News & Analysis

Support for customers impacted by COVID-19

26th March 2020
Mick Elliott

Change and volatility seem to be the new norm around the world and more specifically in the electronic components industry, from Brexit and Incoterms to COVID-19.

But during these fluctuating times, one thing that remains steady is Digi-Key’s commitment to our customers: delivering the products and support they need when they need it and continuing to fuel innovation, writes Ian Wallace, Director, EMEA Business Development at Digi-Key Electronics.

To that end, Digi-Key is always listening to our customers. We’ve received multiple requests for online scheduling, and in response, recently launched this capability. Now available for our European customers, online scheduling (https://www.digikey.co.uk/en/help/features-updates/scheduled-shipments) provides customers the convenience to plan and place orders up to six months out in their local currency. We've seen a significant number of contract manufacturers, OEMs and other customers return to Digi-Key for quantities above and beyond their normal engineering or prototype quantities. Digi-Key’s new online scheduling helps to manage the planning and deliveries for these customers. They simply need to register online (https://www.digikey.co.uk/en/help/why-register) to get started. Online scheduling not only assures supply for customers up to six months out, but also could also potentially provide more competitive pricing as customers order higher quantities.

Reliable Supply Chains and Support for Customers Managing Through Brexit and Incoterms

While the world doesn’t know all the implications of Brexit yet, we do know that our customers want and need solid, reliable supply chains so they can continue to meet their customers’ requirements. They need consistent partners who deliver on time, provide competitive pricing and are easy to do business with. Digi-Key’s business model provides just that: consistency and continuity to our customers in EMEA and beyond by providing more than 10 million products globally, with more than 2.2 million in stock and available for immediate shipment (within 48 hours to UK customers), from over 800 quality name-brand manufacturers. Our commitment to providing the broadest selection of products and high levels of inventory to support customers with what they need when they need it, combined with an online model and customer service all contribute to a reliable, consistent customer experience, especially during challenging times.

Digi-Key’s one, central U.S.-based warehouse that serves all of our customers globally also provides consistency and efficiency through times of change. Our strong relationships with logistics partners bring a second layer of support to our customers. Customers ordering online can count on their order to be picked, packed and shipped out in 20 minutes, arriving to them in just 48 hours to the UK. And Digi-Key continues to invest in our customers through new tools, support, adding more than 200 new suppliers and 300,000 new products, and building an expanded 2.2 million square foot Product Distribution Center that will provide even more power, automation and efficiency.

Customers may have heard that there have been some changes to Incoterms starting January 1, 2020. At Digi-Key, the four Incoterms we currently use – DDP, CPT, FOB and FCA – have only minor changes and will not be noticeable in delivery service, and therefore shouldn’t cause any disruption or issues for our customers. In conjunction with that, we are in constant communication with our logistics partners to ensure consistent, reliable service.

As our customers and the industry continue to navigate these challenging times, Digi-Key will continue to provide stable, ongoing support and a broad selection of products with reliable delivery times. We value customer feedback and encourage them to continue sharing their insights so we can continue to help customers through any of the challenges they’re facing, from Brexit to COVID-19 and everything else in between.

Ian Wallace is Director, EMEA Business Development at Digi-Key Electronics.

He leads the company’s global expansion by supporting new and existing customers and supplier partners in the region. Wallace’s career spans 25 years in the electronic component industry.

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