IDA values its customers and aims to keep customers informed during the entire ordering process. Our service desk can advise for example on the following matters:

• Product selection and possible alternatives
• Import/export documentation
• Patent issues
• Donor policies and guidelines
• Shipping advice

Customers have a single contact for procurement and logistic queries and can consult their order and shipment status online.

Our service department is specialised, which means there is a dedicated team for each customer segment. This leads to a better understanding of our customers’ specific needs. Further, our customer service department is regionally clustered and supports a global network of area managers and locally-based representatives. As a result, IDA Foundation is aware of country-specific issues and can address customers in their own language (English, French, Spanish, Portuguese, or Russian). And, since we work with donors as well as receiving countries, we are well equipped to be a linking pin between the two.