COVID‐19 A Message from CEO Luke Clark

COVID‐19 A Message from CEO Luke Clark

14th April 2020

To our customers and partners,

I have seen so many customers impacted by the COVID-19 crisis and I know how tough it’s been with the stress this pandemic has placed on your people and your business. The word ‘unprecedented’ is enjoying unprecedented popularity for a very good reason; there’s virtually no other way to describe the difficulties we’ve all had to face.

One of the positive aspects of this experience has been in the feedback from our Account and Service Delivery Managers on the willingness of Converga customers across the board to engage in transparent communications as we worked to mitigate service disruption, and the ability to adjust to some pretty inventive new ways to work. It’s easy to talk about partnerships when everything is sailing smoothly but I have been so pleased to see these partnerships flourish under such extreme pressure.

I am extremely proud of my team and the dedication they showed to keeping your business top-of-mind. Converga came together and managed some impressive feats to mitigate disruptions and recover delivery within days, despite the ripple effect of lock-downs and restrictions around the globe.

The accepted wisdom is that these restrictions are set to be the new normal for at least the next few months. It’s good to see Government leaders beginning to address the impact on businesses with some decent support programs but it also means we all need to change our thinking and prepare for how we exit the lock-downs. We have done the work on this front, so I can say with confidence that Converga is in a strong position to deliver great outcomes for our customers.

It’s remarkable to see entire work forces pivot to working from home in such a short time-frame; proving the value of remote work as a whole and as an essential element of business continuity plans. Combining strong tools and core support with a rich remote experience has been a key part of our own quick recovery, and that of our customers grappling with work-from-home complexities on a large scale for the first time. Looking to the road ahead, we’re working with industry experts on a range of virtual measures to boost team productivity, communication, trust and cohesion.

Finally, we remain focused on providing flexible ways to meet the immediate commercial and business needs of our customers. Our Digi-mail solution has been a real asset for customers without staff onsite, keeping core business operations moving by intercepting and digitizing physical mail. For our customers flooded with IT support requests due to remote workforce increases, our rapid-scaling IT service desk has eased the pressure and let them get back to business-critical functions.

These are just some of the measures we’re putting in place to give our customers the peace of mind needed to work through this crisis. Equally important as sharing our own plans, is listening to your experiences and learning more about what you need. If there is anything more we can do to support you, I strongly encourage you to reach out to me or my team.

Above all I want to thank you for your support of our business throughout these challenging times. My commitment is that we will continue to show up just as powerfully for you, putting everything we have into intensifying the strength of our partnership.

Kind regards,

Luke Clark
Chief Executive Officer
Canon Business Services (Converga and Harbour IT)