LIVE IT
FINAL WORD
The value of giving With hybrid working here to stay, businesses need to ensure that people working at home have the same support as those in the office
T
Emma Davies-Carolan Director of marketing, EMEA and APAC at ECI Software Solutions
he initial buzz around
their role from any location, they need
remote and hybrid
access to all key data; especially for those in
working might be
a customer facing role, the ability to view all
which, over time, can help to predict changing
starting to ease but, if a
relevant information relating to each account
requirements, as well as tracking every
business has decided to
in a timely manner is essential to ensure
interaction or piece of feedback.
offer its employees flexible working, it still
good customer service. With records stored
has a responsibility to ensure their teams are
in the cloud this process becomes seamless
properly supported.
for both new and long-standing employees
ESTABLISHING OPEN LINES OF COMMUNICATION
to navigate.
One of the biggest challenges of managing
Online job adverts including terms related to ‘homeworking’ have increased
Sales teams are also able to browse
remote employees is communication. This
at a faster rate than total adverts, with
customer profiles and order history to
was, arguably, the main hurdle businesses
homeworking adverts in May 2021 three
identify where products and services could
had to overcome in the early days of
times above their February 2020 average,
be upsold, without having to trawl through
the pandemic; feelings of isolation and
according to the ONS. Similarly, of working
departments working in silos hindered
adults currently homeworking, 85% wanted
efficiency and created additional work.
to use a ‘hybrid’ home and office approach to working in future. However, even towards the end of 2021, some businesses were uncertain about their long-term plans, with 32% not sure what proportion of the workforce would be working from their usual place of work,
One of the biggest challenges of managing remote employees is communication
going forward.
In the office, it’s far easier to communicate in-person if you need something - remote communication is different and requires a business to have multiple communication methods in place. Alongside digital messaging tools, teams also require an easy way to share files, data and view overarching business performance
With so many businesses now offering
endless paper records stored in filing
- something the majority of cloud-based
more flexible working arrangements, it’s
cabinets. This has been a growing focus
business management solutions can offer.
important that the office product supplies
for many businesses, especially as they’ve
industry also adapts to ensure it can attract
expanded into new markets and diversified
faced over the past two and a half years, it’s
and retain the best talent.
their product offerings.
important they do everything they can to
ADAPTING PROCESSES
management system, organisations can gain a
in their roles, as well as keeping clients up-
To ensure staff can successfully undertake
better understanding of customer behaviour
to-date with new services or offers.
By investing in a customer relationship
[38] SUMMER 2022
www.dealersupport.co.uk
Given the instability businesses have
ensure teams feel supported and confident
