Our approach to remote working means there is no loss of service for our customers during these challenging times. Visbion has always employed staff to work remotely from home. When recruiting, finding the right people has always been the key consideration, taking priority over geography. Our specialist teams are now based throughout the UK and Ireland.
We do also have an office. Tucked away just off Chertsey High Street and five minutes from the M25, Visbion House is ideal for meetings and for those members of the team who need to be office based. Daily group calls are a chance to check that everyone is staying well and to chat through any major priorities or company news. Communication continues during the day to keep everyone connected and involved in the team effort.
We have consistently invested in the in-house development of bespoke tools and applications which enable us to provide remote product maintenance and customer support. Support cases raised by any user 24/7, are automatically and immediately raised with our Customer Support Team. With clear and robust escalation mechanisms in place, the critical nature of cases and the impact to our customers is always reflected in the urgency of our response.
The development of our cloud-based performance management tools has also been crucial. Our systems are enabled to monitor their own performance indicators, such as storage capacity, image transfer errors and service functioning. For solutions such as the Image Cube Mobile Managed Service, the strength and quality of the network connection can even be monitored. All this information is automatically and securely reported to the Customer Support Team, allowing them to provide support as swiftly as possible; often before any impact on the users’ workflow even occurs.
With all the necessary processes and practices in place, we are well placed in the current situation to continue to provide the responsive and nimble service that the NHS, PHE and our other customers demand. Our talented software engineers as well as our specialists in sales, marketing, admin and accounts will continue to work remotely, yet pull together so effectively as one very strong team!