Are your company’s Pandemic plans in place and up to date?
Yes, Billtrust has a robust pandemic plan, which was tested as recently as December 2019. The plan is currently in effect with over 95% of workforce working remotely. The plan is reviewed annually to ensure it aligns with the directives from the Centers for Disease Control and Prevention (CDC).
Describe the current state of your organization’s business continuity readiness as it relates to the COVID-19 pandemic.
Billtrust reviews its pandemic plan annually and most recently conducted our pandemic drill in December of 2019. All our solutions are built and designed with redundancy in mind, including our print facilities. Additionally, all our SaaS solutions are cloud-based, enabling employees to work remote if required. We continue to monitor the situation with COVID-19 and will ensure any changes to our existing pandemic plan are communicated.
Have your Pandemic plans changed in any way to handle the COVID-19 situation? If so, how?
Billtrust has a robust pandemic plan in place, and our plans have not changed in light of COVID-19. We continue to monitor the situation and will ensure any changes to the existing plan are communicated.
Does your company have contingency plans in place to handle any staffing shortages that will ensure services will not be interrupted? If so, what are those plans?
Yes, Billtrust has a contingency plan in place to handle any staffing shortages. All our solutions are built and designed with redundancy in mind, including our print facilities. Additionally, all our SaaS solutions are cloud-based, enabling employees to work remote if required. We continue to monitor the situation with COVID-19 and will ensure any changes to our existing pandemic plan are communicated.
Has the COVID-19 pandemic had any effect on your business to date? Do you anticipate any impact in the future?
The COVID-19 pandemic is resulting in fluctuations in invoice and payments volumes. We are deploying solutions at an accelerated schedule for many customers, who are accelerating digital transformation of their A/R operations. We continue to monitor the situation and will ensure any changes are communicated.
What is Billtrust’s work from home policy?
The vast majority of Billtrust employees can work from anywhere, including their homes. We have policies in place and provide each employee with the tools that securely allow them to do so.
Do you have any confirmed cases in your organization?
We currently have 95% of our employees working remotely. From the small subset of people working in the office, we are promoting and practicing social distancing and have not received any notification of our employees being affected by the coronavirus.
How is Billtrust safeguarding data privacy and compliance during remote work scenarios?
As part of Billtrust’s Business Continuity Plan, we have enabled over 95% of our employees to work remotely in a safe and PCI-compliant way. All employees are equipped with hardware, software and relevant cloud-based business applications that allow them to support the business and customers from anywhere. A small subset of our employees are still required to work from a Billtrust office location, and we have adopted all guidelines and recommendations to keep our employees safe as well as enable business continuity
We do not anticipate any service interruptions or impact to your business at this time. All of our solutions are built and designed with redundancy in mind, including our technology solutions as well as our operational print facilities. We continue to monitor the situation and will ensure any changes to the existing plan are communicated.
What is your plan if you had to close facilities, especially invoice printing operations?
The Print Operations Centers participate in the robust annual testing of its operations along with the other critical services of Billtrust. Billtrust continually demonstrates its resilience across the organization. Should COVID-19 impact one of the Print Operations Centers that performs the physical print and mail delivery service, the work can be seamlessly shifted to another Print Operations Center through the network. We also increased our supplies (paper, ink, etc.) for print operations to help mitigate supply chain disruptions.
Do I have an opportunity to transition to digital invoicing if I choose to go that route?
Yes. Our customer success teams are here to help accelerate adoption of digital invoices and payments, and to help mitigate any future logistical challenges.
Is there a plan B in place if risk level heightens?
We continue to monitor the situation and will ensure any changes to the existing plan are communicated.
Is there any risk to my business?
We do not anticipate any service interruptions or impact to your business at this time. All our solutions are built and designed with redundancy in mind, including our technology solutions as well as our operational print facilities. Several of our customers have been struggling to process paper checks or posting into A/P portals and opted to accelerate deployment of additional A/R solutions. We continue to monitor the situation and will ensure any changes to the existing plan are communicated.
How is USPS handling mail for closed businesses?
Mail on the delivery route is returned to the Delivery unit and will be held for 10 days under current policies. Customers can request a temporary hold for their mail up to 30 days. Caller Box customers should contact their local office to discuss how they will handle the pickup of this volume. Any high-volume customer will be contacted to discuss pickup options as well.
How is USPS delivering mail under shelter-in-place declarations?
The Postal Service is classified as an essential government service operation, which allows us to continue operations.
How safe is the mail and mail transport equipment?
Current Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) guidance continues to indicate there is no evidence the virus is spreading through the mail. According to WHO, the likelihood of an infected person contaminating commercial goods is low, and the risk of catching the virus from a package that has been moved, traveled, and exposed to different conditions and temperatures is also low. This guidance remains true for mail transport equipment. Source can be found here.
Is the USPS experiencing capacity issues due to reduced airline routes?
There are no domestic air capacity issues at this time. The Postal Service continues to work with International air carriers and contract air carriers to keep mail moving.
Industry and commercial customers can email questions or concerns about COVID-19 and the mail to [email protected] with COVID-19 in the subject line. Mailers can also sign up for Industry Alerts at [email protected]
For more information, see the USPS Coronavirus Statement at https://about.usps.com/newsroom/statements.
Where can I go to find more information from Billtrust on COVID-19?
You can find ongoing updates and suggestions on how to optimize remote operations at Billtrust.com/COVID19