Page 17 - Print21 magazine Sep-Oct 2022

Cover Story
Currie Group will encourage its customers to take up both eRServices and xRServices; both are available as
a monthly subscription to existing service contracts. Phase 1 is for HP Indigo only, and that is launching now, Phase 2 will be for other equipment supplied by Currie Group, and will be launched in due course, with the EFI wide format print systems likely next in line. In fact, the xRServices from HP will work with any equipment, whether supplied by Currie Group or not, providing the equipment supplier has the facility. Connection is through Microsoft Teams.
Day or night
Robinson says, “It is a tremendous step forward. By having eRServices combined with xRServices it means print businesses from wherever they are in the country can speak directly to a technical expert at any time of the day or night, and that technician can see exactly what they are talking about. They can identify the correct part if that’s what is required, they can point to the exact adjustment needed if that is what
is required. They can guide in tools
to use. They can advise on any issue that presents itself, and give clear guidance on overcoming any obstacle that the operator is dealing with. In an instant the printer has access to highly trained staff, there is no need for them to wait, and they can be sure any spare parts required are correct.
“Clearly there are tremendous time and cost benefits for print businesses with eRServices.”
The location of the remote service technician is immaterial, enabling Currie Group to share the load around its many service engineers. Robinson says, “We continue to invest strongly in our staff, we want the best for our customers and that is one of the ways we achieve it.”
Currie Group won the HP Worldwide Channel Partner of the Year last year, an external validation of the efforts the company has made in its HP Indigo support. Part of the strong investment that Robinson refers to is the satellite training centre in Melbourne, and the fact that Currie Group has gone from having one trainer to having five. Robinson says, “We have jumped from one to five so that we can
I see what you see: Augmented reality and real time visual with xRServices, available as part of the new 24/6 eRServices from Currie Group
deliver on-site training wherever the customer is located, in Australia or New Zealand.”
All Currie Group service engineers go through refresher courses regularly, keeping fully up to date with all the latest developments, and their knowledge is widely used, and evidently beneficial. Robinson says, “We see a direct correlation between maximum uptime and the use of the service engineers.”
Engineers
Currie Group also continues to run its graduate engineer programme, which sees one, two or three university graduates in mechatronics, electronics, robotics and mechanical engineering join the company each year. They are assigned a mentor,
are taken through all aspects of the service support, they are certified, given primary sites to look after, and become fully fledged service engineers. Robinson says, “Currie Group is delighted to be able to offer bright young people the opportunity to enter the print industry, many of them go on to become long standing key members of staff.”
Robinson believes the new eRServices is a major step up, with Currie Group marrying the best
of new technology with the values
of service and support that have
been the bedrock of the business
for three quarters of a century. He says, “For all the 23 years I have been with Currie Group we have been continually pushing the boundaries. The new eRServices takes that to
the next level, it will really benefit
our customers, and should lead to a definite increase in uptime. Currie Group keeps moving forward, and is completely committed to ensuring its customers receive the highest possible levels of service and support.” 21
Print21 SEPTEMBER/OCTOBER 2022 17