Measures to combat the corona virus have been gradually relaxed in Switzerland. How things will continue and when and under what conditions the all-clear can be given and normality can be returned cannot be predicted with certainty. The subject of this report is what challenges Elco's service department was exposed to as a result of the lockdown, what protective measures were taken and how prevention is being continued.
On March 16, 2020, Switzerland was put into an unprecedented lockdown due to the Covid-19 pandemic. "We were not unprepared for the Federal Council's decision," says Paola Raganato, service manager and member of the Elco management board. "A week earlier, our employees were comprehensively informed about our protection concept, which had been developed by a pandemic team made up of members of management and the person responsible for occupational safety." The internal directive regulated, among other things, working from home, contact between the regions and between employees and customers. Training has been cancelled, visits from outsiders, meetings and business trips have been suspended or reduced to a minimum. The orders of the BAG then applied. "Since our internationally operating parent company is also active in China, where the pandemic began, we were able to reliably assess what was to come in mid-February and acted accordingly, because service work on heating systems includes commissioning, maintenance and troubleshooting to the system-relevant activities and cannot be postponed at will," says the service manager. The availability of spare parts was also guaranteed at all times, and no Elco heating system had to be shut down because they were missing. In April, an additional reserve was even built up in Central Switzerland. Initially, it was not easy to procure the material for infection protection, for example due to export restrictions or delays at customs. Here a turn to local suppliers is necessary.
Maximum prevention for customers
Immediately after the lockdown, all Elco customers were sent a circular that had been drawn up together with the manufacturer and supplier association "Building Climate Switzerland" and in which the measures and behavior of the service technicians were recorded. The primary goal was to guarantee customers maximum prevention. The key message was that service work is safe at a distance. Paola Raganato is convinced that the customer information helped to calm and objectify the situation, "because immediately after the lockdown we were faced with many cancellations and postponements of service appointments, with differences between the regions." In German-speaking Switzerland, for example, there were noticeably fewer than in Ticino or in Welschland. It turned out to be an advantage that the heating systems in Switzerland are mainly located in the basement, so that living spaces do not have to be entered for service work. In mid-April, the service business picked up speed again and even performed better in the month mentioned than in the previous year. Even today, the overall situation is favourable. In an interim assessment, one could come to the conclusion that Elco got over the lockdown or the hot phase of the pandemic quite comfortably. "It wasn't that easy," says Paola Raganato. “There were two problems that particularly concerned us, such as the sudden loss of around a quarter of our 400 service technicians”. The reasons for this were the withdrawal to the home office, mainly by people who were particularly at risk, as well as conscription by the army and civilian service. The second problem began when the barriers in Europe fell from one day to the next. Elco also employs cross-border workers, particularly in Ticino and Geneva. The necessary formalities for entry had to be completed immediately, and crossing the border often involved hours of waiting. In Geneva they got over it by switching to early and late shifts so that employees from neighboring countries no longer had to cross the border at peak times. Elsewhere, they were increasingly working from home.
Protection concept refined and expanded
In retrospect, the protective measures that were taken are described as appropriate and effective. The fact that the service area went back to normal within a short time after the lockdown was due to early action and the customers' trust in the measures taken by Elco. "If the protective measures are observed, service work on heaters is safe," emphasizes the service manager. "Furthermore, the regular and open information contributed to the fact that no uncertainty arose and the adequate classification of the sometimes complex matter was possible for everyone involved." The extent to which changes triggered by the lockdown will continue in the future cannot be conclusively assessed, but working in the home office is likely to be redefined, says Paola Raganato: “Our thoughts are also going in this direction.” It was then found that in the course of the lockdown, communication was increasingly being sent by e-mail than by post. The level at which this will level off remains to be seen. Elco has also taken precautions in the event of a second corona wave. The preventive measures for service technicians will be retained. The protection concept was further refined, expanded and implemented throughout the company. Among other things, it regulates the number of rooms occupied, the training of service technicians and working from home. If necessary, it can be quickly adapted to new requirements. "Of course we wish that we would be spared a second wave, and if it does arrive, this will not be the case when it is high season for heating service, such as at the beginning of the heating season," hopes the head of the service department of electro.
