Customer Communications and Clinical Bulletins
ICU Medical Acquisition of Smiths Medical (SM)
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?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All USA and Canada orders should be placed with ICU Medical.
A2 (Rest of World). The SM and ICU Medical Order Management systems outside of USA and Canada have not been integrated at this time. Thus, you should continue to place orders for SM products with SM 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?
A1 (USA and Canada). The Order Management call centers for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. If you have a question or issue with an order or product, please contact the ICU Medical Customer Service team.
A2 (Rest of World). The SM and ICU Medical Order Management call centers outside of USA and Canada have not been integrated at this time. If you have a question or issue with a SM order or product, you should continue to contact the SM 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?
A1 (USA and Canada). The Order Management call centers for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively, and will operate under the existing ICU Medical hours of operation. Customer Service hours are 7:00 AM to 6:00 PM Central time.
A2 (Rest of World). The SM and ICU Medical Order Management call centers outside of USA and Canada 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 SM products? Will products arrive on a different schedule?
A1 (USA and Canada). The Order Management systems and Distribution Networks for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. Product orders in the USA and Canada may be consolidated based on distribution location.
A2 (Rest of World). The SM and ICU Medical Order Management systems and Distribution Networks outside of USA and Canada have not been integrated at this time. Thus, SM 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?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All USA and Canada orders should be placed with ICU Medical using ICU Medical account numbers.
A2 (Rest of World). The SM and ICU Medical Order Management systems outside of USA and Canada 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 SM products with SM 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 EDI?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All USA and Canada orders should be placed using the ICU Medical account.
A2 (Rest of World). Not at this time. The SM and ICU Medical Order Management systems outside of USA and Canada have not been integrated at this time. Thus, you should continue to place orders for SM products via the SM account.
Q. Can I submit consolidated orders through GHX?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All USA and Canada orders should be placed with the ICU Medical account at GHX.
A2 (Rest of World). Not at this time. The SM and ICU Medical Order Management systems outside of USA and Canada have not been integrated at this time. Thus, you should continue to place orders for SM products via the SM 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 with the exception of a few items where the item number overlaps with an existing ICU Medical item number. Customers should continue to order using existing item numbers, which appear on the product labels. These item numbers will appear on delivery and invoice documents along with an ICU internal number referenced. Should ICU Medical choose to make changes to ordered 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. ICU Medical is in the process of updating product 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 SM items on it? Will each company accept the PO in partial? Or will the entire PO be rejected?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All USA and Canada orders should be placed with ICU Medical. Combined purchase orders will be accepted except in the rare situation where contractual terms are not harmonized.
A2 (Rest of World). The SM and ICU Medical Order Management systems outside of USA and Canada have not been integrated at this time; thus the entire PO will be rejected. Customers should continue to place orders for SM 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 SM item?
A. Yes. ICU Medical will provide the Customer Support teams with lists of ICU Medical and SM items for reference.
Q. Will my customer’s sales representative change?
A. No. The SM and ICU Medical global Field Sales teams have been fully integrated at this time. You will continue to contact your established ICU Medical sales representative teams for any sales needs.
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 SM 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?
A1 (USA and Canada). The Order Management systems for USA and Canada have been integrated as of August 1, 2024 and August 2, 2024, respectively. All payments for USA and Canada orders should be directed to ICU Medical.
A2 (Rest of World). No. There are no immediate changes to current contracts or payment processes outside of USA and Canada. 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. Smiths Medical ASD, Inc. merged with and into ICU Medical, Inc. on August 1, 2024 (the “Merger”). On August 1, 2024, immediately following the Merger, ICU Medical, Inc. continued certain of Smiths Medical ASD, Inc.’s former assets and liabilities to ICU Medical, Inc.’s wholly-owned subsidiary, ICU Medical Sales, Inc. The existing W-9 for ICU Medical Sales, Inc. applies for all sales transactions in the US.
To view the Customer Letter, click here