As the country is now firmly in what could be a lengthy restriction period, many businesses, ours included, have been working hard to make sure their workforce can continue to do their jobs securely from home. We thought we should start by sharing a little of how we did it.
Following our Business Impact Assessment, which we brought forward as soon as the news about COVID-19 gathered momentum, we took to our already prepared organisation structure and asset register with a RESPOND mentality.
Bamboo like many other businesses is made up of the following:
- Office based staff – These are the team members who are there to support our customers, process billing actions, manage our accounts and keep the business functional day to day.
- Out and about staff – These are the team members who head out to site for installs and support or go to see our customers and prospects. These members are set up for remote working.
- The inbetweeners – Now these aren’t our very own a group of awkward teenagers on a TV show, these are the members of the team who are set up for remote working but split their time between the office and other work spaces – a little like the out and about team.
So, some of our team were already set up to work from home, all prepped and ready to go. Tick!
However, for the office-based teams like our customer service desk, technical support, billing etc we needed to put our plan into action for the inevitable working from home set up.
Within a period of 24 hours, the Incident Response Team made sure that individuals were provided with laptops that enabled them to sign in as if they were at their desktop in the office. Calls were tried and tested too for ease of transfer between advisers making sure everything was simple when working separately. Mobile devices were also set up with cloud applications so the team can mirror using their desk phones. Tick!
Teams then worked together to ensure that various departmental chats/update meetings continued and the whole business has been set up to ensure that everyone is still both digitally and mentally connected to the business regardless of location.
The team here have largely been home working since the 13th of March. As the days go by, we continue to adapt how we work now operating with daily Microsoft Teams meetings, weekly video updates from shareholders and live company meetings with Q&A. Business has carried on as usual.
But it isn’t just about the ability to communicate that should be considered in planning. Cyber security is a big issue, as is staying compliant with GDPR and ISO standards. Those protocols don’t disappear because we are working remotely. Providing the highest level of support to our customers entails doing so with our processes and systems intact.
Recreating what the team is used to in a short amount of time, enabling them to work remotely is no mean feat for any business, even if you have an agreed plan of action set in stone.
This set up probably sounds very familiar to many right now. Many will have responded to the crisis with a pre-determined proactive strategy and others not so much. Either way the result may be the same but the experience, efficiency and sense of control very different.
We will be sharing more about how we have helped different customers in varying industries to ensure their teams were set up and ready to work in the new normal.
Keep an eye out for the next installment.