April 1, 2020
By now, there’s no denying that we’re in this together. Though our “new normal” may not be preferred, this is our reality. It’s very important that you know we are here for you. At Innovative, “being here for you” means the following:
Here are my thoughts on each of the abovementioned commitments –
Our focus has always been to deliver an incredible experience. This is especially important in times of uncertainty. I’ve asked every one of our employees to keep their focus on YOU. Part of my rationale for asking them to do this, is so that they stay focused on YOU, as not to be distracted by the MANY things that have the potential to derail their thinking. We spend a lot of time as leaders, helping to eliminate the things that get in the way of our mission. During times of crisis, the mission is everything. You are our mission. thank you for giving our people something to continue to focus on, and to keep moving forward.
We’ve tried our best to over-communicate during this time. If at times, it feels as though we’re communicating a lot, that’s by design. If not, then something is wrong and we need to address that immediately. Overcommunication is the number one thing that employees have shared with me, as their top reason for being able to navigate this healthily every single day. When people are less worried about what’s to come, they can operate outside of fear and uncertainty, and focus on what’s most important. When people don’t have the information to make the best decision, we fill that void with all sorts of things that may not be most beneficial. Let’s make sure we’re overcommunicating with one another through these times. You have our commitment to do so.
Our team has implemented remote support technology to every customer, and we’ve put processes and systems in place to know when things go awry before many of our customers do. Many of you have commented on the feeling that the level of responsiveness has been “throttled up” lately, and that’s exactly what we’ve done. Three weeks ago, we launched an emergency support team who began monitoring all active systems, communicating directly with Innovative’s team members and escalating issues as they arise. We continue to keep this operational team in place at our headquarters, throughout these difficult times. We’re here for you and have no intentions of backing down.
Lastly, but maybe the most important, we’re coaching our team to be empathetic to every customer’s unique situation. Whether a customer needs additional training, newly ordered hardware drop-shipped, payment terms extended due to financial hardship, visits to key personnel’s homes, or just a virtual hug 😊, we’re here for you. Let us know how we can be there to help – even if it’s something you wouldn’t typically ask us to do. We’re in this together.
I hope you and your family (both immediate and extended) find peace and safety throughout this difficult time. We’re living through a time that will be reflected upon for many generations to come. I’m both humbled and inspired to have you as a loyal customer and look forward to the opportunity to continue to serve you and your people.
Our offices are currently closed through May 1, 2020. However, we are available 24x7 as we’ve successfully migrated everyone to work-from-home. Teams are able to deploy solutions to customers both remotely and on-site where needed. Our emergency support team is onsite daily at our headquarters in Rochester, NY. Please do not hesitate to reach out to us at any time.
Together, we win.
Frequently Asked Questions (FAQ)
What can we do to offer remote environments for our employees?
If you have any questions about how your business can utilize technology to work remote, please reach out to your Account Manager. They will help you understand how to implement technologies like Amazon WorkSpaces to provide remote environments for your employees.
Will anything change in servicing my account?
Innovative is committed to upholding the terms and agreements set with your company. Although our on-site visits are currently on hold, our team is dedicated bringing your business as much value as possible, no matter the external circumstances that surround us.
How long will this be in place?
All Innovative staff will be working remotely through the end of the April, at which time we will re-evaluate our return to the office. We will leverage what is recommended to us from the CDC, WHO, and Monroe County Health Department for the timeline of our business continuity plan.
How can I get updates on COVID-19 from Innovative?
Visit this webpage to stay updated on how our company will continue to adjust to COVID-19. You are also encouraged to reach out to your Account Manager for updates.
Will there be any changes to hardware orders?
To get hardware to your location in a more rapid timeframe, we have been advised to ship directly to our customers. Moving forward, hardware will no longer be sent to the Innovative office. Instead, we will drop-ship the hardware directly to our customers.