Whilst it is only a couple of weeks ago since I last wrote to you, it does feel like an eternity, given the current situation. I am very well aware that you are being bombarded by Coronavirus updates, so I have tried to limit my communication however, now we feel it’s time to update you again.
As you might expect we are receiving unprecedented demand from many of our customers, as they rapidly seek to enforce home working. Whilst our call volumes have sky rocketed, I am very proud of our technical teams here, who have come in early, worked late and continue to work the weekends to meet your needs. Each and every customer is important to us and we are very much with you on this journey. Our SLA’s are holding up thanks to their herculean efforts. For any customers who are waiting for new equipment to be set up or for remote workers to be brought on line can I ask you to please be patient with our teams. We have each and every customers details logged and we will complete everything as quickly as possible.
Last time I wrote to you I confirmed we had tested our Disaster Recovery processes by confirming every member of our team could take calls and log onto systems. Today, those practices are now in place full time whereby 50% of our team is working from home and 50% are working from the office. Within the office we are following the social distancing rules (everyone is spread out evenly around the office). Our phone and incident management system is working well and we continue to manage our teams utilising technology such as teams for regular team meetings etc.
We are continuing to meet with customers as normal, however, instead of doing it face to face we are using phone and video conferencing.
For those customers who have our engineers on-site with you, we have instructed our engineers to work to your Coronavirus policies, as we want to remain synchronised with your business. We have also emphasised the importance of continuing to follow the government hygiene rules.
Onsite Transition / Project Engineers
I would like to thank everyone for allowing our engineers site access to complete their works even if they have an enforced homeworking policy in place. It is obviously important to continue to allow our engineers free access to allow them to complete their jobs, to keep your business on line. All our engineers have been strictly advised on social distancing and the need for constant hygiene to protect you, your staff and themselves. It is important that we ask you to remain in constant communication with our project managers to ensure we complete our tasks safely and in a timely manner.
My thoughts are with every customer at this time and wish you a safe journey through to the other side.