Business communications and the importance of connectivity
How Covid turned the world upside down
In March 2020 the Covid pandemic struck and life changed overnight. Businesses shut premises and adopted a new and, for many, entirely unfamiliar remote working model. Zoom and Teams calls replaced face-to-face meetings.
And 12 months on, not much has changed. We are gradually emerging from the latest lockdown, and with the vaccination rollout continuing, experts are optimistic that it might be the last. But for the moment at least, many organisations are working fully or mostly from home.
A new normal
Is that about to change? Will we soon be going back to ‘normal’? It’s not that simple. The pandemic experience has changed everything. The new attitude to work was summed up by Alan Jope, chief executive of consumer goods multinational Unilever. Jope said in January that his office workers would never return to their desks five days a week.
He is far from alone in predicting wholesale change to the way businesses operate. Firms as diverse as Twitter and Lloyds have also said they’ll stick with flexible working in some form even after the pandemic ends. Morgan Stanley has predicted 30% of US workers will work from home after the pandemic, double the pre-Covid figure.
So what is spurring the long-term adoption of remote and hybrid work? Well, for a start, employees seem to like it, at least some of the time. During the pandemic, they found they didn’t miss those long daily commutes, and appreciated having more say over when and where they worked.
The future is hybrid
At the same time, the distractions of home working and the social elements of office life mean few want to work from home all the time. But hybrid work – where employees split the week between office and home – has emerged as the most popular alternative.
In fact, Gensler’s most recent UK Workplace Survey found that 67% of UK workers favour a hybrid model, which means businesses that fail to offer it are likely to face a long-term recruitment and retention problem. Talented staff who want to spend more time working from home will simply jump ship for a company that offers a hybrid model.
And there are even more reasons for organisations in all sectors to embrace hybrid work. Capgemini Research Institute’s The future of work: From remote to hybrid report found that, for many companies, remote work boosted productivity and cost savings by up to 24% in the third quarter of 2020. On that basis, Capgemini predicts that the “shift to a hybrid workforce model is inevitable.”
A compelling case
There’s a compelling business case for hybrid. It could allow businesses to cut the size of their office estates, saving huge amounts in rent and associated costs. Home working employees also pay for their own heating, light, broadband and coffee. If personal devices can be properly secured, BYOD policies promise to further reduce corporate costs.
And perhaps most importantly, hybrid working models are likely to stick when the pandemic ends because they tap into trends that were happening anyway, and which Covid simply accelerated.
As our own blog made clear, trends towards mobility and flexibility were already in play long before 2020. Increasingly, teams need to be able to communicate and collaborate from anywhere, whether they’re in different offices, at home, or in an airport lounge halfway across the world. That was true before Covid and it will be even more true when lockdown ends.
On top of that, employees were already working and collaborating on a range of different devices. Workers are no longer tied to an office-based desktop computer and phone. Rather, they might be working on a laptop at home, a tablet in the local coffee shop, or a smartphone on the train journey to a client meeting. Again, Covid has simply accelerated something that was happening anyway.
Permanent solutions required
What does all this mean for you? Most importantly, it means that the challenges your business faced during Covid aren’t going away, because Covid simply emphasised trends that were already changing the way businesses operate.
And it means that sticking plaster solutions put in place during the pandemic are no longer enough. Workers want mobility and flexibility, and organisations must start putting the tools in place to equip them properly for the permanent adoption of a ‘work anywhere, on anything’ mentality.
We’ll talk more about what the challenges of remote working are, and what you can do about them, in the next section.
The challenges of remote work
How do we solve a problem like Covid-19? That was the question many businesses were faced with in March 2020.
What they meant was, how do we continue to operate when our premises are shut and our staff and customers are working from home? In a word, how do we survive?
It hardly needs saying that the pandemic threw up a hatful of new challenges for business. As we saw in the last section, change was happening anyway, especially in relation to more flexible working and the use of mobile devices. But nothing prepared any of us for Covid. Businesses went into emergency mode, with the emphasis on survival rather than strategy.
Many of those challenges were around remote work. Businesses that might have been used to equipping a few sales staff for work on the road now had to ensure an entire workforce could operate effectively away from the office. What’s more, they had to do it almost overnight.
It’s fair to say that a certain amount of panic ensued. Businesses quickly brought legacy laptops out of storage, or implemented on-the-hoof BYOD policies. Many employees found themselves connecting to company networks from personal laptops or smartphones. Communicating with colleagues and customers was a similarly haphazard process.
British businesses are resourceful and resilient, and processes evolved over time. Tools like Zoom were quickly bolted on to allow some form of collaboration. In an emergency, everyone did the best they could, and it all just about worked.
But many of these measures were only ever meant to be temporary. They papered over the cracks, rather than filling them in. For example, employees found that, while they could phone customers, they didn’t have all the relevant details at hand to make interactions as positive as possible. When they tried to work with colleagues, they could talk and (sometimes) video call, but they couldn’t share files, fire off quick instant messages or truly collaborate in real time.
At the same time, managers and team leaders were frustrated by insufficient data. For many businesses, it was impossible to measure the productivity of remote teams, or know who was doing what, and when.
In fact, managing dispersed staff was difficult in all sorts of ways. When only phone calls were available, managers found it hard to engage with remote teams, motivate them, and check in with employees who may have been suffering from the stress of home working and the ongoing pandemic. Onboarding new or temporary staff to ad hoc systems was a difficult and time consuming process.
We could go on, but suffice to say that many companies equipped their remote teams in a piecemeal way, often by bolting new applications onto legacy infrastructure. That was OK when remote work was a temporary fix. But with home working evolving into a more permanent hybrid model for many organisations, it’s a strategy that threatens your company’s productivity, security and customer goodwill.
Five tips to enable better remote working
So how do businesses prepare for permanent remote or hybrid work. Here are four steps to take now:
Put the right tools in place
Your remote teams need to be able to collaborate and communicate as easily at home as they can in the office. They need the right meeting tools and an all-in-one work space. Cloud-based unified communications are the answer, because they offer a consistent experience from anywhere, on any device, while maximising security.
Encourage a remote work culture
Let your employees know that management is fully behind the switch to remote or hybrid work. Emphasise the benefits, but also continue to provide office desk space to employees who might find working from home difficult.
Provide the right training and support
Make sure you provide employees that need it with relevant training on any new tools and applications they’ll be using at home. But go further. Employees transitioning to permanent hybrid work might need advice and support on everything from creating a comfortable working space to ensuring healthy work/life balance.
Stay in touch
Even with a hybrid model, you won’t be having physical team meetings and individual one-to-ones as often as you used to, so check in with remote employees regularly. This doesn’t have to be an organised meeting – a quick IM chat conversation to find out how an employee is coping with their workload will often be enough.
MiCloud Flex and the future of communications
In the tips above, we emphasised the importance of putting the right tools in place. But how do you equip your teams to succeed in 2021 and beyond? It’s not easy. Employees may be in the office, at home, on the road, or a mix of all three. They may be working on a desktop, laptop, tablet or smartphone. Wherever they are and on whatever device, they’ll need to be able to communicate and collaborate effectively.
That’s where we come in. Unicomm has partnered with Mitel to deliver and support its industry-leading MiCloud Flex business communications system.
The hybrid solution
MiCloud Flex could almost have been created with a new world of hybrid work in mind. It offers increased efficiency, simplicity and mobility, via a full suite of communication and collaboration tools designed to make teamwork easier.
And because MiCloud Flex lives in the cloud, it can be accessed from anywhere, on any device. Everything you need is included – including information and voice calls, video calling, text, conferencing and team collaboration tools like document sharing. With everything in one integrated package, you don’t need to source separate apps and devices and keep fingers crossed they all work together properly.
MiCloud Flex also fully integrates with the applications you already rely on – like Microsoft Teams, Salesforce and Google – to create rich unified communications solutions and give staff the information and data they need to collaborate with each other, or solve customer issues, even more effectively.
Lead, engage, measure
Mitel’s powerful solution is a boon for managers too, who can engage with remote staff in the way that best fits any situation, whether video for more formal one-to-ones or chat for checking in. Team leaders have the data they need to measure and maintain productivity, and can add new team members to the system in a couple of clicks. The absence of on-site infrastructure makes connecting multiple offices easy.
But most of all, MiCloud Flex lets employees take a full suite of office applications with them, wherever they go. As far as communication and collaboration go, their home setup mimics the office environment, making switching between the two – as part of a hybrid working model – simple.
A cost-effective solution
Despite these benefits, we understand that investing in a new communications system is a big decision, in any circumstances. But a legacy system that doesn’t offer ‘work anywhere’ functionality will hold you back, and probably cost you significantly more in the long run.
By contrast, MiCloud Flex offers cost-effective calling and an all-in-one solution, saving you from having to source, integrate and maintain separate apps. Unicomm’s pay-as-you-grow pricing model means you only ever pay for the capacity you actually use.
Plus, because MiCloud Flex is a managed service it simplifies your digital infrastructure, freeing up your own IT staff for more productive and profitable tasks. Unicomm handles the provisioning, maintaining and upgrading of all software and hardware, so you don’t have to.
Take all these benefits together and it’s clear that MiCloud Flex is the unified communications solution for the challenges of 2021 and beyond. Whatever your remote work strategy – hybrid or otherwise – MiCloud Flex permanently equips your teams with the tools they need. Most of all, it keeps them collaborating. That’s essential, because though much has changed since the pandemic began, the fundamentals of business remain the same. Teams that work together, win together.