Supporting Our Clients. Supporting Each Other.
At Kotman Technology, our mission has always been about ‘Our Team Helping Your Team to Succeed Together.’ During the COVID-19 pandemic, that goal has not changed - though fulfilling it has been uniquely challenging.
Just like many of our customers, our team rapidly moved to remote working in late-March. Since beginning our work-from-home posture, we’ve had to quickly adapt to continue providing the same level of service in a completely new format.
How We’re Supporting Our Clients
Our number one priority during this unique time has been to make sure our clients feel supported and secure as they perform their crucial work from the safety of their own home.
In the first few weeks of the COVID-19 crisis, we experienced a 70% increase in support tickets as many businesses moved to work from home. Helping our clients get set up for remote work, while also doing the same for our own team was an all-hands effort.
During this time, we've supported over 300 home internet connections. Our team has helped clients set up printers and remote phone services, ensured that they could access all necessary files at home, and walked countless clients through their unique concerns without ever seeing them in person.
Each day, we’ve taken Zoom screenshots (think Brady Bunch) with backgrounds inspired by our clients’ wide range of industries. We send these pictures to each of our clients to let them know we’re thinking about them - even during this unprecedented global crisis.
Through all of this our team has worked together to continue to live our Mission, while putting the client first.
Showing our clients some Zoom love. This was a shoutout to a prominent local law firm.
How We’re Supporting Each Other
We’re used to working in close proximity to one another throughout the work day, so working from home has been an adjustment.
To maintain some semblance of normalcy, we operate in a team Zoom meeting that runs all day. We’re able to joke, collaborate, and work together (virtually) to solve our clients issues just like we do in our everyday office environment. Every morning we continue to have our daily huddle that goes over the day’s tickets and looks at living out our Vision – ‘To Be So Proactive that Technology Problems Would Not Exist’.
The logistics of at-home equipment for our team was one of the biggest challenges for us to tackle in the beginning. Multiple monitors, gigabit fiber, shipping and receiving products – all of these things that the office provides that our home setups didn’t. Having to work through these issues was not a small task but together, we made it happen.
While it’s been a unique experience, there’s one thing we miss most about coming to the Kotman office every day - each other.
How has your team adapted to working from home during the COVID-19 pandemic? Let us know in the comments below.
Kotman Technology has been delivering comprehensive technology solutions to clients in California and Michigan for nearly two decades. With a customer retention of over 98%, we pride ourselves on being the last technology partner you'll ever need. Contact us today to experience the Kotman Difference.