With Australia approaching 2,000 confirmed cases of COVID-19, we hope you are all staying safe and as isolated as possible. Here’s an update on some of the tools helping us to adapt to the situation from our Director and Sales & Marketing Manager, Michael Wilson.
This is a challenging time for businesses, workers and the community at large. We want to reiterate that we are here to help our customers in any way that we can, and to give you a quick update to let you know we are all safe and working remotely using the technology we have in place and available to our customers.
We will continue to deliver services to our customers at full capacity, without interruption.
Continuity of Our Services
Early last week, we moved quickly to shift almost our entire operations of over 50 staff out of our offices and into their homes. At the same time, we handled approximately 40% more calls than we receive in a typical week, and mostly these related to supporting our customers to transition their businesses to working from home where possible.
Through the hard work of the entire team at Forsythes Technology, we were able to maintain an average 12 minute response time throughout last week while maintaining 98.6% positive ticket feedback. We assure our customers that we are well-prepared to continue this level of service.
Technology for Remote Working
Some of the key technologies that have enabled us to move quickly and effectively to remote working include:
- Mitel phones and call centre technology allowing our staff to work from anywhere with an internet connection and to still function as a team.
- Microsoft Office 365 with access to email, documents and most critically the Teams app, which is the collaboration platform for our business.
- ConnectWise and our other key service management tools, which are all web-based and securely accessible remotely.
This technology is vital in how we operate our business and equally in how we’re assisting many of our clients as they transition to greater remote working. We look at each of these in more detail below.
Mitel Phone Systems and Contact Centre
This enabled Forsythes Technology’s staff to literally pick the phone up from their desk, take it home, plug it in and operate exactly as they did in the office. Many staff are also simply operating using ‘softphones’, without needing dedicated phone hardware.
This system covers functionality for transferring calls and call routing, without any manual intervention from others in the team, nor any need to call an offshore call centre to arrange call diversions. This keeps our staff communicated seamlessly as a team and with our customers.
Softphones, as are used by the majority of our team, require only a headset and a mobile device, tablet, PC or Laptop with an internet connection, and are ideal for telecommuting.
Microsoft Office 365
In addition to familiar apps such as Word and Excel, Office 365 includes a range of features that we use generally and that are supporting our team in working remotely and effectively:
- Exchange Online for email access from anywhere with an internet connection. This system can integrate with Outlook.
- SharePoint for efficient online document management and storage.
- Teams for keeping our remote staff connected and collaborating. This helps maintain our productivity and our sense of community and team among staff.
ConnectWise and Other Service Management Tools
We use ConnectWise business management software and other key service management systems to ensure our engineers have the information and tools they need available immediately from anywhere to respond to our customers’ technical issues. This is core to our business.
As web-based or cloud-based platforms, these reduce operational dependency on any given site / location, helping to maintain service levels and responsiveness.
We’re Here to Help
At Forsythes Technology, we want to see you all get through this pandemic safely and with minimal impact on your businesses and staff.
Please get in touch if we can help in enabling your business to leverage any of the above or similar tools to support remote working and to help your business continue safely and productively. Please also contact us if you have any questions about our services or anything else.
Regards and stay safe,
Michael Wilson on behalf of the team at Forsythes Technology