The outbreak of the COVID-19 pandemic has not only impacted and changed our interactions in society, it has also changed the way we do business. In order to ensure that operational demand is met, and customer satisfaction is reached, many new business processes have evolved.
“During the national lockdown and even now, something as simple as a paper application form needed to be replaced with a customer friendly digital application as many members did not have access to a printer and scanner at home. Clients often make use of the camera facility on their cell phones to forward key documents to various business partners,” Tony Singleton, CEO at Turnberry Management Risk Solutions, reminds us. “Even call centres needed to be mobilised to allow employees to Work From Home (WFH).”
“This had a resounding positive effect on our turnaround times. We had fewer telephonic enquiries from clients which resulted in our staff being able to spend more of their time productively. Ultimately, it also reduced overall turnaround times,” adds Singleton.
A key point to take away from Covid-19 is not how organisations needed to adapt, but how the adaptations have improved productivity of staff. Moreover, for many companies this reduced costs and enriched the lives of staff members. It has also ensured that more time can be spent on the Customer Experience (CX), thereby ensuring customer satisfaction and meeting customer expectations.
A simple example is a Zoom or Microsoft Teams meeting which ensures lines of communication between the company and the financial advisor are open. It is also beneficial in that it decreases travelling costs of a staff member attending a meeting in a different province or country. From an employee standpoint working from home has potentially saved them both time and money when looking at staff traveling to and from work.
“If there is one thing we have learned over these last six months it is that business needs to be agile in providing flexible solutions for both Intermediaries and Clients in this ever changing environment,” Singleton concludes.
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Click here to read the Turnberry media release.