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From the President of CPI

A Letter to our Customers

To Our Customers

In 1855, our founder, R.T. Crane, established Crane Co. on the principles of honesty and fairness, and made a commitment to the safety and service of our associates and customers. Now, more than ever, we are called upon to honor this commitment as we enter an unprecedented situation with the spread of COVID-19. Our hearts go out to all of the individuals and families who have thus far been affected by the virus, and we offer our heartfelt wishes for a fast and full recovery to all those who are ill.

As the global pandemic continues to impact communities worldwide, we remain steadfast in our commitment to deliver the solutions and services that enable your business to succeed even in these challenging times. Many of our customers continue to provide essential services to the community, and we thank you for your hard work and care. While payment is only a small part of the service you provide to your customers, we want you to know that we are here for you, and that our teams remain fully equipped to support your business as we navigate these uncertain times.

To best support you, we have implemented proactive steps to manage this situation as it continues to evolve. In addition, we maintain comprehensive business continuity plans at all of our sites to minimize the impact of unforeseen events.

We are following all local government and health authority directives, and all of our manufacturing and distribution sites are operating as normal at this time. As such, we will continue to support your technical and customer service order needs. If or when we determine there is an impact to our customer delivery, production or support as a result of this pandemic, we will take immediate action and communicate to you as quickly as possible. A support contact list is provided below for your reference.

A few items to note:

  • In keeping with WHO and CDC recommendation of social distancing, we have taken the necessary steps to ensure that our global teams are able to work remotely.
  • All of our global Customer Service and Help Desk lines are forwarded directly to our associates, so your calls will be personally received and responded to by our worldwide support teams.
  • All of our support teams have remote access to our operational systems, so they remain able to address concerns in real time, with the full support of our technology systems and infrastructure.
  • We actively monitor our supply chain and sub-suppliers, logistics and internal production capacity on a daily basis to mitigate potential issues arising out this unique and unprecedented pandemic.
  • External visitors are currently prohibited from entering our sites unless pre-approved by CPI leadership and for business critical situations only.
  • CPI field-based associates have stopped customer visits and have transitioned to online/phone meetings to assure business continuity with our customers.
  • Mission critical technical support and service is available onsite on a limited basis and in accordance with all governmental, customer and Crane requirements as well as pre-approval by CPI leadership and the Customer.

While we continue to support your business and ensure the level of customer service that you have become accustomed to, our associates worldwide likewise remain committed to the philanthropic initiatives and spirit of giving that has long defined our culture. We are confident that we will make it through this difficult time together, and wish the very best to you and your families in the coming weeks.

Stay Safe.

Jan-Hinrik Bauwe
Crane Payment Innovations

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