The following measures have been put in place to ensure business continuity during this trying time;
OUR DISTRIBUTION PARTNERS
We have taken the time to sensitise our agents and tellers on the severity of the Covid-19 virus by educating them on the usage of hand sanitiser and increased frequency of cleaning of all workspaces.
To ensure business continuity, in the event that there is any lockdown in densely populated areas like markets we have designed three approaches to deal with this:
New self-service & cashless offering! We are launching our new self-service offering which will allow all Z CODEs to be redeemed into an MTN, Zamtel and Tenga wallet as well as an Atlas Mara bank account. This will allow for digital redemption as an additional option to the current cash redemption options. We will also continue to look to provide additional wallets and accounts for this service. Additional notifications about this new key feature will be sent.
Agent requests - we will assess the possibility of arranging an agent to meet recipients at a location of your choosing. Our current requirements for agent requests still apply i.e. our agent and liquidity team will need to be notified 4 days before the actual payment date. Please contact email@example.com to make these arrangements.
Alternative cash access options - in cases where we are unable to provide an agent, we would suggest that your recipients visit any Zoona outlets outside of these areas, Kazang retail outlets or Zoona’s retail partners which include Cactus, PostDotNet and Agro General Dealers. Please contact firstname.lastname@example.org should you need information about these locations.
OUR STAFF AND SUPPORT TEAMS
With the growing numbers of Covid-19 across our operating markets, from the 16th March, we implemented a wider remote working policy for all our staff except our call center and our Zambian operation teams. Furthermore, due to the plans of a countrywide lock down in South Africa set to begin on the 26th March, we have made plans to allow our full-service suite to be available and supported remotely enabling us to provide all services through a remote staff as of the 27th March. As a business, we have always encouraged remote working as common practice and as such we would like to reassure you that we are well set up to support this kind of work environment.
With this in mind, we would like to highlight the following:
Intercom - we continue to recommend and promote the use of the Intercom chat service that is available within our solution.
Whatsapp - we are in the final stages of implementing a WhatsApp support solution that should be available in the coming weeks. More will be communicated in due course.
Customer care 321 - our Customer Care team is readily available to assist your recipients with any queries via our current toll-free line, 321.
In line with our operational precautions, our team’s operating hours have been altered slightly.
Customer Care team
Mon-Friday 09:00am - 06:00pm
Saturday and public holidays 08:00am - 02:00pm
Payments and Processing team
Mon-Friday 09:00am - 06:00pm
Saturday and public holidays 08:00am - 01:00pm
Please Note: Our SLA’s remain unchanged.
ADDITIONAL BUSINESS MEASURES
We have also introduced the following precautions:
All non-essential business travel has been suspended and physical meetings have been postponed or canceled. Meetings are now held in digital format.
Employees have been mandated to stay home and self-quarantine for a duration of 14 days in the event that they feel unwell and have recently traveled to confirmed high-risk countries.
We are continuously monitoring what is happening locally and around the world and will release any updates as the situation develops. We remain committed to meeting the service levels that we hold ourselves to and although there will be challenges we are looking to support new initiatives to assist you our customers during these uncertain and trying times.