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FLEXO Magazine : January 2009
PLANTS & PROCESSES GMG GMG Americas has been holding online training sessions for more than three years. The training started as an offshoot of cus- tomer support troubleshooting. Christian Schowalter, then tech- nical services manager, was looking for a way to quickly solve cus- tomer support issues, and recognized the fastest way to pinpoint an issue was to “get in front” of the customer’s PC. Since flying to a client site wasn’t an option, the support team implemented the next best thing: remote troubleshooting. GMG customers needing assistance would grant the GMG sup- port team hands on access to their computer. Once the problem was identified and resolved, the GMG team took the trouble- shooting session to the next step, delivering product specific training designed to help clients avoid any future problems. Customers appreciated the immediate response, the personal- ized attention and the power of the audio and visual training. Requests started coming in from clients asking if GMG would show them how to perform a task or function with a webinar. The program was so successful that the GMG Americas team saw an opportunity to expand the effort to offer online training Webinars for groups of clients, customized online training per customer request, and regular “what’s new” training sessions for certified installers. Clients with a valid support contract now attend Webinars ranging from topics for end users to training sessions for certi- fied installers. The power to walk someone through has increased customer satisfaction dramatically. Anywhere from one to 10 users attend the Webinars, and GMG users continue to request walk through sessions and additional training. Depending on the topic, the training sessions run anywhere from 15 minutes to two hours. Common topics include: 1. Custom profile creation Customers learn how to perform a proof-to-press match that results in a color difference of less than 1 dE. 2. Spot color matching, Clients learn how to achieve the closest possible color match on their proof using ink solids and let downs. 3. Software updating Quick Start instructions on how to upgrade the software if necessary. 4. Streamlining workflow Customizable per site, this training helps customers achieve a Rip Once OutputMany workflow. 5. Colorspace analysis Customers are shown how to use GMG Gamut Viewer to analyze in 3D if their proofers and or presses will be ca- pable of achieving their desired color match. 6. Quarterly recertification sessions Training on “What’s New” keeping installer certifications up to date. Kevin Rowe, technical services manager, has plans to expand future online training even more. GMG Americas Technical Services will continue to provide online update training, and is planning to add a lot more live and recorded “How To” Webinars for end users and certified installers. 54 FLEXO JANUARY 2009 KODAK Kodak offers a service venue called eCentral, a place where users can talk and blog. The site offers training courses that us- ers can register for. These include WebEX classes or computer-based, self-paced training. Currently, we have at least 9 courses offered to North American customers, and 11 specific to Europe, all of which are offered in a number of languages. All are for users of Kodak prod- ucts. eCentral also includes technical bulletins and white papers, but general technical education is not yet offered in a Webinar format. eCentral provides easy- to-use self-support for Kodak customers via both a knowledge base where users can search for solu- tions to their issues and it also provides a community where users can share tips and tricks. Once a customer has been trained in-person on the product, updates and other education can be completed easily via eCentral. In addition, for many smaller products and minor updates, we can use virtual training. In addition to WebEX, Kodak applica- tion and service specialists have the capability to, with the customer’s permission, share the user’s screen to help better use our products. This immediate access to service provides increased customer satisfaction and better service overall. LABEL VISION SYSTEMS For training, we encourage customers to join us in an online meeting to see the system function. This is possible as we use the web tool software GoToMeeting.com by Citrix Online LLC. This is similar to the Web tool WebEX. The system lets us show the prod- uct to the prospect directly on their desktop computer in their office. They can have multiple members of their company under- go the same training, each at their own computer, in their own location anywhere in the world. Verbal discussions are carried on by dialing into a common conference phone line. The prospect has not only the ability to see what we can do on the system, but www. f le xography. org
End of Year 2008