This is an unprecedented time in our industry. Between a global pandemic, a massive supply chain disruption, and ongoing price increases due to material scarcity, it seems that we have all grown adept at crisis management over the last two years. Through it all, we remain resilient, and we continue to embrace our new normal while the industry rushes to meet demand.
Embracing the new normal often requires a shift in strategy, as it has for us, and it has come with some bumps along the way. We are working tirelessly to fine tune our systems, processes, and operations amidst a challenging new supply chain environment.
Here are some of the ways that we are working to make things better during this unique time:
- Expedite Team: we’ve hired incremental purchasing resources to focus on buying, sourcing, and expediting your products, and we meet with suppliers several times a day
- Sizeable Inventory Investment: we’ve spent an additional 20% in large strategic buys with key suppliers this year to buffer our stocking position and have more of what you want, when you want it
- One-to-one customer service and deeper customer relationships: In May of this year, we moved from a queue-based transaction repository for quote and order requests to a more personalized and relationship focused model where you have a dedicated CSR serving your needs, and a direct number to call for customer care. Likewise, we are hiring more Account Specialists to enable an even more personalized service experience
- Knowledge Center for Supply Chain Issues: in order to aggregate the daily updates from suppliers on supply chain issues, we’ve developed a portal to keep you abreast of what’s going on here: GracoRoberts Knowledge Center for Supply Chain Disruption
On behalf of GracoRoberts, we thank you for your patience during this trying time. Please know that we are in it together and laser-focused on delivering the experience you deserve.
President and CEO