Dear Customer, It’s an unprecedented time in our history. The COVID-19 pandemic is having an impact on our daily lives and the global economy in ways we have never experienced before.Â
At this point, we know that your priority must be your and your family’s health and well-being, and we wish that you stay safe and healthy.
We don’t know how this is going to play out, and the uncertainty weighs on all of us.Â
Our hearts are with everyone who has been impacted by the virus, either directly or indirectly.Â
Especially to those at the front line, medical staff, and caregivers who put themselves at risk to do all it takes to serve others.
In much the same way, many of our customers run critical operations, such as manufacturing drugs, health care services, emergency response, logistics, government services, law and order enforcement, banking & financial assistance, and more.Â
Most of these are at the forefront of the fight against the COVID-19.Â
At Mithi, we take great satisfaction in supporting them with their business communication systems. This helps them stay connected with their teams and partners and move ahead with their work.Â
We are doing everything we can to keep our employees and partners safe. And, we have ensured that they have all the necessary tools to provide you with essential support.Â
We know there is a great responsibility on us, as providers of critical communication platform to make sure it’s running well for you.Â
Our teams will be making sure you get the required customer support, 24/7 regardless of the lockdown.
Towards that end, I wanted to share some of the steps we are taking and what this may mean for you:Â
Digital Access to Mithi:Â
We encourage you to connect with us over our digital touchpoints viz.
- Website,
- Social channels (facebook, twitter, Linkedin, Youtube)
- Help center
- Help desk via your Mithi account for any assistance you may need.
- You can find updates on our blog too.
These digital touchpoints enable you to stay abreast of the latest updates from us and gain access to the required resource.Â
Service Experience:Â
We realize the increased dependence on email communication at the moment and the possible growth in usage.
Hence, we are ready to automatically provision extra resources on our cloud platform to accommodate increased traffic.
Also, our NOC team will be extra vigilant around the clock to monitor our cloud platform.
Workforce Safety during COVID-19: Â
We are fully committed to ensuring that our employees and partners stay safe during this COVID-19 outbreak.
Supporting our employees during this crisis period is also critical to providing you with the services you need and expect.
All employees are now working remotely, and are pushing the envelope to ensure you don’t see any latency in response from our end.
We much appreciate your support and understanding as we work through this together.Â
Increased Collaboration:Â
Our teams actively use Ideolve, our team collaboration platform, to stay connected, discuss projects, handle exceptions, and plan responses and improvements.
Coupled with frequent remote sync up meetings, Ideolve is ensuring that our teams can collaborate effectively to deliver better service to you.
Leeway on renewal orders or payments during the COVID-19 lockdown:Â
We also understand some of our customers will find themselves in a tight spot operationally as a result of COVID-19.
If you are having trouble with the timely renewals or payments for your Mithi service, please open a support ticket with us, and our team will work a way out to help you.
Note: We have to maintain our payment commitments to employees, suppliers, and partners, which becomes even more critical at a time such as this. I, therefore, urge you to exercise this option with discretion.
We seek your support to keep things moving forward as best as possible for you, without delays or disruption, in supporting your business with uninterrupted service.
How else can we help?
We would love to hear your ideas on how we can go the extra mile and help you in this situation.
To share your thoughts, please post a comment on this blog. You can also write to any of the Mithi team members who are in touch with you.
Thank you for being a Mithi customer – and for the trust, you place in us every day.
Gratefully yours,
Tarun Malaviya
CEO, Mithi Software Technologies.