As the Coronavirus situation continues to evolve, we want to update you on what measures we have taken to ensure that we can maintain the level of service and commitment to our customers while also maintaining the health and safety of our employees.
The majority of our staff have already transferred to homeworking either on a rota basis or indefinitely dependent on how things materialise over the coming days, weeks or months. We shall be increasing this to practically everyone by next week.
Many of our staff have often worked from home previously and through the technologies we use this has been part of our mindset for some time now. All of our system hosting is cloud based, as are our support and online chat systems as well as our telephone capability, therefore we are extremely confident that we can continue to support all of our customers in the same way.
What raises challenges is quality home working space, particularly for those who may not be the only household member suddenly working from home. Furthermore, the upcoming closure of schools and nurseries will present additional challenges of balancing homeworking with childcare but ones I’m confident we will all overcome.
With the above in mind, we have also implemented a flexible working hours policy for all staff. Again, we are confident that we will still provide the same level of support during the normal working day but we would wherever possible encourage you to raise a support ticket or utilise online chat rather than instigate a telephone call. Of course, we will still be manning the phones but we believe we can provide greater resilience using those methods.
For those customers who utilise our managed / bureau services the changes to our flexible working may mean that you receive responses or feedback from your billing advisor outside of normal hours, therefore can I ask for your support in adopting a more flexible approach to the communication during this period. However, please be assured that we understand the importance for all businesses to maintain cash flow at this particular time and we see no reason why this would have any impact on timings.
Should you have any questions or concerns about our approach to the Coronavirus outbreak then please don’t hesitate to contact us.
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Finally, may I take this opportunity to wish you, your families and staff well and we look forward to helping each other through this challenging time for everyone.