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How Delta India’s IA solutions ensure business continuity and customer service during COVID-19 crisis
By Manish Walia - Published June 11, 2020
By Manish Walia, Business Head-IA Solutions, Delta India
Gurgaon, India April 9, 2020- The coronavirus lockdown has brought our lives to a standstill and disrupted businesses across countries. Manish Walia, Business Head-Industrial Automation Solutions Delta India, tells us about the company’s initiatives to keep the business running and stay productive during these tough times. He shares with us how the company is enabling its customers who are essential service providers to continue to deliver services without interruption.
The company is also well-equipped to empower manufacturers to innovate and enable rapid response for COVID-19 outbreak management. Excerpts from the interesting interview:
Please tell us about the initiatives taken by Delta Industrial Automation Solutions for business continuity while ensuring employee well-being during these challenging times?
At Delta, our main concern is to ensure the well-being of our employees, customers and channel partners. So, when the lockdown was announced we first made sure that all our key touchpoints and their families were safe. That being said, we are committed to ensure business continuity and are leveraging technology between internal teams to stay connected. Further, we are also extending the same platforms, such as Skype, that we are using internally to connect with our customers and channel partners. We are still connected and collaborating internationally with our principals and business units in Taiwan and factory in China.
What steps have you taken to ensure collaboration and data safety during Work from Home? What are some of the challenges of Working from Home and how are you ensuring that you remain productive?
To ensure data protection, we are connecting to VPN office network, which is as good as connecting from the four walls of office. While Working from Home, Wi-Fi and phone network can be a challenge at times. It can sometimes become a challenge to find that corner in the house where we can have privacy to work as well as good network connectivity. However, we try to remain productive with our resources and capabilities.
Yes, of course just as with other businesses, the work on the ground in terms of deliveries and face to-face meetings with customers has been hampered. However, we are focusing on business planning and relooking at some strategies in light of COVID-19 crisis. Also, we are giving a big push on training, which sometimes go on to 5- 6 hours a day. We are conducting training sessions not only for our internal teams but also for our channel partners and end customers.
What initiatives have you taken to ensure customer experience/service is not hampered?
At Delta, we always strive hard to provide seamless service experience to our customers. During this time of crisis, we continue to stay true to our focus on customers. Some of our customers are into essential services and we at Delta our doing our bit to support them in providing uninterrupted service during these challenging times.
To ensure that any issues or challenges they face are addressed in a timely manner, we have made sure that some of our key service personnel have passes to travel to our warehouse or service centres and get the spare/equipment delivered if required.
Similarly, we are ensuring uninterrupted service for our process automation customers. Our operation manuals and other literature is already available online to assist our customers. Also, our call centers and customer service support numbers continue to be functional as usual.
Are there any products in Delta Industrial Automation Solutions portfolio that can prove helpful during the pandemic?
Being an Industrial Automation Solutions company, we at Delta have several products, such as SMPS, PLC, HMI, Motion Products and others that can be used for the production of fast-track ventilators to meet urgent medical equipment requirements arising out of the COVID-19 crisis. We are in discussion with customers who are involved in mass manufacturing of masks, ventilators etc. With our wide range of Industrial Automation Solutions products, we at Delta are well-equipped to empower manufacturers to innovate and enable rapid response for fighting the coronavirus pandemic.
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