In light of the latest government directive regarding the rapidly escalating Covid-19 situation, we are writing to update you on how we are approaching the challenges that we face and how we intend to keep serving you and your consumers.
We are currently implementing our Business Continuity Plan which involves a wholesale shift of our operations to a Work From Home status. So far, our field based team of Commercial Representatives have been instructed to desist from all physical visits to your premises until further notice. They will have been in touch already to postpone existing diary dates and will work with your management team to find alternative ways of conducting training, business reviews etc.
We are in the advanced stages of equipping our Head Office based operations to work from home and we will communicate with you again when deployment of this phase of our response is deemed to be appropriate.
You may rest assured that we are taking all possible measures to maintain our quality levels whilst prioritising the welfare of our staff and their families. However, we recognise there will be a degradation of our services specifically around telephony and we will be attempting to route the majority of queries to email.
One specific area of the administrative process that you can help us with is the maintenance of up to date consumer Service Plan records in respect of invoices for work that has been carried out. Please ask your service teams to pay particular attention to the prompt loading of service invoices to the EMaC ‘Evolve’ portal so that we can continue to process consumer cancellation requests efficiently. This will avoid delays in processing and, most importantly, avert incorrect refund amounts. We can only work on the information available to us and we cannot be held liable for un-invoiced items.
Your EMaC representative is available by phone / email and please do talk to us if there is anything we can do to help in this unprecedented situation.
We will continue to update you as matters develop and many thanks for your ongoing support.