With the spread of the coronavirus (COVID-19), All Company should focus on three short-term actions to increase their organisations’ resilience against disruptions and prepare for rebound and growth.

When traditional channels and operations are impacted by the outbreak, the value of digital channels, products and operations becomes immediately obvious. This is a wake-up call for some company that focus on daily operational needs at the expense of investing in digital business and long-term resilience.

With such a dynamic situation like COVID-19, it has the potential to be as disruptive, or more, to a continuity of operations as a cyber intrusion or natural disaster, in This Case company should focus on three short-term actions to provide support to customers and employees and ensure continuity of operations.

Various quarantine measures and travel restrictions undertaken, cities and countries have caused uncertainties and disruptions as business operations are either suspended or run in limited capacity.

In Company where remote working capabilities have not yet been established, their need to work out interim solutions in the short term, including identifying use case requirements such as instant messaging for general communication, file sharing/meeting solutions, and access to enterprise applications such as enterprise resource planning (ERP) and customer relationship management (CRM), while reviewing all security arrangements to ensure secure access to applications and data.

Company also need to deal with staffing shortages to maintain basic operations. Company can work with business leaders to conduct workforce planning to assess risks and address staffing gaps, such as identifying mission-critical service areas. Company can see how digital technologies such as AI can be used to automate tasks, for example, candidate screening and customer service.

Chatbot and AI

  • Engage Customers and Partners Through Digital Channels, and Maintain Sales Activities

Many company already engage customers over digital platforms, such as branded sites and apps, online marketplaces and social media. But offline face-to-face engagement still plays a big role. Workplace collaboration, video conferencing and livestreaming solutions can serve various customer engagement and selling scenarios. Company should also enable customers to use self-service via online, mobile, social, and interactive voice response (IVR) channels.

The value of digital channels becomes obvious as market demand shrinks and as people rely more on online platforms for daily supplies. Company can leverage digital channels, such as online marketplaces and social platforms, to compensate for some of the demand loss.

  • Establish a Single Source of Truth for Employees

Confusing data from unverified sources — or the sheer lack of data — can lead to ill-informed decisions being made, escalating employee anxiety and making company underprepared for returning to normal operations. Such anxiety can be somewhat relieved if company can leverage data to support better decision making and communicate progress more efficiently to employees.

Company can offer curated content, drawn from internal and external sources, to provide actionable guidance to employees. These sources include local governments, healthcare authorities and international organisations, such as the World Health Organisation (WHO). HR and corporate communications leaders may be involved to vet the content and interpret the company’s policies.

Company should set up a site, app or hotline to share this information on a regular basis. Employees can also use these platforms to notify the company about their health conditions and seek emergency support and care services.

Technosoft Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) have a solutions during Corona Outbreak.

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