Given the daily changing circumstances surrounding the spread of COVID-19 (Coronavirus), I would like to advise you of some of the actions we are taking to minimise the potential impact on our ongoing client service and support requirements and provision, whilst being mindful at the same time to limit the risk the virus poses to colleagues, clients, and suppliers.
Our Management “Cobra” Team will continue to monitor and adhere to both the UK and Scottish Government’s up to date advice. This team is communicating regularly to review our plans, processes, and actions and take the necessary decisions to maintain our operations as effectively as possible in these challenging circumstances.
Our priorities are to ensure the health and wellbeing of our colleagues, clients, and suppliers, as well as visitors to any of our branch offices.
We remain dedicated to providing support and service to you our valued client as and when necessary in these exceptional times and when required will do our best to maintain your hardware and software, print and Laserfiche electronic content management solutions, to enable you to continue to operate your business. Where our Service/IT/Technical support is required we will, with your approval, access remotely your CDS/HOE hardware and software document solutions to affect a “fix”. For any service visits still required, we have implemented several preventative measures for our engineers to follow during any physical onsite visits to fix equipment.
Our business continuity plans, enable most of our staff to work from home so that they can continue to service and support your organisation remotely.
Our Sales, IT Support, Hardware Service Engineers, Client Training Officers, and Professional Services colleagues are fully equipped for remote working, with access to our secure systems and databases. Your dedicated Account Manager will continue to be available via the usual contact telephone numbers and email addresses. Should they be unavailable, their Manager or one of their colleagues will deal with any enquiry or request for help.
Given the rapid progress and unpredictable nature of COVID-19, we recognise that social distancing measures are likely to increase as the days and weeks unfold. We have already taken steps to cancel or postpone all client and supplier meetings, as well as internal branch meetings and travel. We will now conduct meetings through Skype, Webinars and Microsoft Teams, where possible.
Should the need arise, we have built up a buffer stock of spare parts, consumables and regularly required MFDs to minimise the possibility of any supplier out of stock situation.
In addition to this significant buffer stock of new hardware and supplies, we also have a large in-house stock of recycled parts and consumables, as well as an extensive range of fully refurbished Approved Used (ex-contract) devices to support any urgent requirement situations.
If you have any questions or concerns relating to any of the above, please do not hesitate to get in touch with your usual Capital/HOE contact. We will, in due course, update you with any additional, relevant information.
If you have any other immediate requirements that would help you deal with the current unprecedented circumstances, please contact your Account Manager directly or our Service Department. Rest assured that we will do everything reasonably possible to help you.
Thank you for your understanding and support.
Tom Flockhart, Managing Director – Highland Office Equipment
18th March 2020
Posted in Special Interest
