Partnering to achieve outstanding customer service

Vincent Joynt, General Manager at SMD met Jotron for the first time through the common partner Grupo Arbulu.

- SMD’s first interaction with the Jotron brand was as part of the worldwide agreement with our parent company Grupo Arbulu. Afterwards, we had the pleasure of meeting with our dedicated account manager Stein-Robin Sørensen regularly, at trade shows and office visits. This significantly contributes to the establishment and strengthening of positive and enduring relations with Jotron. 

Vincent elaborates on the importance of partners sharing the same values: - Our partnership with you is highly valuable due to the complete alignment of our values; emphasizing our shared commitment to delivering outstanding service to our customers. 

Sharing maritime knowledge 

- We leverage Jotron’s extensive knowledge, good name and experience by incorporating their insights into our decision making. This involves active collaboration and sharing of industry knowledge. Ideas are shared back and forth to ensure that SMD and Jotron remain at the forefront of high-quality products and service delivery excellence.  

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Technician Wayne Barlow doing shore based maintenance (SBM).

Owning the product chain 

Outstanding customer service and delivering the right product at the right time is pivotal to SMD. 

- Jotron’s Order Portal is perfect for ensuring that orders are confirmed and delivered on time. In this industry, the ability to deliver effectively to customers is paramount. Jotron’s notable advantage lies in owning the product chain thus maintaining high stock levels that facilitate prompt and efficient delivery. This contributes significantly to ensuring a high level of customer satisfaction, continues Joynt. 

Comply with new EPIRB regulations 

How are changes in regulatory demands impacting your market, and what are your thoughts on Jotron's role in enhancing this understanding? 

- In an environment where customer demand and regulations are always evolving, the exchange of knowledge between SMD and Jotron becomes crucial. Jotron’s proactive stance and continuous awareness of regulatory changes play a pivotal role in bolstering customer confidence. The ongoing collaboration and information sharing between SMD and Jotron ensure that our operations remain aligned with the latest industry regulations and customer expectations. 

Joynt is clear on what must be expected from a good product supplier: - Managing supply chain risk is vital as suppliers need to consistently deliver the right products on time.

- In terms of relations to our suppliers, transparency, honesty and accountability are the most important for us. 

Vincent Joynt

Reliable inventory and available spares  

As you continuously grow and expand your reach into Africa, what are the most important factors in your market related to GMDSS products? 

- Having a reliable inventory of high-quality VHF radios, EPIRBs and search and rescue transmitters and transponders (SARTs), along with readily available spares is paramount. This is the essential maritime safety equipment most requested. The availability of these products and spares directly correlates with our ability to meet the urgent needs of the local and passing trade. 

- We highly appreciate our partnership with SMD. They have years of experience within maritime safety, and we greatly value their industry knowledge and willingness to share innovative ideas. 

Stein-Robin Sørensen