During the Pandemic, Vertiv Service Team spearheaded by Mr. Laxman Aglawe, has given exceptional support to all the critical customers . When an unexpected lockdown was announced throughout the country, service teams came to the rescue and within a day, a core team was nominated to quickly address customer complaints and coordinate with the Field services team 24 X 7. Internal teams, Technical support and field Services worked in seamless synchronization to resolve maximum customer concerns remotely.

It required multiple permissions from Government officials to reach a customer site. Right from classifying the customers in the “Essential Services” category to justifying the nature and the immediacy of the services to be provided, it was a long and tedious process. The support of the management team to get the necessary permissions for the activities at customer premises was crucial. Setting the epitome of zeal and enthusiasm in these times, the engineers have reached the remotest customers sites through all the challenges of transport, barricades and curfews that the lockdown posed in the country.

Looking at the year gone by, they take immense pride to say that “We were with our Customers since the very beginning and will always support them no matter what”. The teams have displayed immense courage, dedication and determination towards customers even though it meant risking their lives for it by being infected, hospitalized but well taken care of by Vertiv. This was very evident with their Net Promoter Score touching 85% and the Customer Satisfaction rising to 93% which has been the highest scores till date !