Our business continuity plan during the COVID-19 pandemic
By Brian Berg on Mar 19, 2020
In the event the situation worsens as it relates to coronavirus, we have robust escalation communication and business continuity plans in place, which are frequently tested. We have tested our employees’ ability to work from home without disruption, and our management team is closely monitoring our plans.
More specifically, our customer support hours have not been impacted at this time and our teams are fully staffed. As many of you know, over the past three years we have consolidated our geographic customer support teams, processes and systems to prepare for situations where one region would be off line due to unforeseen impacts.
We’re all in this together.
(Picture taken before pandemic)
Today our support team is based in three separate geographies: Seattle WA, USA; London, UK and Chandigarh, India. All three locations leverage the same cloud based systems for telephony and case management systems with common processes and procedures. Consequently, if any specific individual is unable to work due to illness, the other team members will have access to continue to the case and work on the issue(s) with limited disruption. Our support team members have transitioned to remote work environments over the past couple of weeks and we believe we are well positioned to provide the best support possible during these difficult times.
This is a challenging time as conditions are rapidly evolving. We are confident in our ability to serve you throughout so that you can rely on us during this period of uncertainty. Please don’t hesitate to contact us if you would like additional information about the steps we are taking to support our clients and employees.
Please direct any specific questions or concerns to me at firstname.lastname@example.org.
Thank you for your continued support and please stay safe.
VP of Customer Services, Winshuttle
About the author
Brian is responsible for Winshuttle’s global services teams which include professional services, training and customer support teams located in the America’s, EMEA and AsiaPac. Prior to joining Winshuttle, Brian held several head senior leadership roles as VP of Operations at 4th Source, VP of Services (support, professional services and training) at Vertafore, and VP of Professional Services at Oracle. Brian brings vast experience and over two decades of leadership in growing services teams, evolving services delivery, improving customer satisfaction and expanding the profitability of Services teams.
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