Since 2004, Heidelberg’s Americas Logistics Center (ALC) in Indianapolis has minimized the disruption of print production throughout the industry by drastically reducing delivery times for service parts. In FY16 alone, the facility fulfilled 130,000 orders with over 600,000 pieces to customers across North and South America.
With a full inventory of parts for prepress, press, postpress, packaging and digital, the 40,000 square-foot facility stocks over 30,000 different parts with a 90% availability for standard service parts. Just last year, the ALC celebrated the delivery of its one millionth order.
The ALC is one of four logistics centers that make up Heidelberg’s globally integrated network designed to supply customers with service parts in just 24 hours. Conveniently located next to a FedEx hub, all orders placed Monday through Friday before 8:30pm (Saturday before 3pm) are shipped the same day, and pick-up orders are available within an hour.
“Availability, delivery, information and people are Heidelberg’s four main drivers,” said Per Rasmussen, Support Operations Manager. “Our unrivaled parts support stems from our multi-layered global network, prompt delivery from anywhere in the world, real-time information systems and a dedicated team of highly trained staff. This allows our technicians to complete repairs much faster while significantly reducing downtime.”
Service from Coast to Coast
Heidelberg ships parts 24 hours a day, 7 days a week, and its staff is available to answer phone calls around the clock. While on the phone, Heidelberg personnel have access to inventory information for all of the logistics centers around the world. Orders are then transferred to the Indianapolis facility and immediately prepared for delivery. Parts that are not available are sent from Heidelberg’s World Logistics Center (WLC) in Germany, which handles over 130,000 part numbers, and together with the ALC, has a 97% availability for standard service parts.
“We recently had a customer’s press go down on a Friday evening, but the part was not available at the ALC,” said Rasmussen. “Due to running shifts 24/7, the customer could not afford to wait until Monday for a FedEx shipment from the WLC in Germany. Instead, a courier picked up the parts from the WLC early Saturday morning, and drove them to the Frankfurt airport. The package landed in Atlanta early Saturday afternoon, and a courier drove 250 miles to deliver the parts to the customer by Saturday evening.”
Heidelberg is dedicated to providing world-class parts and service support to ensure customers are equipped with the tools needed to maximize productivity and reduce downtime. Its combination of integrated networks and highly trained technicians result in industry leading service coverage for customers around the globe. For more information on Heidelberg’s parts and service support, please call (800) 437 7388.