Sudhindra Holla, Director, Axis Communications, India SAARC

At Axis Communications, one of the first stepsthey took towards supporting their customers is by briefing their employees to be responsive during this crisis. Sudhindra Holla, Director, Axis Communications, India SAARC says, “We are constantly available on calls, emails and other medium of communication. As part of our global organizational guidelines, being responsive to our customers, partners and distributors and the ecosystem is a prerogative. Along with that we are keeping the continuity in terms of the technical support and ensuring that tech support is available 24*7 with our online chatbot. So that if there is a challenge with a camera, then the customers should not be impacted. Our tech support team is working from home and trying to resolve the problems to the best of their capacity.”

He feels, with Unlock 1.0, and reopening of courier services, the problem that they initially witnessed with solving hardware issues had been resolved at a domestic level. Commenting on that, he says, “Even with the international cargo shipment running full swing, along with the manufacturers and Axis configuration and logistics centres, 80-90% of our supply chain is back to normal. We also have maintained round-the clock correspondence with our distributors and top focused partners while keeping them updated with information to ensure a smooth business continuity. However, we also make sure that our partners and distributors have end-to-end information of the total functioning to maintain transparency, especially in cases where the lead time is more than usual. Starting from the phase 1 of lockdown our priority has been to be transparent in our communication with employees, channel partners, distributors, SI partners and even customers, as part of our business strategy.”