To Our Valued Customers and Partners,
With recent reports of the novel coronavirus (COVID-19), there is no higher priority to our entire Uniguest Family than the safety of our customers, our partners, our employees, and their families. Shortly after the COVID-19 outbreak occurred in China, we began reviewing and implementing provisions of our established Pandemic Response Plan which is a part of our overall Business Continuity Plan. The Pandemic Response Plan outlines specific steps Uniguest takes to safeguard employees’ health and well-being during a pandemic while ensuring the Company’s ability to maintain essential operations and continue to provide important services to our customers.
In alignment with the threat assessment protocols of the World Health Organization (WHO) and regional government agencies, we have activated our Emergency Management Team as outlined in the Uniguest Global Business Continuity Plan. This team is addressing active and ongoing disease surveillance, workforce protection and management, supply chain management and risks, travel and facility access restrictions, and quarantine measures as defined in our plan.
While pandemics are unpredictable in their timing and severity, there are several precautionary measures we can take and have taken across our organization. We want you to feel confident in your engagement with Uniguest and our team of professionals. We are engaged in active and ongoing monitoring, specifically disease progression, country and WHO responses, state and local government agencies, supplier and supply chain risks, and prevention and containment measures.
We have communicated best practices for protecting employee health, increased availability of hand sanitizers and cleaning supplies to employees, and implemented employee workstation cleaning requirements. Employees who are ill have been asked to stay home.
We also know that our support and managed services customers have specific questions on our business continuity plans for contact center, support, fulfillment and reporting operations. While for security reasons we do not share the specific details of our business continuity plans, the following is an overview of key steps related to our vital operations:
Our Pandemic Response Plan classifies our contact and support center staff as “essential” employees whose jobs are critically important to the Company’s continued core operation of information intake and reporting. Unless circumstances dictate otherwise, the Company expects “essential” personnel to be available for work during a pandemic. In extreme cases, “essential” personnel may be directed to work from home. This would be considered a situational or episodic telecommute scenario.
Our contact center footprint has multiple locations geographically distanced so that in the event a pandemic became critical in any one location, we can immediately shift call volumes.
Our contact center is omnichannel capable and fully allows customer interaction and engagement through voice, email, text and chat provided at your convenience.
Our fulfillment teams are monitoring our inventory closely and are in active conversations with our supply chain partner so we can be responsive to our clients’ needs. At this time, we see minimal impacts, but are continuing to monitor and adjust and will advise customers and partners if there are changes.
It is important to highlight that our online systems will always be available as a key engagement option and this system will be supported by our team whether they are working from the office or from home. We encourage all hotline/incident management customers to remind their employees of their available web-reporting options.
The senior management team takes the COVID-19 threat seriously and we are taking all reasonable measures to prepare for and mitigate the risk of COVID-19 to our team members, our customers, and our business. We will provide additional updates as the situation warrants.
Thank you for your continued support of Uniguest and our portfolio of companies. We wish good health and safety to all our business partners and their employees and families.
Chief Executive Officer