3 Critical Steps for Working Remotely

Adapting to Change with an Organized Response

We know figuring out how to move your entire organization offsite isn’t something we think about every day, but many of us certainly have a clearer understanding of how that’s done now. This crisis comes with tremendous opportunity for us to evolve, innovate and learn and we want to do our part to share our experience and solutions with the world and we hope you’ll share with us, too.

So what’s a good way to prepare your organization for remote work in a short amount of time?

Nearly 400 of our employees have successfully transitioned to work from home and that couldn’t have happened as flawlessly as it did without a clear and simple strategy. Here’s what we did:

1. Test the process – On March 12th, we created a small test group of three employees and walked them through the process of breaking down and setting up their equipment while we were still in our office. Once we broke the equipment down, we moved it to a different location in the building and then walked our group through the process of setting it up, including connecting to WiFi, our company network and other software. This allowed us to understand the issues employees encountered and any additional steps we needed to add to the process before we expanded to a wider group. We then sent these employees home and tested their ability to set up at home on their own. 

Training In Small Groups

2. Document the process – As we were going through this exercise with the test group, a team member was reviewing our instructions and making updates to the documentation as employees asked questions. The result? A clear and effective resource we could make accessible to other employees when the time came to make the transition to remote work.

3. Ship – Once documented, we took the information and created a downloadable guide and instructional video that we shared with every employee using a couple of channels (email, employee intranet). This allowed our organization to scale IT across the organization and enabled employees to break down and set up, independently.

Our teams did an amazing job and currently 95% of our workforce is working safely from home. We had zero interruption to our business, which includes two major contact centers to provide policy and claims service to our customers and agents. What did we learn? Once we transitioned the first group home, we adapted our plan to include an IT checkpoint that would allow our IT employees to check the software and equipment on every computer before employees left for the day. This ensured there would be no need for employees to make any trips back to the office once they transitioned to work from home.

Today, we're operating wonderfully and adjusting to the use of collaboration software like Microsoft Teams. Video conferencing is our new normal and we are taking this opportunity to bring more innovation to our business that we can bring back to our physical office when all of this is over. Stay healthy and be extra kind out there. We're all doing our best to adapt to something we'll never forget. 

Want To Stay Updated?

We're posting updates on LinkedIn to share how we're responding and everything we're learning as our world continues to change. Please follow us and share with us how you've adapted and the lessons you've learned along the way. We'd love to hear from you.