Customer Communications and Clinical Bulletins
ICU Medical Acquisition of Smiths Medical
Customer FAQ
Q. How should I place orders going forward? Should I place all orders with ICU Medical? Are changes being made to PO addresses or 850 EDI?
A. The Smiths Medical and ICU Medical Order Management systems have not been integrated at this time. Thus, you should continue to place orders for Smiths Medical products with Smiths Medical and ICU Medical products with ICU Medical in the manner they were being placed prior to the acquisition. Should ICU Medical choose to change our order placement process, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Who should I call if I have a question or issue with orders or products received?
A. The Smiths Medical and ICU Medical Order Management call centers have not been integrated at this time. If you have a question or issue with a Smiths Medical order or product, you should continue to contact the Smiths Medical Customer Service team. If you have a question or issue with an ICU Medical order or product, continue to contact the ICU Medical Customer Service team. Should ICU Medical choose to change our Call Center strategy, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Will Customer Service hours be changing?
A. The Smiths Medical and ICU Medical Order Management call centers have not been integrated at this time and will continue to operate under the existing hours of operation.
Q. How will I receive product going forward? Can I request to receive consolidated shipments of ICU Medical and Smiths Medical products? Will products arrive on a different schedule?
A. The Smiths Medical and ICU Medical Order Management systems and Distribution Networks have not been integrated at this time. Thus, Smiths Medical and ICU Medical orders and products will not be consolidated, and distribution of products, including shipping schedules, will not be altered. Should ICU Medical choose to change our distribution strategy, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Will my customer/account number change?
A. The Smiths Medical and ICU Medical Order Management systems have not been integrated at this time. Thus, there will be no immediate change to customer/account numbers. You should continue to place orders for Smiths Medical products with Smiths Medical and ICU Medical products with ICU Medical in the manner they were being placed prior to the acquisition. Should ICU Medical choose to change our order placement process, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Can I submit consolidated orders through GHX?
A. Not at this time. The Smiths Medical and ICU Medical Order Management systems have not been integrated at this time. Thus, you should continue to place orders for Smiths Medical products via the Smiths Medical account at GHX and ICU Medical products via the ICU Medical account at GHX in the manner they were being placed prior to the acquisition. Should ICU Medical choose to consolidate our EDI order placement process with GHX, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Will there be changes to item numbers?
A. There are no immediate plans to change item numbers. Should ICU Medical choose to make changes to item numbers, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. Will there be any labeling change on the items we buy from either Smiths Medical or ICU Medical?
A. There are no immediate plans to change item labeling. Should ICU Medical choose to make changes to item labeling, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. What will happen to my PO if I submit it with both ICU Medical and Smiths Medical items on it? Will each company accept the PO in partial? Or will the entire PO be rejected?
A. The Smiths Medical and ICU Medical Order Management systems have not been integrated at this time; thus the entire PO will be rejected. Customers should continue to place orders for Smiths Medical products with Smiths and ICU Medical products with ICU in the manner they were being placed prior to the acquisition. Should ICU Medical choose to change our order placement process, you will be notified with a minimum of 30 days’ notice of any changes that can be expected.
Q. If I give you an item can you tell me if it’s an ICU Medical item or a Smiths Medical item?
A. Yes. ICU Medical will provide the Customer Support teams with lists of ICU Medical and Smiths Medical items for reference.
Q. Will my customer’s sales representative change?
A. No. The Smiths Medical and ICU Medical Field Sales teams have not been integrated at this time. Thus, you should continue to contact their Smiths Medical Sales Rep regarding Smiths Medical products and their ICU Medical Sales Rep regarding ICU Medical products. You will be notified should ICU Medical choose to restructure the field sales team or assignments.
Q. My Smiths Medical (or ICU Medical) item is on backorder. Can you offer an equivalent alternative?
A. Not at this time. We are still reviewing and cross-checking ICU Medical items against Smith Medical items. You will be notified when alternates have been identified and vetted.
Q. Are there any changes to contract terms (e.g., shipping terms, payment terms, return goods policy, etc.)?
A. No. The contract terms in place with ICU Medical and Smiths Medical will continue to be in effect. We are currently working through the process of reviewing the contracts and will contact you for any changes.
Q. Are there any changes to the payment process?
A. No. There are no immediate changes to current contracts or payment processes. We will notify you in advance if there are any changes to our payments process.
Q. Will you be providing an updated W-9?
A. As of now and for the immediate future, there will be no changes to the contractual relationships between the legal entities of ICU Medical / Smiths Medical and their distributors. Therefore, there will be no changes to existing W-9 forms.
To view the Customer Letter, click here