We ask for the opportunity to discuss with you our recently improved customer commitment.

EBOS Healthcare recently invested in and implemented the largest infrastructure upgrades in our 100 year history. They are all designed around creating a better customer experience. Whilst we anticipated disruption, in particular with the warehouse move from Kingsgrove to Wetherill Park, there were unknowns that collided to create disruption that unfortunately impacted on you, our customers.

So we now seek the opportunity to reaffirm our commitment to you and share how we are not only getting back on top but also becoming better than ever.

Here’s why we are essential in your delivery of healthcare...

Operational Performance Enhancements
Based on your valuable feedback and direct commentary from our customers, we have clearly understood the need for an improved supply chain service offering. We have established a dedicated working group that meets weekly to set, measure, and communicate the agreed-upon benchmark standards for EBOS Healthcare.

Our wholesaling business will now operate with the following service level expectations for our core customers:

  • >98% DIFOT for A Grade lines in each distribution center
  • >95% DIFOT for B Grade lines in each distribution center
  • >98% on-time dispatch for orders placed before the 12 pm cut-off
  • >95% of customer calls answered within 2 minutes
  • >95% of customer emails responded to within 24 hours of receipt
  • >95% of customer accounts created and communicated within 72 hours
  • >95% of customer credits processed and resolved within 7 days

We are committed to these improvements and confident that they will enhance your experience with us, reaffirming our position as the best in the industry.