Dear Customers and Partners,
Amid the COVID-19 pandemic and the repercussions we have witnessed, we have remained fixated on maintaining the health and well-being of our employees, customers, and partners.
People-first approach: I say it all the time, our greatest asset is our people. Our people are what define Tech Help Boston as a world-class technology provider and make exceptional outcomes possible every day. When the virus began to take hold of the U.S., by means of collaboration technology, we suspended our on-site visits and moved to remote only support. Since we have been a “work from home” business since 2015, adjusting our operations was not a logistics nightmare. Our business operations remained 100% intact and our remote capabilities were working at peak efficiency to offset the on-site limitations.
While we were classified as an “essential” business by the state, I made the decision to remove on-site support for one reason and only one reason – the health and safety of people. Competitors have made their choices and I respect those choices, but ultimately it was and continues to be a matter of values. In good conscience, I cannot risk the safety of everyone involved over the inconvenience of not being able to offer on-site support. Our industry is fortunate that we have the technology and experience to help our clients effectively with our remote tools, other businesses cannot do this, so again this made the decision easier. Once all restrictions have been removed, we will bring back on-site support.
While on-site support has been removed, we have been able to resolve well over 98% of our technical issues for our clients remotely! This is a true partnership in that many of our clients had never experienced remote support before this pandemic, and they were a bit reluctant and hesitant naturally. Since technology challenges never seem to go away, they gave it a try and have been pleasantly surprised at how effective it can be. If you have been holding off at some nagging tech issue, give us a call and give our remote support a try. If we can fix the issue, we will tell you and offer an alternative whenever possible. Innovation has been very active during this time, as we have used mobile phone as “our eyes” at times and we have also shipped new systems to clients that needed replacements and then did remote data and setting transfers.
For our small business clients, we have been helping you for many years supporting “remote” employees and are very familiar with that business model. For those businesses that have now moved to remote workers because of the pandemic, we have assisted them in supporting these employees with the transition. We have added additional content to our website and blog to showcase the challenges and opportunities that remote work brings.
Helping thousands of clients navigate the ever-changing technology challenges is something we have done for over 20 years. As we always have, we stand ready to help during times of challenge and change.
We recognize that it can be difficult, and perhaps evening frightening, as we look to navigate this new landscape. Our partnership and commitment to you in ensuring your business remains healthy and resilient is unwavering. We stand ready to work with you in any capacity necessary until this situation resolves and the impacts are weakened.
I personally extend the opportunity to ask my team any questions you may have about your business or technology as it weathers COVID-19. To do so, please call us at 781-484-1265 or email your specific COVID-19 concerns or questions directly to me at firstname.lastname@example.org.
I wish you, your family, and your organization continued health, well-being, resiliency, and strength.
Thank you and stay well,
David Elmasian, CEO