As we shared with you in this year’s annual pricing and company update letter, Hypertherm continues to invest in our customer experience strategy to improve our mutual customers’ cutting results. In-depth market research has revealed that today, many customers are not achieving optimal cutting outcomes over the lifetime of their Hypertherm products. We realize that high-quality, proactive service is required to achieve our long-term vision: “100% of Hypertherm customers achieve optimal cutting outcomes.” And we know that we can only achieve this in close partnership with you. Together, we took an important first step with the launch of the XPR300 in 2017, with a new discount and rebate program emphasizing installation, training, preventive maintenance and other activities that customers require to be successful long term.
The competitive environment and our customers’ expectations continue to evolve. Based on input from customers and from many of you, in 2019 we will take important next steps on this journey. The goal is for all customers, irrespective of the Hypertherm product or solution they own and use, to receive optimal cutting outcomes over the lifetime of those products. To ensure a positive experience, from January 1, 2019 onwards we will hold ourselves accountable to provide you with the tools necessary to create a differentiated end user experience and will require that all our authorized partners commit to consistently meeting a new set of basic standards for training, demonstrations, technical service, cooperative business planning and two-way information sharing. The goal is to ensure that all customers always:
– Select the optimal cutting product or solution for their specific application
– Receive a proper installation of the cutting solution following a standardized process
– Attend standard training modules so they learn how to safely and properly operate the equipment to get optimal cutting outcomes
– Have easy access to consumables, spare parts and prompt technical service support
Many of you will conclude that you already consistently provide this level of customer experience and have done so for many years. For others, meeting these standards will require new, standardized processes and programs that may require new investments and activities. Hypertherm will support you throughout 2019 to make sure you consistently meet or exceed this basic customer experience level by year end. New partner policies and agreements will codify not just what we expect from you but, equally importantly, what investments and support you can expect from us, as we work together to grow the market for our products and to build satisfied, loyal customers who succeed in their competitive markets. We believe that creating a differentiated end user experience will drive more profit for you, for Hypertherm and for our mutual customers
Over the next several weeks you will receive more detailed information as well as our updated partner policies. Your Hypertherm account manager will reach out to you to discuss plans for 2019 including a detailed joint action plan to ensure that all customers receive at least the basic customer experience by year end 2019. If you have any concerns or questions in the meantime, please do not hesitate to reach out to me directly.
We look forward to increasing our joint customers’ satisfaction and loyalty, and to generating long term profitable business opportunities for you and for us.
With best wishes for a healthy, strong and successful 2019,
Hidde van Hoeven Marco Mostert
Vice President, Global Sales and Marketing Regional Director, Europe
hidde.vanhoeven@hypertherm.com Marco.Mostert@Hypertherm.com