COVID-19 Update | March 20 2020
I want to start by saying I hope that you and your loved ones are safe. I wanted to reach out to you, our valued customers, to remind you that we are here for you, as we have always been. Service is at the core of what we do, and we are working quickly to come up with new ways and processes to continue to support you.
What are we doing?
Our Main Focus
Our main business to is to help you and your business work more efficiently. As such, we have spent most of the week working diligently to help our customers develop and transition to a work from home strategy.
In our warehouse and office
We have increased our sanitization efforts when handling parts, machines, and at our workspaces.
Admin staff are now working from home, offering support via email and over the phone.
Sales staff are also working from home and will use phone calling and email where possible.
IT support staff are all now working from home.
We’ve asked any of our staff who aren’t feeling well to please stay home. Any staff who have traveled out of the country have been asked to self isolate for 14 days. We continue to remain current with Government of Canada and Public Health Agency of Canada guidelines.
Support and Service
We are ready and will continue to support you remotely using the technology and tools that we have been using to date, along with specialized helpdesk support tools, phone and email.
If you require face to face support, we can set up virtual meetings and support using Microsoft Teams.
Specifically, for copiers and printers, we are developing new processes to provide remote support wherever possible. We have access to IT tools that allow us to provide support to machines, assisting in faster triaging and diagnosis of issues. We are working with our techs to find ways to offer additional support to you via email and phone.
On-site Support and Visits
If an on-site visit is required, our techs are asked to wear gloves when handling equipment and parts, both in the office and at your customer sites.
Our staff have been instructed to follow Public Health Agency of Canada guidelines to keep a safe distance between them and you our customers, which is right now a distance of 2 metres.
Thank you for your patience as we work with staff and you, our customers, to create new processes and gather feedback for how we can improve our service to you. We’re working hard to continue serving you as best we can. We’ll get through this together.
Jay MacIntyre
President
Supercity Office Systems