It could be said the word “WORK” has been misunderstood forever. Its neither a location or something to do with business only endeavours but a description of the product or effort applied to deliver an output. The current virus outbreak is encouraging us to reset historical perspectives on the nature of WORK and perform a cultural reset, with work for many shifting from the defined confines of a corporate address and instead to a location neutral “output” delivered wherever the employee or customer may be.
The effective use of digital platforms is key to a successful remote employee and customer experience when it delivers the value expected by both parties. This is hardly new, with evidence daily of the value of digital collaboration and engagement platforms used to bridge geographical, social boundaries, for human engagement and access to services based on our use of social media platforms every day. However, the use of remote user, remote access and digital collaboration platforms as a critical success factor of business continuity through this time of unknown unknowns may result in some organisations determining existing processes, platforms, security and governance are insufficient.
There are number of steps organisations should consider to ensure they are well positioned through this challenging time and continue to deliver a positive employee and customer experience. Firstly, ensure the lines of communication are clear with corporate guidelines explaining the approved way to perform company activities using remote or digital platforms. Simplicity is everything and organisations must strive to simplify user engagement via corporate digital collaboration platforms to make them as easy to use as the social media platforms accessed regularly by users. Simplicity is also key to successfully crossing the cultural adoption chasm. The creation and publication of easy on-boarding or quick start guides for users (and potentially customers) to reduce the load on helpdesk teams and to encourage self service should be available to all.
The network will play a massive role in the success of any remote worker, digital collaboration or remote user engagement programme. It’s important to check the network capacity, availability and resilience of inbound communication links to ensure sufficient bandwidth exists with latency optimised based on the unforeseen increased volume of remote users and external customer interaction. Increased use of video conferencing may place additional loads on networks via links previously not used meaning a thorough review of user paths, devices, workstyles and engagement expectations will deliver real value (consider how a user works, not how the network “should” operate). This may require discussions with telecommunications carriers from an operational and contractual perspective to gain confidence the user and customer experience delivered remotely is not sub-optimal and positive.
Remote access VPNs (virtual private networks) and digital conferencing platforms for both users and customer are in use today but a short term cultural shift may be required to use them as the primary engagement mechanism. Additional levels of employee guidance and potentially customer facing communication to convey the best way to maximise engagement and customer satisfaction via a predominantly digital engagement method should benefit all.
If remote access or conferencing platforms of the scale required do not currently exist or capacity augmentation is required it is straightforward to on-board functionality via cloud based VPNs, collaboration and remote access solutions that seamlessly integrate with existing platforms with minimal levels of reconfiguration required (consider the operational overhead or security impact). One button meeting join / start whether desk, mobile or other device is used is essential.
Security as expected must be at the heart of all remote employee and customer engagement. It’s important to issue security related policy guidelines explaining how to conduct business via remote or digital platforms to ensure both organisations employees and customers are protected (for example discussions about session recording). Security is best delivered “built in by design”, automated and requiring minimal user interaction.
In summary remote user and customer engagement using digital remote access, collaboration or conferencing platforms can deliver and maintain a positive customer experience through this challenging time. However, organisations must prepare well (in an accelerated timeframe) and operationally configure platforms to ensure this different way of working is as is simple, secure, seamless and beneficial as any previous way of working. And who knows, for many positive reasons aligned to work life balance in the digital age, the current challenge may signpost opportunities and benefits that help us to make this new way of working “the” way of working for many more in the future.
Until next time.
Business Line CTO Computacenter UK (Networking and Security)