COVID-19 Update: Keeping our clients connected

We consider our services to be critical in keeping our economy alive, and people employed and working! To this end, we take our social responsibility in this crisis very seriously, so let’s outline what exactly we’re doing!

People are relying on technology and remote working now more than ever before, and we are working tirelessly to enable our clients to carry on with their businesses as best as we possibly can.

Netitude remains dedicated to helping our clients through this situation, enabling effective and secure remote working solutions, while also helping with the various IT issues that will still arise.

Over the last 90 days, our customer satisfaction rating remains high at 98.3%! We are exceedingly proud of our service team in delivering outstanding customer service and working through a ticket request volume we have never seen before. Truly amazing teamwork!

The following details the measures we have put in place to ensure we provide uninterrupted service during this crucial time, while also protecting our team, clients and community we interact with.

Working from Home

In line with government advice, we set up all staff to work from home on Friday the 20th of March.

Our project team is also working from home, with a single engineer in the office to take care of deliveries and technology prep for installation. Our project team will remain to deliver and install at client sites, however, absolute caution is being practised and we ask our clients to vacate offices or the immediate area while work is underway.

Regarding field service calls for support, we will despatch to client site for high and critical alerts but must ask our clients to understand that we must act responsibly and minimise site visits for the sake of the wider community.

Communication

All Netitude team members have cloud VoIP phone handsets, meaning they can take calls from anywhere and remain contactable during our usual times.

Our Service desk remains open and available from 7am – 5:30pm, Monday to Friday. On-call engineers are available outside of these times for critical issues!

Our team are also available via Microsoft Teams, should you prefer a “face-to-face” meeting or live chat.

If you do not have Teams enabled and setup we are offering this as a FREE service during this unprecedented situation – please get in touch if you are interested. Or, check the blog below if you want to give it a go yourself:

Person looking at computer screen while waiting for teams to load. With additional text saying "Microsoft Teams Blog post" and "Where to access Teams for free and best practices to get you setup: How to structure teams and channels"

Our Offices

Netitude head office will remain manned and open for the delivery of goods and a skeleton crew to enabled project preparation. Our offices are not currently open to the public and external visitors, except for goods collection at the entrance.

Client Meetings

We are conducting all client meetings via video conference facilities (Microsoft Teams). Your account manager will have been in touch over the last few days and remains available should you have any account, procurement or strategy questions.

Training & Events

We have postponed all group and on-site training events in line with government guidance. We will be in touch to re-book these events and sessions as soon as we are able in accordance with government guidance.

We are also moving some events to online webinars; your account manager will be in touch regarding these sessions.

In summary

Netitude is 100% committed to providing uninterrupted and high levels of service during this time. Our number one priority is keeping you and your business running smoothly as we all navigate through this crisis together.

We continue to monitor the situation closely and revise our action plans daily in line with government guidance as and when it becomes available.

We will provide further updates in due course and would like to thank you for your understanding and continued support.

Adam Harling & the Netitude Team

Picture Button: Contact us. Picture of Lauren Urbanski, Service Desk Manager in the background

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Adam Harling

24 March 2020

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