As many of us are feeling the personal and economic effects of measures to slow the spread of COVID-19, I want to continue to provide updates to you about NETCorp’s operations and share resources we’re developing to support your businesses during this time.
NETCorp Operational Updates Office Statuses
Our partners and offices Sydney, Melbourne, & Perth, Australia and Kochi, India are closed due to legislative measures and for the health and safety of our colleagues there. The teams are working remotely and are fully operational.
In line with state and federal recommendations and policies our offices, have teams working from home to maintain adequate social distancing. Our remote working capabilities ensure that the teams continue to perform as normal.
Service Team Remote Work Testing
As you may have seen, our Service Delivery teams have been running remote working tests to ensure our Help Desk (HD) teams maintain service levels. As our teams move to 100% remote work, our tests have shown that all SLA parameters are in line with our normal operations and committed performance levels.
Other teams continue to work from home as planned, with minimal issues being reported. We’re pleased with these initial test results and are confident that our teams will be able to continue to deliver excellent service for our partners and end-clients.
Please note that the calls you may receive from our offices and support teams will be from our main number (08) 6188 5900. We will never ask for personal information as our outbound calls are used to provide updates. Our team will cite ticket numbers with clients to verify their identity. Our HD Inbound Contact number will remain the same, in case you wish to reach them.
Help Desk Volumes
Our HD is experiencing double the normal daily volume of calls as we provide support through remote working transitions and issues. Given this high volume, clients will see significant hold times and responses. To help mitigate, we are implementing some temporary process changes. Effective now we have rapidly implemented an IVR phone prompt system to assist with the call flows. We still have tests to conduct and updates for this system however the fundamentals are in place to ensure we answer all calls.
We know that, like us, many of you are also experiencing high volumes of requests and demands, so we continue to ask for patience. Also, while our operations are meeting SLAs currently, we do expect that extended SLAs will occur as the global response to COVID-19 evolves. We are constantly working on options to meet projected needs and plan for various scenarios. You have our commitment of transparency and frequent communication as things change.
Security and Remote Workforce Resources
Many of you already have the ability to set up your staff for remote work via VPN and Remote Desktop technologies and\or SharePoint online via Office 365, but we want to continue to provide resources to help you work through this uncertain time. We will be constantly delivering an array of content, on-demand webinars, VLOGs and other resources to help you navigate the current landscape of mass remote workforces and keep your business and your clients’ businesses secure.
Please stay tuned for communications on more resources and offers to further assist you through this time, our monthly newsletter, being released this coming Monday, will be including some great examples of free telephony and collaboration tools.
I want to personally wish you all health and safety during this time. I know the future is uncertain, but know that we at NETCorp IT Solutions are here to support you in any way we can. Our teams are working extended hours to make sure we’re ready and available to help you and your clients.
We’re all in this together, and together, we’ve got this!