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Customer Care & Service

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Customer Care & Service

 

Robinson Healthcare fully understands that a consistent and reliable supply of quality products is critical for customers, whether in healthcare services or fast-paced retail operations. Robinson Healthcare’s well established reputation for world class customer service is underpinned by two key elements – a UK based manufacturing facility and a high quality, dedicated workforce.

 

Flexible Logistical Strength

 

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Since 1839, Robinson Healthcare’s focus has been the manufacture of high quality healthcare products in the UK. The same is true today, with virtually all products produced at the company’s large manufacturing facility near Worksop in Nottinghamshire.

 

Robinson Healthcare operates a ‘Deliver from Stock’ policy thanks to extensive stocks of finished goods, backed up by in-depth stocks of raw material. The company operates its own large Class 7 cleanroom with hygienic manufacturing and packaging facilities, plus a twin chamber steam autoclave for product sterilisation. The site also has the UK’s only volume cotton wool manufacturing plant, converting raw material into finished product.

 

Control of the manufacturing process offers Robinson Healthcare flexibility to respond quickly as customer requirements change, unlike many other UK or overseas suppliers. Combining excellent stocks with this versatility ensures Robinson Healthcare maintain an enviable delivery performance, vital for healthcare professionals and retailers alike. When required, specific delivery times can be arranged to suit special requirements.

 

Customer Service and Support

 

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Field based specialist sales executives and the experienced customer service team ensure orders are handled promptly, working closely with customers to coordinate allocation of stock and production capacity to ensure reliable deliveries. They support customers in the UK and over 30 countries around the world, managing standing orders, responding to stock and price queries or organising sample products for evaluation.

 

Robinson Healthcare deals directly with the NHS at all levels including acute trusts and primary care trusts' "provider arms". The field based specialists provide assistance with product training, clinical evaluations and trials, to help clinicians and purchasing teams select the best solution and deliver value for money for the NHS.

 

Robinson Healthcare has formed close partnerships with carefully selected Medical Distributors that support the Robinson Healthcare brand. These distributors break bulk, offering an additional service for customers who are unable to, or prefer not to purchase full cases due to limited storage or low usage. Many Robinson Healthcare products are listed on the Drug Tariff, ensuring products are readily available whichever procurement channel is preferred. 

 

Retail customers include pharmacy distributors, high street retailers and major grocery retail multiples. Robinson Healthcare also manufactures own brand products for a number of household name retailers, offering a bespoke service that delivers high quality products, a reliable and uninterrupted supply and value for money.

 

Investing for the Future - E-Commerce

 

Methods of customer trading have changed many times since the company was founded in 1839. Today, a large number of customers have already adopted electronic trading with Robinson Healthcare as a way of streamlining purchasing and invoicing. To meet the next challenge, Robinson Healthcare has committed significant investment in e-commerce to develop new services to support existing and new business via online trading to all market sectors.

 

Services include:

  • Streamlined order processing, incurring virtually zero transactional costs
  • 24 Hour online ordering via account or electronic payment
  • Live stock enquiries and allocation
  • Trading history
  • Order templates for regularly ordered baskets of product

 

This website is integral to this significant investment; an investment that will ensure that Robinson Healthcare retains its market leading position in the manufacture of professional and personal healthcare for many years to come.

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