In this blog post
Dear Client leaders & Partners
I do hope all of you, your family and colleagues are keeping good health, as we are wading through this existential crisis of COVID 19.
This is the time for shared vulnerabilities and in all humility, we want to thank you for your business and continued trust. For us, the well being of our employees and the continuity of clients’ operations are our key focus.
I am especially inspired by my GAVS colleagues who are supporting some of the healthcare providers in NYC. The GAVS leaders truly believe that they are integral members of these institutions and it is incumbent upon them to support our Healthcare clients during these trying times.
We would like to confirm that 100% of our client operations are continuing without any interruptions and 100% of our offshore employees are successfully executing their responsibilities remotely using GAVS zDesk, Skype, collaborating through online Azure ALM Agile Portal. GAVS ZIF customers are 100% supported 24X7 through ROTA schedule & fall back mechanism as a backup.
Most of GAVS Customer Success Managers, Client Representative Leaders, and Corporate leaders have reached out to you with GAVS Business Continuity Plan and the approach that we have adopted to address the present crisis. We have put communication, governance, and rigor in place for client support and monitoring.
GAVS is also reaching out to communities and hospitals as a part of our Corporate Social Responsibility.
We have got some approvals from the local Chennai police authorities in Chennai to support the movement of our leaders from and to the GAVS facility and we have, through US India Strategic Partnership Forum applied for GAVS to be considered an Essential Service Provider in India.
I have always maintained that GAVS is an IT Service concierge to all of our clients and we individually as leaders and members of GAVS are committed to our clients. We shall also ensure that our employees are safe.
Message from Balaji Uppili, Chief Customer Success Officer:
Customer Success is all about being proactive and getting ready to address newer situations. At GAVS RITE is a key DNA and Empathy to our teams and customers is absolutely at the top. That drives us to do the right things for both our teams and customers. In this endeavor and to ensure that our teams are safe and healthy and are able to seamlessly provide support and service to our customers, we had created a task force to understand, assess and plan for events that would unfold due to this massive viral pandemic. We had created 3 broad pillars as part of the task force – How do we take care of our people – people safety first (ability to shift GAVS and customer assets to their home offices smoothly and provide adequate support to enable them to stay in touch with our customers and drive value), a continuation of services and support to customers (continue with newer mechanisms and tools of collaboration and governance) and 3rd is the adoption of new operating model (potential onboarding and collaborative situations in a hybrid model for the future as well and enabling culture for such adoption and collaboration). With these 3 key facets, the task force prepared a plan and executed it with measurable outcomes at every stage. Clear goals and empowerment to various teams enabled us to execute a seamless transition to the new model. We moved 700 assets over a course of 4 business days and create stock and contingency plans for further 50% of the workforce.