What is the COVID-19 Impact to your Delivery Operations?

George HumphreyGeorge Humphrey Vice President and Managing DirectorMember | Guru ✭✭✭✭✭
edited July 29 in Service & Delivery

Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at:

In this community, we'd love to hear how COVID-19 is impacting your delivery operations. Are you successfully evolving to as much remote delivery as possible? Which service delivery operations are most impacted? Professional Services? Education Services? Which are most resilient? Support Services? Managed Services? Please share your experiences.

Answers

  • Carlos AlvesCarlos Alves Services Director Founding Member | Scholar ✭✭
    edited July 29
    1. Keep people safe and in constant communication.
    2. Moving almost everyone to work from home.
  • George HumphreyGeorge Humphrey Vice President and Managing Director Member | Guru ✭✭✭✭✭

    Thanks @Carlos Alves ! Curious, would you say that having almost everyone work from home has helped or hindered your service levels?

  • Darryl BenjaminDarryl Benjamin Senior Director Founding Member | Scholar ✭✭

    Hi George, just wanted to comment on your question to Carlos. My entire Field Engineer workforce in the Northeast US has been working from home for months. Candidly, while it requires more logistical/tactical effort, our service levels have not declined at all.

    Our customer experience metrics remain extremely high.

    Granted, some of the non-essential workload has slowed down in terms of installs/upgrades/etc...and customers are more willing to "schedule" many activities in advance which helps.

    It seems the pandemic has created a more agile and mutual cooperative relationship with customers. The feeling is customer support is evolving to more of a "we have a mutual goal for success, and have a better understanding of each others requirements to get there" behavior. Customers still have business needs/requirements but more willing to work with our support teams than just demand.

    Maybe the mentality of "we are in this C-19 pandemic together" does have some positives.

  • George HumphreyGeorge Humphrey Vice President and Managing Director Member | Guru ✭✭✭✭✭

    @Darryl Benjamin Great feedback Darryl! We're seeing very similar results across all service delivery practices (Professional Services, Field Services, Managed Services, Support Services, Education Services, etc. According to one of our polls on the impact to productivity, 19% were less productive 55% saw no impact and 26% were more productive. Basically 81% saw no negative impact - not bad!

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