Advanced has announced via a company statement that while they continue to manufacture products and provide customer service and technical support in spite of the ongoing COVID-19 pandemic spread. The company is taking great care to operate within the UK Government’s guidelines for business operation and protect the staff. As a result, Advanced is seeing growing challenges around resourcing which are having a significant effect on the company’s ability to maintain the usual service levels.
The company, therefore, understands that it is important to take action to ensure continuous support for critical infrastructure by maximizing the ability to satisfy these industries and key workers.
Prioritization of Orders
To assist the company in ensuring that their products get to where they are most needed, Advanced will be asking customers about the purpose and end use of all new orders, and in particular, whether the orders are for:
- Critical projects that directly support front-line services tackling Covid-19 (e.g. hospitals, other care settings, supermarkets etc.)
- In these cases, the company needs to know the project name
- Non-critical projects
- Stock
Reduced resources and supply chain issues
This process of prioritization, together with the reduced capacity, has inevitably led to extended lead times
This process of prioritization, together with the reduced capacity, has inevitably led to extended lead times. Due to reduced resources and supply chain issues, all dispatch dates given on order acknowledgements are under continued review. Once Advanced commences production, the company will contact customers directly with dispatch dates.
Advanced also asked customers to help the company maximize output and efficiencies with reduced resource by minimizing contact with the customer service and dispatch teams who are working tirelessly to meet their needs.
Deliveries and Technical Support
The company is working with delivery partners to minimize delays and will keep customers informed in cases where the order may be affected. Advanced is continuing to maintain the technical support function during this uncertain time and they are available to be contacted through the usual channels.
Customers can also raise a support request by logging into their Advanced360 account. As with all services, they are experiencing some disruption to the team, so customers are requested to be patient if there is an increase in response time.