ex per t advice
Eric Schurke | CEO | The Moneypenny Group, North America
How the Covid-19 Pandemic has
Accelerated Use of New Technology for Staff and Customers
There’s no doubt that business changes have been hugely accelerated by the pandemic, especially in increased use of tech to enhance business communications with staff and customers. The Moneypenny Group, which includes
VoiceNation and Ninja Number, provides
Franchising USA
a host of technology-enabled services and handles 20 million calls and chats annually for more than 21,000 businesses across multiple industry sectors. We’ve been ideally placed to observe these changes, both within our own organization and also among our clients, who range from realtors to plumbers, small independents, and large corporations, many of which are franchise operations. Looking close to home, we, like many businesses, initially had to close our offices during lockdown and rapidly adapt to our staff suddenly having to work from home.
While the new way of working suited some of our staff, others struggled to combine it with childcare or with inadequate home offices. For franchises that typically have a wide geographical footprint – a strong culture and good communications are fundamental to ensuring employees feel part of a bigger picture. As a company we already used Workplace from Facebook which enabled more frequent communication with staff with 97% of our 1,000 staff using it monthly, leading to greater efficiency and better communication of our distinctive culture. It enables people to still feel very connected
