Assured Customer Support during COVID-19

We wanted to share with our associates and communities how Ripples FMS customer support team is responding to the unfolding COVID-19 situation and helping our clients with business continuity without any disruptions. Sure, these are hard times and the pandemic is continuing to affect people around the world, but the logistics industry is very much functional as it ensures all people get necessities around the world. We salute all logistics providers and their workers who are working tirelessly to ensure the same.

With COVID-19 continuing to impact people and countries around the world, teams everywhere are moving to remote work. Here at Ripples FMS, we are encouraging our team members to work from home as much as possible and our top priority has always been the health & safety of our employees, customers, associates, and communities.

To ensure the business continuity of the customers in this time of adversity is a challenge, especially when the emotional state of all the business is on the downside. During this time of crisis, we believe that the effective functioning of our support department is extremely crucial. At Ripples FMS, we are well prepared to handle a significant and sudden increase in call volumes.

customer support business continuity COVID-19

197

The number of support tickets our team has handled in the last 10 business days

98%

Support tickets have been resolved by our team in the last 10 business days

During these last two weeks, although we had to suddenly shift to a remote work-from-home model, our support team has handled close to 200 support tickets. More importantly, they have closed nearly 98% of the incoming tickets. In these last fortnight, we had got support tickets in the form of user entry errors, business queries, and change requests. To resolve nearly all the issues and that too when most of our staff are working remotely for the first time deserves a pat on the back. Our clients have also been a great support in these changing times. Apart from our CRM, modern collaboration tools like WhatsApp, WeChat, Zoom, and Skype also have helped connect with clients (and between teams) and solve their concerns in real-time.

 The COVID-19 pandemic has certainly put all of us under pressure that we’ve never experienced before, but at Ripples FMS we believe in our strengths and our skills and there is nothing that will keep us away from ensuring our client’s business continuity. Let’s hope the world will be healed soon, till then stay home and stay healthy!!!

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