First of all, we appreciate what you and your companies are going through in the midst of this challenging, and uncertain, global situation. I’ve already spoken with many of you personally, and plan to reach out to a lot more of you in the coming week. In the meantime, I want to provide you with an update on several relevant aspects of our response to the situation.
ServiceChannel has been planning for weeks to take steps to help you keep your customers safe — and your business running smoothly. As we implement these steps, here’s what you should know:
Our business continuity plan ensures uninterrupted service to customers.
As part of our ongoing business continuity planning, we regularly evaluate our vendors and manage risks associated with their ability to deliver on behalf of our customers. We’re happy to report that we anticipate complete continuity with our cloud-based services. For more information about our business continuity plans contact your Customer Support Manager or our Support Team.
Provider Matching for Cleaning and Sanitation
We have a large network of over 50,000 providers and will be happy to connect you with high-quality providers to meet your increased cleaning and sanitation needs. Please contact your Customer Success Manager to learn more.
Support, Customer Success, & Best Practices Sharing
We’ve added capacity to our Support Team and Call Center in order to reduce hold times and ensure we can provide you with quicker response times. If you would like to speak with other ServiceChannel customers to discuss how they are responding to the current Coronavirus challenges, please reach out to your CSM who will be happy to facilitate cross-customer conversations. We will also be publishing best practices via email and our blog.
We have new (no-cost) features available for you to help you manage the impact of Coronavirus
Effective immediately, we are introducing three new features at no charge to help you, our customers, better manage the cleaning and sanitation required for Coronavirus. In addition, our Customer Success and Support teams will be available to help you get up and running as needed.
- Labels – Labels allow you to add a label to each work order so that you can track work orders specific to Coronavirus. This will allow you to keep track of, prioritize, and keep tabs on costs of Coronavirus-related work orders. Learn more about how this feature works in this Knowledge Base article. You can start using this feature now.
- Checklists – With Checklists, you can create a repeatable list of things that need to be done at a location. For example, you can use this to ensure regular cleaning practices are being followed at regular intervals at all locations. Learn how it works in this Knowledge Base article. To start using this feature, please contact your CSM or our support team at firstname.lastname@example.org.
- Site Planning – WIth Site Planning, you can create a comprehensive set of tasks that need to be done across all trades for an entire location. Site Planning even allows you to upload pictures to demonstrate the work was done for compliance. To get started, please contact your CSM or our support team at email@example.com and check out the Knowledge Base article to learn more.
Our team is working normal business hours, monitoring developments 24/7, and practicing social distancing
Following the latest WHO and CDC guidelines, our entire company is working remotely and we’ve cancelled all travel. Every one of our colleagues has the tools they need to deliver service to your business from wherever they are, so there will be no impact to you, or the experience that you deliver to your customers.
If you need anything at all please don’t hesitate to contact your Customer Success Manager or me personally.
We’re grateful for your continued partnership, and we’re committed to doing whatever it takes to help us all make it through this challenging time safe and healthy.
All the best,
SVP, Customer Success