Is your IT Support & Business Telecoms equipped for the ‘New Normal’?
Find out how to embrace and optimize the new normal with our IT Support & Telecoms “Coronavirus return to work checklist”.
There is no doubt that 2020 has been a demanding year. Your employees were tasked with adapting almost instantly to remote workplaces, only to now be asked to transition back when they’ve just about settled in. These constant changes are difficult, but there are ways to help. Your business should no be longer reacting to Covid-19, but be strategising for it. As a business, you need to look at the business communications solution you quickly put in place and decipher whether it was the right solution for your company.
You need to be asking where your pain points have been and if the current ways of working are sustainable long-term.
Prepare for Remote Working: Phones – Emails – Data Files
COVID-19 Business Continuity: A number of small and medium size businesses are undoubtedly considering the effects coronavirus may have on your business.
Ensure Business Continuity: Plan ahead and engage with us now before the situation concerning corona virus forces your team work from home. We are here to support you and your business.
If your staff need to work from home, do they have the correct equipment and resources to do so? Are they able to forward office calls to their mobiles? Can they access work files? Are their systems secure? See our checklist below to ensure you and your business are prepared:
Phone Number Failover: Ensure your office phone system has capabilities to divert calls to designated numbers.
ITCS Cloud Phone Systems are ideal for COVID-19 Business Continuity. Along with a PC/Laptop soft-phone and mobile app, the system will let you connect your office phone to your preferred business device. Your PC/Laptop or Mobile becomes an extension of your desk phone, allowing you to make and receive calls, transfer to colleagues, view any missed calls and record call statistics, just as you would from the office.
Emails and Calendars are available with Office 365: View and edit files on Windows Phones, iPhone®, and Android phones with Office mobile apps.
Office 365 and Outlook work wherever you are. Outlook mobile delivers a connected experience across email, search and calendar and deeply integrates with Office apps, files and teams to power your productivity and collaboration. Protect your data without compromising productivity with security, with the world’s leading email solution.
Files and Data are accessible and secure from home: Sharepoint enables staff to work as normal from wherever they are. Ensure you have this software, or similar, on employee devices.
Share your files from anywhere with SharePoint: Get more done with secure access, sharing, and file storage at home, or on the go. Microsoft file storage and sharing products are designed to help you store, access, co-author, and update files from anywhere, and easily share files inside and outside your organisation.
OneDrive gives you anywhere access to all your files, seamlessly integrated with Office and pre-installed with Windows. Automatically sync your files to your desktop so you can work with files offline. Access files on Windows, Mac, or mobile devices.
Off-site Backups: offsite backups to a loan server at your IT Providers’ preferred location
Ensure you have server hosting off-site, in a secure data centre. ITCS can provide your business with a private cloud service that enables your business to run even in the case of system failures or technical mishaps. Cloud hosting also ensures everyone in your business can access data across multiple offices or different locations on the go. With ITCS, you can be sure your data is stored safely and securely by professionals who care about your business.
Secure VPN for remote working: Ensure your team are working on a secure network, wherever they are
A VPN (or Virtual Private Network) is an encrypted, virtual “tunnel” between off-premises devices and on-premises information. Connecting to your business files and data through a VPN whilst working remotely prevents data theft between the server and your off-premises device.
Inform Staff and Clients of your Plans: Make sure all relevant stakeholders are made aware of your plans
Put both employees and clients at ease by letting them know of your COVID-19 Business Continuity plans. Make sure you include key messages, processes, avenues for feedback and updates. If Covid-19 does impact your business directly, let staff know what happens if they need to self-isolate, as well as reminding all staff about policies regarding group meetings, travel and policies regarding remote working.
WHAT ITCS ARE DOING:
As of Monday, 16/03/2020, ITCS will be engaging its own contingency plan so that we can continue to provide emergency support to our customers. We are prepared to support our clients through this situation. As a control measure to ensure ITCS staff don’t all come down with COVID-19 at the same time, as of Monday we will split the workforce into two working groups. Some of us will work from home, and some from the office. We will not be engaging with opposite working groups in person. Anyone office-based will be refraining from going into other departments and remaining within their own working areas. Wipes and hand sanitiser will be readily available on premises, along with regular washing of hands. Site engineers will be using gloves if they are required to attend site, or handle any materials/devices.
Missed calls, hang ups and poor
customer service may seriously impact your practice as each missed call may
mean a missed sale.
Missing just two phone calls a day can result in 104 lost sales per year, with more research suggesting that 85% of people won’t bother to call back. This can also have a knock on effect, as this poor experience will result a reduction of potential referrals. Missed calls will have the potential to damage your reputation, and your patients will be unlikely to give you a recommendation if they are constantly unable to get hold of your team
How can your dental practice benefit from VoIP?
Lost revenue due to missed calls is can be mitigated by
implementing smart telecommunications systems. Voice-over Internet Protocol (or
VoIP) is a cloud based phone system that uses internet connections rather than
standard telephone lines. VoIP offers a range of features that help keep
customers engaged while being held in a queue and helps reduce the likelihood
of a hang-ups.
VoIP can offer a number of benefits for your dental practice. Better quality calls, dynamic call handling and more competitive cost per minutes it can help to lower call costs. VoIP phone systems offer increased flexibility and more advanced features such as;
Using a VoIP system will place callers into a caller waiting list and automatically estimate their position and wait time. Hold music and pre-recorded messages will keep your callers engaged while waiting to speak to a member of your team.
A call redirect feature means that a caller can be redirected to another line if lines are busy. This allows you practice to seamlessly transfer calls to the appropriate person with a touch of a button. There’s no need to physically seek out the appropriate person and avoids sending users to voicemail.
In the event that you do miss a call, you will want to contact that caller as early as possible. Call reporting alerts you to any calls that you were unable to take and allows you to call the number back.
Investing in a VoIP telecoms system can help reduce some of your potentially lost revenue. Ensuring that customers receive a good service, and most importantly have their calls answered is one simple way of making sure that potential sales aren’t missed.