SunTec’s Strategic Response to COVID-19

Team first. Always.

When the pandemic hit, even before the first lockdown was announced, SunTec took a decision to invoke the remote working model in batches and then a 100% working from home before the end of March 2020.  All necessary systems and processes were put in place with accelerated speed to ensure – first, comfort of our associates to deal with the changed situation and secondly, to help them ensure business continuity, so that our customers never stopped getting the support that they were used to from SunTec.

Making It Possible to Make Our Clients’ Customers Happy

At SunTec, we proudly say that we help our clients increase the lifetime value of their customer relationships through what we do. It goes without saying that the standards for maintaining our own customer satisfaction are uncompromisingly high.

With over 150 clients in 45+ countries, we are incredibly proud of our teams for ensuring all client requirements were delivered on high priority without any negative impact. We are humbled by the 100% productivity from our associates while working remotely, which is both a testament to their dedication as well as the organizational culture at SunTec.

Business as Usual for Our Customers is Business Continuity for Us

SunTec’s customers rely on us for quality delivery across all our service offerings. The business continuity planning management team that was put together, and assisted by other functions ensured regular updates, transparent communication, and delegation of responsibilities, so that there was a planned seamlessness to the work from home scenario.

Extending a Warm, Virtual Welcome to New Family 

The same thought and care were extended to those that joined the SunTec family during the pandemic. Planned communication greeted new joinees, even at senior positions, at each stage, so they knew what was happening. They were welcomed virtually with Connect over Coffee sessions – fun filled events that gave new SunTecians a taste of what it meant to be one of the team.  Relevant teams and resources stepped in to ensure that the process was seamless.

Orientation, training and mentoring was planned and implemented; operational support from IT helped with getting new team members connected, while HR teams stayed in touch to ensure that the transition  to a new workplace in never-before circumstances was done with as little discomfort as possible.

Actions Always Speak Louder Than Words at SunTec – Employee Wellbeing Initiatives

Care for our associates is something that SunTec always takes pride in and the pandemic is no exception. Here are some of the initiates we undertook:

  • A special COVID-19 insurance cover
  • A 24X7 Telemedicine Service was extended for employees and their families, including a Medical Advisory Helpline
  • Equal importance given to mental health and wellbeing – a tie up with a Mental Health Support Helpline
  • The pandemic may have caused distances but organizing teams made sure that spirits are kept high thanks to technology. Virtual celebrations, virtual yoga sessions and even fun activities and contests were held frequently to ensure connect between teams

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Back to Work With The New Normal

We are glad that all our actions during the pandemic including strict adherence to all safety precautions and measures has translated to our teams’ wellbeing overall. We intend to ensure that the same dedication to safety is carried out when the phased revocation of work from home begins.

Thorough planning, safety first and detailed, phase-wise opening steps have been put in place to make sure that when the time comes for associates to come back to the office, it is done with uncompromised safety and workplace comfort.

End-to-end protocols have been put in place to minimize risks; complete scenario mapping includes immediate response actions for different eventualities in case of someone being COVID-positive while at work, for whatever reasons. Increased hygiene and sanitation including social distancing measures, contactless systems to the extent possible, hyper-sanitization of transport facilities and washrooms, controlled access to external visitors, workstation and meeting room protocols, measures and policies for meetings and gatherings have all been examined and best practices put in place for each of them.

Nothing changes our priorities – our employees and customers come first at SunTec and towards this, responsible teams will work with as much zeal going forward as they have since the first lockdown hit the world.

If you have any queries on our COVID response, please write to [email protected]

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