COVID-19 Response

Order spikes, supply chain disruptions, changes in customer behavior, store closures and more: the coronavirus (COVID-19) pandemic has certainly had an impact on all of our businesses. While as a society we are not completely out of the woods yet, we continue to see market shifts in online business during COVID-19.

While the industry is facing difficult times, other industries are seeing sales growth stemming from new use cases driven by the pandemic. Our clients at EXPERT Medical have been impacted as well.
As a medical device company, we face a variety of issues during a pandemic. We include both challenges and solutions and opportunities, as well as example measures taken by small businesses to better reflect the permanent changes sales teams are taking outside remote work. To learn more, keep browsing and see what EXPERT Medical did to solve the problem during this period.

EXPERT Medical and COVID-19: What we do?

  • Move our customers online
  • Look after your existing customers and their communities
  • Ensure our online platform meets the needs of B2B customers
  • Streamline our process
  • Roll out online service to new regions and markets
  • Deal with demand and supply chain disruptions

Move our customers online

EXPERT Medical deeply understands that during a pandemic it is important to re-evaluate physical distances as much as possible while ensuring business continuity, which means that encouraging our users to trade online is imperative.

While some of our customers are already very skilled at communicating processes and order details with us on the web, others may need help.

First, we reminded our customers that even when offline activities, such as trade shows, Canton fairs, and visits to physical factories, are closed, our online trade process is still running. By moving our customers online, we allow sales representatives who can no longer do typical traditional work to communicate to our customers and allow them to establish business contacts with EXPERT Medical online.

During this time, EXPERT Medical helps our customers browse products and place orders online. Even if they cannot communicate up close, our customers can see everything exactly the same as the physical product and can assist them with ordering, tracking orders, etc.

Look after our existing customers

During the COVID-19 pandemic, EXPERT Medical found ways to take care of their customers by providing additional services, and as a medical device company, can take steps to support our customers and be a partner they can rely on during these difficult times.

We offer additional discounts or offers to our customers in the most affected areas or sub-regions.
We prioritize the inventory of existing customers over new visitors looking for a single product to purchase.
Support customers facing financial difficulties by offering additional return options or extended invoice payment dates. Keep them up to date with all order information and any offers to help them manage their finances more easily.

Streamline our process

During the COVID-19 pandemic, our customers are likely to experience shifts and fluctuations in demand for certain products. We also find that customers who are suffering financially look for ways to make back some of their spending. This uncertainty is likely to result in a rise in returns.

So, we sure to make the returns process stress-free for our customers. This will not only be more convenient for our customers, but it will also prevent any surges in calls and emails for our service teams within our sales organization.

Roll out online service to new regions and markets

We have an existing mature online trade process, and we also try to roll out further online trade to new regions and markets. This can be done to support existing or cut-off customers.

Deal with demand and supply chain disruptions

The COVID-19 pandemic has led to spikes in demand for certain products, while also disrupting supply chains with transportation restrictions and establishment closures. A poll by the Institute of Supply Chain Management found that nearly 75% of companies have already reported supply chain disruptions. Here are some things EXPERT Medical put in place to deal with such disruptions, in both the short and long term.

To deal with disruption in the supply chain and ensure minimal impact on your customers and service teams, we make sure our web store enables you to do the following:

  • Update stock levels and pricing timely
  • Let customers track their deliveries
  • Ensure out-of-stock items are marked as such, and let customers know when to expect them back in stock

Ensure our online platform meets the needs of B2B customers

As more customers turn to e-trade due to the coronavirus pandemic, it’s not enough just to have a location on the web. We also need to ensure our e-trade site meets the needs of B2B customers. This means a convenient, reliable, and complete online process.

Based on our B2B buying process experience: How to Meet Buyers’ Demand for (Better) B2B E-Trade, we broke it down into the following main categories:

Displays relevant information: Our e-trade platform should provide accurate, complete, and real-time information, from product and parts to inventory levels and delivery tracking.
Offers optimized functionalities: Make sure your customers can quickly and easily pay and check out.
Fast response: Product information, pricing and inventory levels should be timely responded.

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