An update - our response to the COVID 19 situation

Dear Customers & Partners

As the impact of the COVID 19 continues globally, we have much to be grateful for here in the UAE with the strong, proactive measures being taken by the Government to combat the pandemic.

I am writing to give you an update on the various initiatives we are taking at Jumbo to ensure business continuity and to ensure the wellbeing of all our stakeholders. Our primary objective continues to be to keep you and all our employees safe. However, we also realize that life must go on and we need to adjust to this new normal in our business and personal lives. To this extent, we have been working to identify opportunities and build solutions which are relevant for these times, and I would like to inform you about some of these.

Firstly, as a responsible corporate citizen, we have taken steps to support the Government in the fight against COVID 19. The Jumbo 3D Manufacturing division has very quickly prototyped and produced 3D printed Face Shields which provide the highest level of protection for the healthcare teams working on the frontlines of fighting the pandemic. Jumbo has donated 1,000 Face Shields to the Dubai Health Authority in this time of need and is making this available to various hospitals and medical facilities.

Jumbo has also partnered with the Prime Minister’s Office to manage the “Tawasul 171” National Call Centre helpline which is a 24x7 service to help citizens and residents alike get answers for queries on services of over 35 Government entities. With our expertise in running call centre services for various brand partners like Sony and Dyson, we were able to quickly set up the technology platform and train manpower to run the call centre. You can read more about this here:

With the rapid growth in e-commerce in the past couple of months, we have been working to offer help to various companies to quickly build their ecommerce capabilities. Helping companies who don’t have an ecommerce presence to leverage our website to go-live with an online presence in a matter of days. In a time when there is a massive load on delivery infrastructure, we are also offering ‘Last Mile Delivery’ services to enable quick deliveries of online orders through our Jumbo Logistics division.

As many people are now working or learning from home, our Jumbo Enterprise & Jumbo Unwired teams have launched new services to offer remote support services for tech troubleshooting for our corporate clients and individual customers alike. Our team provides these services using online tools to provide solutions for typical tech problems and avoiding a visit unless absolutely required. Our team at Jumbo Serve has also started a home pick up and drop service for product repairs so that customers don’t need to step out of home and can maintain Social Distancing.

In the last few days, most of our retail stores have reopened under the guidance of the Governments of each Emirate. We have taken great care before reopening stores with protocols such as proactive sanitization of stores before opening, testing of employees and cleaning of all surfaces at regular intervals. Social Distancing in our stores also extend to recommending contactless payments like Apple Pay & Samsung Pay, offering digital invoices via email and replacing paper catalogs with digital catalogs. Customers who prefer not to step into malls can choose our ‘Curbside Collect’ service while shopping on to get their product delivered to their car at the parking lot of the mall. This innovative service has seen great traction with customers in these testing times.

Across all our businesses, safety is of paramount importance and we have instructed most of our staff to work from home except when absolutely essential. Our call centre associates have been equipped with technology to answer calls from home and we have ensured that our service levels have been maintained. People coming to work such as staff in-stores and delivery & installation associates have their temperatures checked every day, and masks and gloves are to be worn mandatorily. At our offices & retail stores, we have made sanitizers available for employees and customers alike to promote hygiene and safety.

This time also gives us an opportunity to upgrade our systems and infrastructure and fast-track the digital transformation project that we had rolled out in 2019. We are upgrading our ERP to the new Microsoft D365 platform and also launching a new CRM system. With these capabilities, I am sure that when life returns back to normal, we will be much better equipped to serve you and improve your experience with Jumbo.

We continue to follow the UAE government’s guidelines and recommendations on the steps we can take to help prevent the spread of the virus. We will continue to closely monitor the situation and do all we can to protect you and our employees.

Thank you, 
Arvind Agrawal