Henry Schein 2003 Annual Report Download - page 9

A steadfast commitment to superior
customer service distinguishes Henry
Schein from our competitors.
Customers can order from us 24/7 via
telephone, fax, CD-ROM and the
Internet, and they are increasingly
doing so: our Internet sales increased
63% during 2003 compared with 2002.
But order placement is just the
beginning of customer satisfaction. We
ship nearly nine million orders to our
customers each year. In the U.S. and
Canadian markets, 99% of our orders
are shipped the same day the order
is placed, are delivered within two
days of placement, and are shipped
with virtually 100% accuracy. In the
countries we serve beyond the United
States and Canada, our statistics for efficiency and accuracy are
also impressive. To support our customers’ dental equipment
service needs, we have nearly 800 highly qualified dental
Equipment Service Technicians operating out of 121 locations
throughout the world.
In addition to offering in-office installation and repair services for
large dental equipment, we also offer rapid turn-around services
for dental handpieces and dental, medical and veterinary small
equipment and sterilizers through our ProRepair®division. With
operations across the United States and abroad, we believe
ProRepair®is the leading handpiece and small equipment repair
service to office-based practitioners in the world.
Henry Schein’s centralized infrastructure and supply chain is
another pillar of our superior customer service. We have more
than 2.1 million square feet of distribution space at 15
strategically located distribution centers in North America,
Europe and Australia. Important capital
investments in this highly efficient
infrastructure—in inventory management
technology, special capabilities such as
cold-chain distribution, and information
technology— help ensure that we remain
an industry leader.
We are a single source for virtually all of
our customers’ practice needs, with a
broad offering of products and services
at highly competitive prices. This
includes more than 90,000 SKUs in North
America, 75,000 SKUs in Europe and
8,000 Henry Schein private brand SKUs.
Another important strength is our large
installed user base of practice-
management software. More than
44,000 installed DENTRIX®and Easy
Dental®systems and over 6,000 installed AVIMark®systems
provide us with opportunities to cross-sell our core distribution
offering, sell add-on products and services, and strengthen our
customer relationships by providing critical tools for managing
their businesses more efficiently and profitably. An independent
dental products research laboratory has recognized DENTRIX®
as being first in customer satisfaction, with the fastest growing
user-base, and as having superior clinical features.
In addition, Henry Schein’s Web site was recognized during
2003 as leading the industry in customer satisfaction.
By bringing these significant strengths to bear, Henry Schein has
emerged as a company well positioned to meet the needs of
office-based healthcare practitioners in many countries around
the world.
ONECOMPANY
A steadfast commitment
to superior customer service
distinguishes
Henry Schein from
our competitors.
7
ONEWORLD.ONECOMPANY. ONETEAM.
DENTRIX®’s proprietary DDO (Digital Dental Office)
technology provides seamless integration of all
information that drives a practice. In 2003, DENTRIX®
was ranked by an independent dental products
research laboratory as being first in customer
satisfaction, with the fastest growing user base,
and superior clinical features.