Some might think Russia is too huge for a single distributor.But BioVitrum’s logistics network is also huge.With over 750 companies, BioVitrum covers all areas of Russia.We have a staff of professionals in our Logistics department whose only job is to successfully navigate the massive territory of Russia and to explain to you the processes of:
Russian customs aren’t easy. One international organization ranked Russia 140 out of 183 countries in terms of customs complexity.On average, 44 percent of cargo is examined in Russia compared to no more than 2-3 percent in the United States, Germany and the UK.But BioVitrum makes Russia easy and we will facilitate the customs procedure and assist you in getting your products safely and rapidly into Russia.
Our logistics staff will offer you clear timelines about when, where, and how your products will get to the end-user and how the payments will be made.Everything is transparent, open and according to schedule.Of course sometimes unexpected situations will arise but that is why we only have real professionals in our Logistics department.
Our full time in-house English speaking lawyer is an experienced and professional guide through the infamous legislative Russian bureaucracy.All your legal questions (and we know there will be many!) will be answered in a timely and easily understood manner.
What Makes BioVitrum’s Sales Team Successful?
The answer is our commitment to employee training and growth.We actively recruit throughout Russia’s top universities and we also have added Doctors to our team as well.It’s not easy to find qualified specialists in Russia.This is why it’s important for us to actively grow our employees into qualified specialists.We do this in two ways:
· Product Training: A strong background of knowledge gives our sales staff the best opportunity to inform potential customers about your product.This includes:
o In-House Product Training Program
o Direct training at Suppliers Facilities
o Participation in Industry Events & Conferences
· Integration into the professional life and community of the industry.Our employees must always keep themselves informed about the latest industry developments and Key Opinion Leaders through news, conferences, and personal relationships.
· Professional Skills Training:In addition to sales skills, we believe it’s vital for our team to have strong marketing skills, communication skills, and leadership skills.We stimulate and encourage this learning because it builds professionalism.
Our Product Specialists Group
These professionals are the core of our business here.Think of them as your own personal employee here in Russia.The only difference is that there isn’t all the legislation and costs involved.Our product specialists are:
· Individually trained to be experts in all aspects of bringing your product to the market.From sales, to marketing, to technical support, the product specialists are in control of integrating your product into our sales strategy.
· They communicate with our suppliers about the current situation of their product.
· Specifically devoted to your particular company and your particular product.
Why Our Sales Continue to Grow
BioVitrum and its employees, as well as the markets we serve, are getting Bigger, Better, and Smarter.
Bigger:As our product line expands our market grows.Many of the markets we serve are either underdeveloped or in fact virgin so as we build up these markets our customer base becomes larger.As a result our sales grow.Sometimes we need to create the demand, and as customers get more demanding sales grow.
Better:Through experience our sales strategy has been improving every year.The key to this strategy is staff development and cooperation.Whether we bring in outside consultants or make changes based on feedback from customers or suppliers, our strategy is always evolving and getting better and better.
Smarter:By bringing our users up to modern day standards it causes them to be more demanding.And when customers become more demanding it equals higher sales.We’ve learned that the more support you give to potential customers, the better the chances they will return to your product.We provide technical, application, and management support to our customers which ensure that they will stay loyal to your product.
This is a big part of our service because we know that a satisfied customer is a buying customer.Providing all aspects of support for our users is especially important in Russia.
The situation in Russia
Most of the medical equipment used in hospitals and laboratories is outdated and the means of research is still very conservative.With many distribution companies their application support consists of plugging in the equipment and hoping everything will be okay.You can never be confident with this method.In Russia you need to be 100% sure that the users understand the instrument and the concept of the technology.So after our sales staff has done their job, our support staff steps in to make sure the users understand the new equipment and ensure the customer is satisfied.We divide it into 4 areas:
Customer Support
Articulate and knowledgeable customer service is so important to build customer loyalty and we have an active customer service network in all of our branch offices.They can help with any of the following situations:
· All of the day-to-day questions and problems our users might have
· Questions or requests about the equipment, consumables, reagents etc.
· Information about our inventory and pricing
Application Support
It’s no use supplying a product to a new customer without teaching them how to use it also.Sometimes this means starting at the very beginning by making sure they understand the concept of the new technology.Our application support aims to grow and develop our users in order to bring them to a new level of technological awareness.This creates a new generation of users who will be interested in buying your products.When your equipment is delivered to a new user our application support team stays with them for at least a day working with them, teaching them, testing the equipment, and making sure they are comfortable with the new instruments.
Technical Support
Our professional technicians are stationed throughout our territory in order to efficiently handle all problems that arise.And most importantly we make sure they are experts in your products.We always request that our technicians be trained directly at our supplier’s facilities and we always make sure they have a strong background in biomedical engineering.
Management Support
This is an area that many distribution companies neglect.New equipment requires a new management style.Whenever we supply an institution with new equipment we know that it carries with it new modern concepts of cost effectiveness and quality control.Old management styles are the main barrier to new technology.We need to train management in new technology just as we need to train the users.
Supplier Support
Our support service is a 2-way street.When we receive information, problems, and feedback from the users we send this information to our suppliers.We think it’s necessary that our suppliers are always updated about customer problems, customer satisfaction, and how their products are performing.Your comfort and understanding of the process of entering the Russian market is a top priority for us.We have English speakers in every department and we even added the position of a native English speaking Foreign Relations Manager to assist with information and communication to our international suppliers.We understand that first and foremost we are here to provide a service to our suppliers and it is our goal to be the best.
We provide a quality service which works.The reason our service is quality and the reason our business grows every year is because of our quality employees.It is the people of our company that make things happen, that solve all the problems, that create new ideas for growth, and that communicates our vision to you.
Our Quality Is Growing
Our quality management is an ongoing process.We are constantly studying, scrutinizing, and modifying the quality of our workflow in order to implementit into our service.This includes:
· We attract the leading business consultant agencies
· We standardize our quality through ERP business engineering
· We use feedback from employees, customers, and suppliers to revise and study our workflow process
Our Quality Management Is Part of Our Distribution Service
This is what we mean when we say we provide the whole package for our suppliers.At BioVitrum we believe in having a common corporate culture of excellence, quality, and service.When you meet us you will understand why our mission is to make Russia easy, smaller, and friendly for you.It’s because of our people that we’re able to do this.
All of our employees are connected by these common principles:
· Individual and highly professional approach to each customer and supplier
· We make a study of the specific requirements and needs of our different suppliers in order to create the best possible offer and business environment for them
· Open and respectful English communication with the international community
· Consistent system of providing information.Our suppliers are always in the know!
· Active engagement of all our employees and a devotion to the common cause – making the supplier feel comfortable about doing business in Russia!
