Clover South Africa has become the second major corporation to join the Endress + Hauser Loyalty Programme, an initiative aimed at bringing the premier instrumentation supplier closer to its key customers.
Finalised in July 2002, the mutually beneficial agreement will see Clover benefiting from several custom-concessions, among which counts guaranteed statement accuracy, fixed and firm pricing, pre-sales consultation, documentation completeness and priority response on service and repairs. Endress + Hauser has also agreed to ensure complete stock-holding of certain flow-instruments regularly required by Clover. Other main areas of instrumentation directly affected by the agreement are flow, pressure, temperature and level measurement, analytical instruments and products that comply with hygienic specifications.
The dynamic nature of South Africa's industrial market was clearly illustrated by the novel approach adopted by both parties, which allowed representatives from each individual Clover plant around the country to have a say in the wording of the agreement. This visionary thinking is expected to ensure that the Loyalty Programme achieves its primary objective of cementing a longstanding relationship and ensuring that the two companies continue working together in symbiosis. Another contributing factor will be the open nature of the agreement, whereby it will be constantly monitored and adjusted according to the changing needs and requirements of all parties involved.
Endress + Hauser key account manager Evan Dent has noted that feedback during the initial information gathering phase of the 18-month negotiations that preceded the agreement focused primarily on the delivery of service and solutions. As a result, key procurement officers from Clover have been given direct access to Endress + Hauser management in an effort to ensure that any reasonable request can be met at any time. The agreement is seen as a positive step towards making South African companies increasingly competitive in the face of strong global competition.
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