It is more important now than ever for businesses to optimise their strategic continuity planning. Some might say this is akin to closing the barn door after the horse has bolted. However, as many experts agree, continuity planning should be recognised as both tactical and strategic responsibility which does not end at restoring “business as usual”.  

The circumstances of this recent pandemic have forced many organisations into a fragmented approach to business continuity which may not be sustainable for their long term, newly established “norm”.  It is now time for organisations to learn from what happened and incorporate learnings into future planning.  One way of doing this is looking at how technology is working for you and what you need to do make it work harder in the context of crisis management and continuity planning.

Employers Must Provide For Physical Distancing Across All Work Activities

It is widely thought that in the wake of this pandemic, things will not go back to “normal”.  Recent announcements from Twitter saying that employees can work from home forever is just the beginning.  The changing face of the Irish economy will soon become evident as the government supports businesses in re-opening, publishing return to work safety protocols for employees and employers.  This protocol states clearly that “employers must provide for physical distancing across all work activities.”

To mitigate against the impact of crises and adhere to these safety protocols, companies are looking to technology and adopting innovative solutions to address the safety of their employees and customers.  Workers are being encouraged to continue to work from home and as COVID-19 continues to be a threat, more companies are likely to follow Twitter’s example.

Supporting From A Distance

Visual Remote Assistance is one of the key innovative solutions adopted by forward thinking organisations who have embraced a strong business continuity strategy.  When physical proximity is not possible due to travel restrictions and limited permissions for site visits, video is enabling organisations to support customers and operate in a “business as usual” manner.  Using a smart device, customer service agents are able to see the customer’s physical environment and, using augmented reality, can guide them to a remote resolution.  This solution is particularly useful if a customer is:

  • Setting up a new device
  • Cabling, connectivity and configuration
  • Verification of customer troubleshooting
  • Supporting and guiding field-based agents

Quickly understanding and diagnosing the problem positively impacts efficiency KPIs as well as customer and employee satisfaction rates. Support centres using remote visual assistance can expect to see improvements in First Contact Resolution (FCR) rates, Average Handle Time (AHT), agent engagement and satisfaction as well as customer satisfaction metrics such as NPS and CSAT.

Summary

Apart from the obvious social distancing benefits, visual assistance helps organisations to reduce technical call outs as customers begin to resolve more issues by themselves.  This is an efficient, effective solution that will ultimately deliver clear cost savings and help ensure the safety of more vulnerable and exposed staff while continuing to provide vital remote support to customers.

At SOLV we supply sales and support solutions for organisations using the latest in remote support technology.  Contact us here for more information and to find out how we might be able to help with your business strategy and continuity planning.