Smiths News have released a statement on the reported delay of phone calls being answered due to the Coronavirus outbreak.
“The Covid-19 (Coronavirus) pandemic is clearly impacting individuals and businesses worldwide. Smiths News continues to be fully operational and we are working with our colleagues, suppliers, customers and partners to ensure we are managing the current situation as effectively as possible.
As you may be aware, we recently relocated some of our customer service and administration activities to our Connect Group Shared Service Centre in Pune, India. Both here in the UK and in our Pune centre, the impact of the Covid-19 outbreak is being felt. We are working closely with our teams to implement our robust Business Continuity Plan.
It is of utmost importance to us that we continue to do our best to look after your members and our customers, as well as looking after the welfare of our colleagues. However, as a result of this fluid situation and the inevitable impacts on our teams, your members may experience longer waiting times than is usual in getting their queries answered. Could I ask you to share with them the alternative options to calling customer services which we are available to all your members? We have an excellent self-serve option via SNapp on a device and SNapp online. Almost all subjects that Customers contact us for by phone can be actioned on SNapp.
It would be appreciated if you could encourage your members to register for this service. We can provide you with the appropriate links and set up details to get them started and we have a support team in Wednesbury for any queries.
This would really help our customers/your members to receive a good standard of service for their businesses during this difficult time.”