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This Is How Remote Teams Can Work Better Than Ever

Teamwork makes the dream work, right? Everyone has learned at some point in their lives—often the hard way—that great things are seldom accomplished alone. This is true for businesses, families, sports teams, and every other group of people working towards a common goal.

The key to a successful team starts with each team member knowing, and eventually mastering, their respective roles. As a leader, your job is to accurately assess the various talents (and weaknesses) of your team members and assign responsibilities accordingly. Some people will naturally bite off more than they can chew, while others will refuse to take even a nibble. Ultimately, success lies with one key mantra that New England Patriots coach Bill Belichick has summed up better than anyone: “Do your job.”

business management technology remote work

Doing your job has taken on a whole new meaning since March. By now, “working from home” has become just “working”. As the United States asynchronously reopens, you are left wondering how long you will be required—and how long you’ll want to—work from home.

Some businesses have faltered during this transition, but plenty of others have come out stronger than ever. If your business falls into the former category, take a minute to assess why. Are your recent struggles born solely from the switch to remote work, or do they originate from the lack of resources, support, and technology utilized during the transition? Every business is unique, but what has been made clear during the last several months is that remote work is actually an advantage for your business—if done correctly.

Increased Job Satisfaction

In a recent survey conducted by CNBC and SurveyMonkey, the Workforce Happiness Index score of employees who were working remotely was higher than those who were not. Granted, working from home during a pandemic is a privilege not afforded to everyone. Those who have continued to leave their homes every day—risking their health and their family’s health—have been reasonably less satisfied.

That being said, if your business is able to function remotely, there is no excuse not to. Cutting out long commutes, increasing family time, and, once again, ensuring personal health and safety has led remote workers to this increased level of satisfaction. Satisfied workers are the backbone of a productive team.

Workers Have Been More Productive At Home

Sometimes, it feels like we need to be in a room with someone to collaborate effectively. Well, at least, we felt that way until COVID hit. While we all occasionally miss the hustle and bustle of the workplace, workers have proven that they are as equally collaborative and productive from home—if not more so.

Working remotely, your employees are able to avoid distractions that come along with the hustle and bustle. With the advancement of technologies that allow businesses to manage projects remotely, your team can continue to function like the well-oiled machine it is. Collaboration is more important than ever—but removing the extraneous interactions that come with the territory of non-remote work has allowed workers to focus on the thing that matters most: getting work done.  

Everyone is Saving Money

This should speak for itself, right? Your business can increase productivity while you—and your employees—are saving money. When it comes to overhead, your office space is no longer the albatross that it can sometimes feel like. According to Global Workplace Analytics, employers can actually save over $22,000 per fully remote employee per year. 

Choosing an Outfit

That is substantial, to say the least. With every dollar saved comes the opportunity to invest in your business’s future. Your employees will appreciate the efforts given to help them achieve more, and in turn your customers will be left more satisfied than ever. Beyond helping your business’s bottom line, your employees will save money, too. Remote work has allowed for less spending on transportation, food, and professional attire.

Access To Top Talent

When geographical constraints are removed from the equation, your talent acquisition pool becomes a whole lot wider. When you’re able to reach across the country—or even the world—to assemble your team, you’ll be able to find people that seamlessly mesh with your company’s culture. In the same vein, you’ll be able spend less time getting new team members up to speed. If you are able to make the best hire the first time around, the decreased rate of employee turnover will allow your teams to accomplish more.

Better Together

It can be stressful to manage a team from a distance. It can be stressful to be a part of a team from a distance. It can be stressful to simply exist in 2020. And that’s ok. We are fortunate enough to live in an era where your business can not only survive this pandemic, but come out of it better prepared for the future by putting the proper tools in place. Being able to collaborate with people around the globe is often something that we take for granted. Right now, your employees are better off at home. When your employees are better off, your business is too.

What It Takes to Delight Customers From a Distance

Well, here we are. By now, you’ve developed your fair share of new habits. Your customers have too. Like it or hate it, it’s been unavoidable. Seeing that we lack the ability to time travel, only one option remains—to march onward. To do that, you and your business need to start by addressing the elephant in the room: COVID fatigue. 

Listening to Others

You’re tired of being cautious and concerned about every minute detail of, well, everything. From anxiety to anger and everything in between, you’ve felt it all. It affects interns and CEOs alike. (Don’t forget blog writers, too.) Everyone handles similar hardship in different ways. Despite the global pain and hardship, there’s something to be said about the spirit of resiliency arising from this moment—when we go through tough times together, it brings us closer. 

Let your customers know you’re there for them, and they will reciprocate. As a unified front, you and your customers can not only survive this new climate, you can help shape it. Prepare to rush once more unto the breach, dear friends, because tough times can be conquered—as long as your business and your customers are in it together.

Your Customers Need To Be Heard

Odds are, your business looks little like it did at this point last year. Change is inevitable—but sometimes it is forced upon us. Businesses that have thrived during the COVID-19 pandemic have shared several commonalities. But these commonalities, in many ways, have nothing to do with their products or services.

During tumultuous times, communication is king—in life and in business. Successful businesses have been able to maintain an honest, productive dialogue with their customers. People respond well to being reassured that their needs are being met, and this is especially true when it comes to personal safety. As the world navigates through uncharted waters, make sure your customer knows you’re there for them. Delivering clear, concise, and empathetic messaging will make all of the difference. 

Your product may be superior, but don’t hang your hat on that alone. If the message you are delivering to your customers lacks an empathic and compassionate tone, your customers may begin to look elsewhere. Start by acknowledging and understanding the issues that your customer is going through. Routinely ask your customers what their concerns are, and monitor your business’s data to assess if there are any recurring issues that need to be addressed. 

Importantly, if you find issues, take action.

The takeaway here: show your customers you care about them. Take the time to connect with them on a personal level. Those extra few minutes personalizing an order or chatting from your business’s Facebook page will go a long way to retaining their business. As their priorities change, yours must change with them.   

“Be Water, My Friend”

Over half a century ago, I don’t imagine that Bruce Lee foresaw himself being mentioned in a 21st century, mid-pandemic business tech blog. Nevertheless, his insights are as relevant as ever.

Water is fluid and ever-changing—it takes the shape of its surroundings. It adapts, moves quickly, and makes sure that every crevice is filled. It goes with the flow. Just like water, your business needs to be constantly evolving to fit the world around it.

Since the onset of COVID-19 in the United States, 75% of consumers have tried a new store, brand, or different way of shopping. While these new spending habits were born out of necessity, many people began to willingly change their long-held beliefs about what products and services they were loyal to.

As a business owner, now is the time to take control of your business’s narrative. As new customer habits emerge, reinforce them—stay on top of the trends that will keep your brand in the forefront of your customer’s psyche. Monitoring, understanding, and acting in service of the shifting habits of consumers in your industry will allow you to stay ahead of the curve.

Invest In Your Future

As you plan for the remainder of the year and beyond, you’ve undoubtedly taken a broader and more detailed look at your business’s future than ever before. This year has ushered in the rethinking of your supply chains, customer transactions, and overall business plan. Your business model has always accounted for market disruptions, but referring to 2020 as a standard “disruption” is a dire understatement.

jar of coins with bonsai tree future investment

The only real constant is change—you should embrace this opportunity for change with open arms. Keeping ahead of the curve is key to the future resiliency of your business. As your business adapts and grows, utilize technology to facilitate that growth. 

“Companies need to leverage a systematic approach to strengthen the resilience of their current business models to ensure their ongoing operation during COVID-19,” says Daniel Sun, VP Analyst, Gartner. “CIOs can play a key role in this process, since digital technologies and capabilities influence every aspect of business models.” 

Digital technologies influence every aspect of your business model, and almost every aspect of people’s lives at the moment. Make sure that your business follows suit. Even if you are operating from a brick-and-mortar establishment right now, advertising, customer service, and—most importantly—transactions can and should be more easily handled via a streamlined, virtual process.

Does Your ERP Software Support Do This?

You dial the 800 number. You wait.

A pre-recorded message greets you, slowly describing your options. None of them are even close to what you need. You press zero in hopes of an operator.

You’re greeted by another recorded message. All operators are busy. Your wait time is approximately: longer than you planned to spend on the phone.

You wait. Your coffee gets cold. You develop new bad habits (biting fingernails?). Meanwhile, no one at your company can actually do any work because your software isn’t working. The tension mounts.

IT Wait Call

Suddenly, it hits you: you’re actually paying this company. Their support line is free. But is it?

You’re not alone in your frustration. Seeking tech support is inherently problematic— we usually do it when something has gone wrong, when our business needs help sooner than later. This feeling is so common, Kate Murphy of The New York Times coined a phrase for it: “tech support rage.”

But it doesn’t have to be this frustrating. There are many companies for whom it isn’t this way, and there’s a single factor that determines the difference between outstanding software support and you tearing out tufts of your hair, waiting for a better solution.

The Hidden Factor In ERP Software Support

Smoothly functioning software is critical to your business processes, but bugs are a fact of life. Occasionally, the lines go down. The data center blips.

While your business should expect occasional hiccups, you also have every right to expect responsive, caring customer support.

Caring. Sounds a bit touchy-feely. And it should, because a company that cares has a different, far more effective hands-on model of providing software helpdesk support. It underscores their entire philosophy in their approach to their customers.

erp software

That’s important As Vala Afshar notes in a Huffington Post article, 66% of consumers who switched brands did so because of poor service.

Companies that care about rapid response and resolution time have a deeper commitment to the product they’ve sold you. (That is, if your software vendor also provides support; if not, you’re in for a world of hurt.)

How do you find this amazing support? The people who actually care about how well your business software works, and who will do whatever is needed to keep it that way?

ERP Support types (and why they matter)

Before getting into finding diamonds in the rough, it’s important to understand the types of support you typically get when you purchase or license a software product. Not all vendors offer every type of service, but the best ones should check these boxes.

Support material

This could be anything from text-based user documentation, videos, screenshots, or webinars. Support materials like these are intended to be self-service. The more detailed they are, the less likely you’ll need to call support to figure out how to use the full functionality of the product.

Phone support

Imagine a neutral version of the scenario described above. You dial a number and can speak to someone on the phone. For many, it’s reassuring to have a human voice on the end of the line— someone to whom they can explain the issue clearly and feel like they’re being heard.

Live chat

IT Support

An increasingly popular version of support, live chat allows you to type your issue directly to a virtual operator, often inside software application itself. Companies approach this method differently, with some having an actual person behind the chat, and others providing an AI operator. Some companies now even offer video chat for their customer service needs.

Online ticket submission

With this service, you can submit a ticket directly through an online submission system. The ticket is either assigned to a specific software support advisor, or it goes into a pool until someone grabs it. The best ticketing systems allow you to track response and resolution times; it’s a great objective way to get a sense of how good your support is.

Feature release messages

Either internally generated or pushed out to you via email or phone, these messages are a proactive method of support. If a software product is undergoing an update that will result in more functionality, or a different user experience, knowing that information in advance prevents your employees from being confused when changes occur.

Professional services & consulting

By far the most personal of any support type, a software advisor assigned to your account, who gets to know your business, is someone who you can contact directly. Your advisor may also consult on your business processes that work in line with your software or that may be altered by the way you use it.

How to know your ERP support team cares

erp software system advisor

While there are plenty of customer support types, with some software vendors offering all of them, that doesn’t mean they’re actually going to help you. Service quality matters far more than the method. And the company that cares will make all the difference.

So how do you find that quality and get the level of service you deserve? Here’s what to look for:

1. Response time

Above anything else, a fast response will indicate a helpdesk support team’s attitude toward helping you. Before you make a commitment to purchase software, contact the customer support channels (note- this is different than contacting sales). Come up with an example issue and see how quickly you can get someone on the phone, or on chat, or on an email reply.

In most companies, a sales representative will get back to you within an instant. And you know why. But support services are working behind the scenes— they’re not interested in doing business with you. However, you can tell very quickly, by the timing of their response, how interested they are in helping you. If a vendor publishes their average response time, check it against your own experience.

2. Resolution time

Just because you have the option to submit online tickets or reach someone via chat doesn’t mean your issue is going to get resolved quickly. Whether it’s a how-to or an actual functionality problem, you need to know that you’ve got someone instantly on the case.

Will your support team provide a hotfix to resolve the issue quickly while they work on a more permanent solution? Are they communicating clearly with you, and is there a way for you to track progress without having to call and inquire? You should have clear, procedural answers to all of these questions.

3. In-House Support

Where is the support based? If the vendor farms support out to a third-party, communication issues can be an unwanted side-effect. Third parties don’t always have the most updated information needed to provide the best quality support.

Software vendors, especially those who actually develop the product, are the best sources of tech support. Why? They know the product better than anyone else. They don’t have a slew of other products they also sell, so they have the advantage of focusing on what they do best. Further, they’re the most invested in the usability of their software and the happiness of their customers. In short, they care the most.

4. Coverage

Vendors that care will be transparent about what types of customer support are covered and what aren’t. It’s commonplace for vendors to charge for premium support packages— with anything, the cheapest option isn’t always the best. Before you pay anything, make sure they publish clear guidelines for what’s free and what isn’t. Hidden costs are the last thing you want to encounter when you need help.

Above all else, you need this…

erp software system

While the list above details your due diligence in discovering the best software support, all companies that care have this in common: they understand your business.

That means, of course, their support team takes the time to get to know how your business operates. The more intimately they understand your workflows, your employee roles, and your processes, the better (and more quickly) they’ll be able to help.

Having a trusted ERP software advisor is the key to working with support services that care. Because you need someone who will go to bat for you, not just in terms of fixing problems, but in prioritizing your needs. Ideally, your advisor will not only know you, they’ll know your personality and be invested in the livelihood of your business.

There’s a process benefit, too. As Robert Johnson put it in a recent Wired article, “By assigning a single rep to herd the issue through the process, the customer is guaranteed to have support and not have to repeat their question a number of times.”

That type of responsive, caring service is the critical factor in your software experience. It looks a lot different than speaking to an automated operator.

Conclusion

Not all ERP software support is created equally. It’s an iron-clad rule that vendors whose culture emphasizes a caring, personalized approach to support will make sure your business runs smoothly on their product. They can even act as advisors, uncovering solutions to processes you didn’t even know could be better. That kind of insight is priceless.

Before purchasing software, make sure you go beyond what a vendor says about their support. (They’ll all say it’s excellent.) Find out for yourself by taking support channels for test drives. It’s the only way to truly know what kind, and how much help you’re getting with your support.