The current situation is challenging for all of us, affecting colleagues, customers, family members and friends. In our current situation, we do know two things:
- That things will eventually revert to a more recognizable form of normal, with some useful lessons having been learned.
- We will all be stronger and more adaptable for the experience.
This period of flux requires that we respond with speed and agility, adapting our working practices to protect the wellbeing of our employees and the stability of our service for our customers and partners. Personally, I’m making these decisions with guidance from my team and with people at the heart. I’m very clear about our responsibility to maintaining continuity for everyone with whom we work. In particular, for our clients for whom Puzzel forms the bedrock of the experience, and importantly for their own customers.
Communication. Communication. Communication
More than ever, this time requires more communication, both internally and externally with colleagues, customers and our supply chain. Fluid communication is key to keeping our business moving and our customers happy. As an organisation, we breed a culture of ownership, responsibility and care for our customers. We recognise that continued customer engagement and fluid customer experience is key to the stability of our customer and partners.
Our commitment to you
To continue to provide the service for which we are valued, we have already taken the following steps:
1. Home working for Puzzlers
At Puzzel we recognise that our people are our most valuable asset, they are the reason we are the progressive business that we are today. We have been very fortunate as a business to enable a smooth transition from our physical offices to a remote working environment. All Puzzelers have now made the transition to their home business locations and are fully operational in their new environments and working to give you the best possible service.
2. Helping our customers to migrate in-building staff to being cloud-based home workers
Over the last few weeks, we have also helped many new and existing customers expedite their business continuity programmes by migrating physical staff to cloud-based home working in less than 72 hours – a service that we delivered entirely delivered remotely. This approach has been highly effective. Over the coming weeks, we will continue to help companies implement remote working and to harness the power of multi-channel communications. This will help you to spread the contact centre load so that you can support your customers in their time of need.
On a more personal note
I am adapting to a new way of working at home and one of the best things to come out of this situation is that my family and I can have lunch together everyday – something I really appreciate. We have also agreed that as a family, we need to spend at least one hour a day outside to get some fresh air.
I’m more than happy to share further insight and would love to hear your thoughts and experiences. Puzzel is here to help. Stay safe and productive.