FLEETDRIVE
As a first step, O’Brien® implemented a
COVID-19 plan which was made publicly
available on their website. It listed the new
policies, procedures and hygiene practices and
is updated regularly with the ever-changing
circumstances. When the Melbourne Stage 4
restrictions commenced, O’Brien® created an
additional COVID-19 plan specifically to support
the Melbourne community and to provide
customers with information on what to do if they
had a security or safety concern related to glass,
electrical or plumbing.
O’Brien® implemented changes in their services,
notably around providing increases in hygiene
protection. All staff and technicians were trained
in the “O’Brien® Golden Rules” which covered
proper hand hygiene, social distancing such
as no shaking of hands, how to clean and
sanitise their work area before and after each
job and how to wash their uniforms correctly. A
COVID-19 Customer Checklist was introduced
to ensure each of the hygiene protocols were
followed and completed.
In the automotive division, O’Brien® offer a
mobile service. With people less inclined to leave
their homes, O’Brien makes it easy for customers
to fix their windscreen, rear glass or side glass as
they can come to you.
The changes also extended to office-based
workers and call centre staff. Anyone who
could work from home was asked to do
so immediately. This meant the Call Centre
operations could be split across two floors
allowing O’Brien® to follow social distancing
regulations, hygiene protocols and implement
key contingency measures. Hygiene Champions
were also appointed to ensure the new rules
were being followed and to help identify any
potential risks.
To further mitigate the risk, call centre staff
were offered the chance to work from home.
Within 2-weeks O’Brien® helped over 40% of
call centre agents to transition home, while still
providing the same great customer service for
which they are known.
None of these changes would have been
possible without the flexibility and positivity from
all staff. O’Brien continues to change and adapt
in these unprecedented circumstances while
ensuring they provide the right support for staff,
the right service for customers and do the right
thing by the community.
O’Brien® is trusted by Australian’s to help solve
their problems with real care. They believe this
should not change during these times and want
to assure customers that they are still there and
can still support. For more information about
O’Brien®, please visit www.obrien.com.au.
ISSUE 24 AUGUST 2020 / WWW.AFMA.ORG.AU
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