s service and maintenance status – including helpful data-driven ‘failure predictions.’ Users also benefit from “access to the sector’s largest knowledge database.” In addition, they can access big-data performance analyses that can also boosting productivity. Heidelberg is currently using the technology for further market scaling of its existing big-data applications, such as Predictive Monitoring and Performance Consulting.

Professor Ulrich Hermann.

“Digitization is becoming increasingly important at a great many print shops, and our customers appreciate the digital service portfolio we offer them 24/7 with Heidelberg Assistant,” said Professor Ulrich Hermann, Member of the Management Board and Chief Digital Officer at Heidelberg. “Designed as an open digital platform, it’s used by customers of all sizes and from all segments with their own personal Heidelberg ID.” User feedback is equally positive. Jeff Taylor, Senior Vice President of Manufacturing at Hemlock Printers in Vancouver added: “This is exactly the data and information we need to manage production efficiently.”

To coincide with the first anniversary of its market launch, Heidelberg Assistant has won a 2019 Digital Edge 50 Award from the U.S.-based International Data Group (IDG), a world-leading supplier of technology media and data/marketing services. The award is a sought-after accolade that goes to 50 organizations each year for digital innovations that improve business success, modernize operations and enhance the customer experience. “Winning a 2019 Digital Edge 50 Award underlines that we have our finger on the pulse with the Heidelberg Assistant, and have assumed a leading industry role in digitizing customer communications,” Hermann added.


Tony Curcio is the editor of Graphic Arts Magazine.