In many organizations, customer support is business-critical, but viewed as a cost center and not involved with more strategic, revenue-tied decisions.
This all speaks to the idea of 2020 business continuity: for some, it’s about scaling and expanding even further. Think of industries like gaming or user-generated content platforms, or e-commerce. Those verticals are seeing massive growth in 2020.
For many others, though — think hospitality, or smaller restaurants — it’s about simply keeping the lights on and getting into 2021 and beyond with a successful mix of revenue streams.
In March, when COVID first gripped much of the first-world and WfH became normative, we put together another paper on business continuity, but the focus of that one was largely about transitioning your people to work-from-home when and if you could. Most, if not all, companies that could make that transition have done so, with varying degrees of success. At this point, you don’t need advice on that anymore.
But what about keeping the lights on and/or thriving?
What does continuity look like when we don’t know the end state of COVID? Various spikes in industrialized nations could continue well into the winter of 2021, so we’re with COVID for a lot longer. Your business still needs to exist and grow. But how? What should you be thinking about?
- Specifically, your people, your processes, and your technology.
- Make sure you have the means to rapidly scale your human assets, up or down.
- Make sure you reinvent your business processes for efficiency and speed.
- Make sure you inject digital in everything you do, internal and external.
- You know the expression “Death by a thousand cuts?”
We adapted that to “Win through a thousand innovations.” For Conectys, it’s working. Since the beginning of 2020, we grew our global headcount by 30%.
This white paper is a guide to thinking about business continuity for the remainder of 2020 and into 2021. How do you both survive and thrive? We’ve had success through the pandemic, and wanted to impart some of our observations about automation, B2B sales, and motivating your people through trying times.