Working together through COVID-19
As we all adjust to the reality of COVID-19, our thoughts are with the people affected and the key workers busy around the clock to help us all, and especially those most at need.
Working together is how we will get through this.
Employee and personal wellbeing are clearly the key focus for us all, but we also have to keep the business going.
How we are working
Our team of 50 (half of which are our service operation teams), were previously located at one of our two offices.
However, since Wednesday 16th March, we have been operating from an almost entirely home working model.
Apart from the amazing commitment from the whole team to make that work, we obviously needed to employ some technology to ensure that our systems, applications and collaboration tools performed seamlessly.
Our objectives were to ensure that the quality of our customer experience remained as good as before, and that employee interactions remained high.
There are four components to our solution:
- Communication: Ensuring the telephone system is configured for home working. We use Vonage Softphone clients on managed OnPoint ONE devices and Vonage Mobile App on OnPoint ONE and BYOD devices.
- Applications: Providing our teams with access to line of business applications (Payroll, ERP, HR etc). We use secure remote access to support end users and equipment in customer environments.
- Collaboration: Enabling our communities to collaborate – we use Office365, especially the power of Microsoft Teams as our default collaboration tool, bringing colleagues together and increasing the use of video to bring people together in a way a call can’t.
- Security and availability: Ensuring we have secure and flexible hardware available to everyone – we use OnPoint ONE laptops, OnPoint ONE mobiles, BYOD (home PC’s, laptops and mobiles), maintaining security using a variety of controls including Citrix, XI Frame and Horizon Desktops, 2FA, Intune, Remote Control of Office PC’s and next generation Anti-Virus.
We set this up within 2 working days and whilst there was the odd hiccup we now have a strong community, delivering uninterrupted BAU (business as usual) services, using an entirely new model.
looking back to early March, the way we now work has changed considerably, and we know your operational needs will have changed too.
We have been responding rapidly to the urgent needs of our customers during this time, and we now have processes and tools in place to help.
Our experienced team can support your new challenges:
We can help you create seamless solutions for your remote working employees.
We can help you transform your employee collaboration and productivity.
We can provide you with robust, flexible, high quality IT support solutions.
If you have a specific question, challenge or problem you would like to talk to us about, feel free to reach out to us. We’re happy to help.
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