Editor’s word: At present’s publish is by Gregory Simpson, Chief Know-how Officer for Synchrony, a monetary providers and shopper banking firm. Like many companies all over the world, Synchrony just lately needed to transfer to a remote-work mannequin. To assist contact middle groups to earn a living from home, Synchrony is utilizing Chrome Enterprise and Chromebooks. Greg share’s his imaginative and prescient for the way forward for work and the way they migrated their complete name middle workforce to the cloud in his episode of the brand-new sequence, “Tea Time Tech Talks with Chrome Enterprise.” Watch it here.
We by no means imagined that Synchrony’s contact facilities would shift to distant working. However when it grew to become clear in mid-March that the COVID-19 pandemic would disrupt regular enterprise operations, one in every of our first ideas was, “We need to get our employees home.” With simply a few weeks to transform bustling, absolutely staffed contact facilities to a distant crew all over the world, we selected Chrome Enterprise as a result of it was straightforward and quick to deploy and handle. Right here’s how we made this speedy shift to distant work whereas sustaining excessive customer support ranges—and maintaining workers secure at house.
Step 1: Assessing the expertise wanted for productive distant work
In early March, we thought of how shortly we might transfer workers to distant work. This was a reasonably straightforward activity for info groups, a lot of whom already had firm laptops. Our contact middle groups in america, India, and the Philippines used desktop computer systems and softphones to entry buyer knowledge and repair their bank card accounts.
Contact middle workers logged into our customized Synchrony customer-service functions by Citrix. The mix of Chromebooks and Citrix offered our workers with the pliability and safety to entry Synchrony enterprise functions remotely. We knew if we might allow these logins remotely and securely, then distant work might transfer ahead.
Step 2: Sourcing international stock
We would have liked an answer that was safe, cost-effective, and enabled workers to maneuver forwards and backwards between work and residential if wanted. The tools additionally wanted to be straightforward to make use of, as there wouldn’t be onsite expertise groups to troubleshoot issues. We had a number of comfortable Chromebook customers on our engineering crew that knew of their capabilities and safety advantages.
Chromebooks match the invoice. They enabled us to maintain the digital desktop securely in our management whereas offering an economical, laptop computer expertise for the customers. We bought 6,000 Chromebooks after which centered on determining how you can get them into the palms of our workers shortly. Our associate, Connection Enterprise Options, and different value-added resellers helped us purchase as many Chromebooks as we might get—largely the Acer Chromebook 715, which is a 15-inch mannequin, as our workers usually choose bigger screens. Some workers picked up the Chromebooks from our workplaces; in different instances, we shipped them to houses.
Step 3: Establishing gadgets remotely
The logistics of sourcing, shopping for, and transport 6,000 Chromebooks in such a short while body was powerful. Fortunately, the method received simpler from that time on—we found that managing Chromebooks was easy. Connection Enterprise Options helped us buy Chrome Enterprise Upgrades so we might enroll and handle Chromebooks remotely.
Identical to contact middle groups, the expertise crew can also be working from house, so instruments just like the Google Admin console allowed us to arrange Chromebooks shortly. We used managed visitor classes for all of the Chromebooks in order that contact middle crew members have fewer sign-ins to finish earlier than accessing Citrix. (You’ll be able to watch tutorial movies to learn to set up managed guest sessions and how you can use them with Citrix.)
Step 4: Coaching workers
Usually, we’d put aside months of planning for new-device rollouts, however we didn’t have the posh of time due our want to get our workers house as shortly as potential. Simply as we discovered Chromebooks straightforward to handle from the expertise facet, studying to make use of Chromebooks was straightforward for our contact middle workers. As soon as out of the field, the Chromebooks solely wanted to be plugged in and linked to WiFi; there was no software program to load or configure. If folks wish to use displays, it’s straightforward to attach them to Chromebooks.
Through the first few weeks of distant work, we assembled a expertise crew only for answering questions on Chromebooks, and launched a assist web site with recommendation for working at house, like how you can arrange headsets and observe good ergonomics.
The primary few weeks—and the months forward
We began shopping for Chromebooks on March 6. By March 31, we had nearly each contact middle worker at house in america with their Chromebook. We’re comfortable to see that our workers love the Chromebook expertise, and we proceed to discover a distant work tradition for the longer term.
Getting everybody working safely at house was an enormous achievement and milestone for our firm. So was seeing how contact middle groups rose to the problem of working from house at a time when prospects want us to be attentive to their wants. We’re pleased with our workers’ resilience, and pleased with Synchrony for maintaining all of our workers secure at house.