Metallisation and Covid-19
Update 24 September 2020
This update follows the UK Government announcement in response to the potential second wave of Coronavirus as we enter the winter months in the UK.
The UK Government are predicting a potential significant second wave. On 22 September, they announced some additional measures, including encouraging some staff to work from home.
In response to this, some of our office staff will work from home and others will work a mixture of home and office. Please rest assured that we have very robust IT and communication systems to enable a seamless integration between home and office working. We don’t expect to see any loss of service to our customers.
All of our other working practices remain the same as detailed below. We can still accept customers to our premises for training/demonstrations subject to certain restrictions but actively encourage non-contact meetings as much as possible. Supplier visits are permitted strictly by invitation only. Service work can be completed in the UK if it is not practical to return the system to our factory. Overseas travel is largely limited by imposed quarantine restrictions but we are doing our very best to support via video call, phone and email. This will be continually monitored and adjusted to suit the every changing landscape of living with Coronavirus.
At Metallisation, we are continually evolving our working practices to ensure that we can continue to offer the very best service whilst working safely alongside the Covid-19 virus risks.
We have taken significant efforts to make our workplace safe and continue to review the situation daily. We have been externally audited and have been verified that we are taking appropriate precautions for the safety of our staff and visitors.
Over the last few months, we have learned a lot about remote working and communications. We have found a lot of positives and we continue to embrace these new working methods like video conferencing and chat over Microsoft Teams for example. We are very competent with this methodology and we encourage as much internal, customer and supplier interaction by these methods as is practical. We respectfully request that our customers and suppliers work with us by these methods wherever it is practical to do so.
We have been able to continue with very detailed meetings, sales demonstrations and technical training via video conferencing. Whilst travel restrictions remain in place, particularly for our many overseas customers, these communication methods are an excellent way for us to continue to support you.
In all cases, we will first consider using a remote support methods as continued good practice to minimise the risk to our staff, customers and suppliers. Where it is not practical to contact remotely and where travel restrictions allow, we are now able to have face-to-face meetings, training and service visits. We have robust risk assessments in place and we will require visitors or sites that we are visiting to complete our Covid-19 survey before we confirm a face-to-face meeting.
During any face-to-face contact, we will observe the latest guidelines on hygiene, social distancing and any other relevant actions to keep us all safe. If at any time our staff feel unsafe and their concerns are not addressed immediately, they are empowered to politely bring the meeting/visit to a close. We appreciate your support and understanding in this manner. We are of course very happy to comply with our customer site risk assessment requirements as well.
As a reminder of our service offering, we have undertaken a number of remote instructor led installation, commissioning and training courses over video conferencing in the UK and overseas. We have improved cabling in our spray booths to assist with this. We can also use this to assist customers with fault finding. All of this is in addition to our usual telephone and email support service. We are still able to repair and service equipment at our factory. We have a great network of UK and international delivery couriers to get your equipment back to us and returned back to you quickly. Our service team are working hard to turn your repairs around within 24 hours or often same day where possible.
As of the date of this update, shipping and logistics is still working well. There remain some minor delays to all forms of shipping but not substantial delays. We continue to use DHL who are continuing to offer good service but have imposed Covid-19 surcharges to some of their shipments which we are obliged to pass on. Due to the significant reduction in air travel availability, we continue to see high costs for some airfreight shipments which unfortunately we also have to pass on.
As much as possible, we maintain the mantra of ‘business as usual’ providing excellence in our products, support and innovation. We believe that we continue to be able to do this with a healthy respect to the safe working practices to work in harmony with this global pandemic.
Thank you for your understanding and we hope that you all remain safe during this challenging situation