Due to the rise in cases of COVID-19 positive patients and due to island wide curfew the Management of LAUGFS Gas devised a plan to meet the needs of their customers using multiple approaches, ensuring that the entire market was covered.
Within 12 hours of the announcement of the island wide curfew, LAUGFS Gas executed a remote operational model to ensure business continuity.
This plan ensured that the total staff carder of approximately 250 were deployed to support various aspects of the business. Keeping in mind the restrictions in accessibility, the foremost task was to launch a web page to facilitate customer orders with online credit card payments. In order to assist all customers queries on their hotline an additional 50 agents were allocated to strengthen the call center operations.
More than 100 vehicles were deployed by obtaining special approvals to deliver cylinders to customers and the stocks of the island wide dealer network is consistently replenished to ensure that no stock out situations take place, for off the shelf purchases. They also introduced a ‘Mobile Gas Store’ concept, in order to capture customers that do not have the ability to call and pre-order.
A mobile refill gas store travels around residential areas and customers are allowed to purchase their refills and new cylinders on location without placing the orders in advance.
To address the wave of panic buying LAUGFS Gas updated adequate stock levels throughout the islands and maintained a safety stock in identified sensitive markets.
Moreover they have expanded product availability using the synergies of other subsidiaries at LAUGFS Group where customer accessibility to purchase LPG refills were improved.
Currently the team is focused on expanding their LAUGFS Gas Home delivery network island wide.
“These are extenuating circumstances that we are operating in, however our primary objective is to ensure that despite the challenges we avoid a stock-out situation, and to reach and serve customers all around the country, using innovative methods,” Commented, Chaminda Ediriwickrama, Director/Chief Executive Officer of LAUGFS Gas PLC.
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