Sustaining social and financial value creation
Underlying our value chain is a set of defining strengths which set us apart from our competitors.
Our strategy and strategic priorities harness these strengths to drive long-term profitable growth, which in turn drives free cash flow and return on invested capital – and ultimately attractive returns for shareholders. Sustainable value creation means investing for the long term.
Sustainable value creation also means operating in a responsible manner, which maximises positive impact and reduces negative impact. That is why at the heart of our business model and vision to grow our business is a commitment to increase our positive social impact whilst reducing our environmental footprint, in turn contributing to the United Nations Sustainable Development Goals.
We utilise our leading online presence and proprietary data to inform our innovation platform and product development, helping us anticipate and serve customer needs faster.
Our people are fundamental to our continued success, as their skill and dedication enable us to fulfil our vision and purpose. Across our global team we aim to create a safe, fair and dynamic working environment that is collaborative and outcome focused. Nurturing employee excellence is one of the keys to our success, and we continue to prioritise the ongoing learning, training and development of our staff.
Our leading digital presence, extensive product portfolio and data-driven innovation platform underpin our differentiated customer proposition. We offer approximately 100,000 highly validated products via our online catalogue, including over 30,000 made in-house. We also offer custom services to customers seeking access to novel, high-quality and personalised solutions to support the development of specific diagnostic and therapeutic applications.
We’re valued for our longterm track record of durable growth, high product margins, strong cash generation and returns.
The support of our shareholders and banking partners is the foundation of our continued investment in innovation to serve our customers and drive our long-term growth aspirations.
We have seven manufacturing facilities and seven distribution centres strategically located across four continents to serve many of the largest clusters of life science research hubs, which enhances supply chain efficiency and allows us to serve customers quickly. Combined with our network of distributors, we are able to serve customers in over 130 countries.
1. We prioritise understanding our customers.
Starting with our data and consumer insights, we focus on understanding, anticipating and serving our customers’ needs as quickly as possible. In addition to employing data analytics and research area specialists, we maintain regular dialogue with key opinion leaders, conduct customer surveys and host focus groups. This enables us to gauge customer satisfaction and, through close collaboration between our data and R&D teams, use the insights gained to inform our product development pipeline, aligning our innovation efforts with our customers’ evolving needs and priorities.
2. We continuously innovate and curate our offering to optimise its quality and utility
Informed by data analytics, we continuously innovate new in-house products to the areas of greatest technical and commercial need. We make these products available to global researchers through our catalogue, to instrumentation partners seeking content for their platforms, and to diagnostic or biopharma organisations seeking molecules for potential clinical use. In addition, we add promising, highquality products from hundreds of third party suppliers to our catalogue to complement our own offering. Finally, through our business development and custom solutions teams, we partner with organisations seeking personalised solutions and for which we create bespoke or novel products.
We drive quality standards through a variety of initiatives, including in-house quality assurance programmes and the ongoing stringent quality management of third-party products.
3. We provide extensive product data, fast service and expert support
Researchers rely on testing and validation data in order to select the right product for their specific need. We provide extensive product characterisation and validation data, sourced from our in-house laboratories, our network of collaborators and independent consumer product reviews, via our digital platform. Our customer and scientific support teams provide around the clock, multilingual and highly specialised assistance to ensure that our customers are supported through their research, both before and after they purchase our products. In 2019/20, our support teams handled almost half a million inquiries, and responded to the vast majority of these inquiries within 24 hours. Our global footprint, combined with a network of distributor partners, allows us to provide our products and services to customers almost anywhere in the world, with orders generally shipped within 24 to 48 hours.
Our products are used around the world to advance the global understanding of biology and causes of disease which, in turn, is driving new diagnostics, treatments and improved health outcomes.
We help researchers accelerate scientific discovery, and translate those discoveries into clinical products.
We aim to create a safe, fair, and dynamic working environment and invest in our people to support their development.
We seek to build long-term collaborative and mutually beneficial relationships based on trust.
We deliver consistent, profitable and responsible long-term growth.
Read about are strategy to sustain long-term profitable growth
Read about our markets and their long-term growth drivers
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