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Customer Focus: Anugrah Argon Medica’s Success Strategies

17 January 2022

Anugrah Argon Medica, as a pharmaceutical and medical device distributor company in Indonesia, continues to build customer trust, especially in the era of the Covid-19 pandemic, by increasing business alliances and ensuring quality across its services. This year, AAM successfully made another milestone by establishing a partnership with a multinational pharmaceutical and medical device company from Germany, B.Braun as its new principal partner.

"Our partnership began in January 2022, in which we distribute one of the business units from B.Braun. This collaboration with B.Braun is an effort to grow AAM’s medical device business portfolio," said President Director Anugrah Argon Medica (AAM). ) Mrs. Juliwaty, in Jakarta.

Through this partnership, AAM, with its strong and wide distribution network across Indonesia, will distribute the products to all hospital and clinic channels.

AAM’s Over 40-Year Journey in Indonesia

AAM has become a trusted partner in Indonesia with over 40 years of experience in distributing pharmaceutical, medical devices, and consumer health products. AAM strives to distribute products to maintain quality, punctuality, accessibility, and customer availability in all segments.

As one of the pharmaceutical, medical devices, and consumer health products distributors, AAM has several business categories. Starting from the ethical business as the largest contributor to other categories, including medical devices, consumer health products, and specialized product segments.

The National Distribution Center (NDC) facility strengthens AAM's business. In 2017, NDC increased its distribution capacity and capabilities by expanding its national storage area and equipping it with Very Narrow Aisle (VNA) pallet racking storage systems and Software-Defined Wide Area Network (SDWAN) technology to increase efficiency and stability of connections between its branches and head office.

For more than 40 years, AAM's business has been nourished through collaboration with excellent partners and business principals, both from domestic and multinational companies. "Our partners have been in the industry for a long time, and mostly they have more than 25 years experience. These collaborations have been successful in building trust, good service, and excellent operations," said Mrs. Juliwaty.

In addition, to overcome the challenges of the Covid-19 pandemic, AAM markets and distributes pharmaceutical products and medical devices to handle Covid-19. This initiative is a part of AAM's contribution to increasing the availability of medicines and medical devices for Covid-19 patients in Indonesia.

WHO Standardized Facilities

Amidst business challenges during the pandemic, Mrs. Juliwaty said that AAM operations should prioritize efficient and effective business processes and bring added value to the level of customer satisfaction. Most importantly, AAM must guarantee the safety and quality of products that reach consumers, including pharmacies, hospitals, drug stores, and modern markets.

AAM has implemented quality procedures and registered its facilities with international and national standard certifications to ensure its safety and high-quality services.

A number of certifications obtained by AAM include Good Storage and Distribution Practices from the World Health Organization, Good Drug Distribution Methods (CDOB) from the National Agency of Drug and Food Control (BPOM RI), Good Distribution Methods for Medical Devices (CDAKB) from the Indonesian Ministry of Health, ISO 9001 Certification for Quality Management System, an Authorized Economic Operator Certificate from the Directorate General of Customs and Excise, and Halal Assurance System Implementation Status Certificate Category A from LPPOM-MUI.

AAM Receives Awards for Customer Trust

AAM received two awards in 2021 for its commitment as a trusted company in providing quality services for partners and customers.

The two awards are the Indonesia Customer Service Champion 2021 from SWA Magazine and an award from The Indonesian Hospital Pharmacists Association (HISFARSI) as the most favourite drug distributor.

The two awards received by AAM were obtained because of its commitment to providing excellent service, starting from the product ordering process supported by field force personnel, ordering through the application system in real-time, and the use of a warehouse management system that is in line with the implementation of good storage and distribution practices and exemplary drug distribution methods.

"We are truly grateful for the awards given in 2021. We have put our best effort into achieving this as a benchmark for customer satisfaction from business partners and principals. AAM will continue to improve its service to customers," said Mrs. Juli.

In the future, AAM will continue to improve customer service across Indonesia. Digital solution services have become one of the features currently developed by AAM through the Integrated Purchase Order System (IPOS). IPOS is an integrated system with various other features that offer an easy transaction and order process for AAM’s customers.

Published in, 17 January 2022


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