As the global pandemic continues to spread, we at Feenics are committed to protecting the health and safety of our employees and visitors at our headquarters in Ottawa, Ontario. Like most businesses, we continue to closely monitor this situation and are taking the necessary steps to ensure the well-being of our employees while continuing to deliver the same level of service that our customers have come to expect. So we want to share the precautions Feenics is taking to protect our staff while doing our part to limit contact with others and potential further spreading of this virus.
Effective immediately, we have become mostly a virtual organization, asking the majority of our employees to work remotely until further notice. However, this will not impact the day-to-day functions within Feenics that supports the needs of our customers:
• Purchase order processing/shipping. Feenics can continue to receive purchase orders via firstname.lastname@example.org. Once orders are processed, Feenics will have staff in place to provide a confirmation email and tracking information, once hardware has been boxed and ready to ship. While most of our resellers have adopted use of Keep’s Licensing Manager in setting up new instances, added reader licenses, or features), software licenses ordered on PO’s will be applied by the support team.
• Technical Support. While this team may be offsite, technical inquiries will still be handled in the same manner, using email@example.com to open the initial ticket. Call backs can be initiated by the same email address.
• Accounts Payable questions. By using firstname.lastname@example.org, our finance department can assist answering any questions that you may have, and if you need to speak to someone directly, just include a phone number in that message.
• Sales. Our outside sales organization across North America and the Middle East is still accessible through their emails and direct phone numbers. Though no official travel band is in place, over the foreseeable future, this team will only be traveling by air when necessary. Each of the sales staff is equipped with individual Zoom accounts to support our valued resellers continued efforts to create opportunities and revenue.
When all else fails, most inbound calls to our toll-free number (855-333-6427) will still be picked up by a live voice.
While Feenics is guided by provincial and federal government to manage effectively the situation around COVID-19 we will continue to strive towards providing an excellent customer experience during this difficult time for everyone. We appreciate your business and our thoughts go out to those around the world that have been affected by the coronavirus.
The Feenics team