FEBRUARY 4, 2011
When ProviNET heard that the worst snowstorm in a decade was headed our way, we kicked into high gear. Before the storm hit we had planned and implemented a way to ensure that customers receive our usual high level of support- even when our office was closed on Wednesday for safety reasons.
Despite 50 mile an hour winds, county-wide travel bans and up to four feet of snow, we were able to function very well. Key staff, including our HelpDesk, took their NEC VOIP phones home and were able to take calls as if they were still at ProviNET HQ.
Everything was done remotely, but the quality of work was the same as if we were in the office. Incoming calls were answered, work was dispatched and Work Orders were addressed in a timely manner. The entire staff also passed around pictures of their snowdrifts, as part of an informal contest.
To me, it was excellent to see how well everything came together. Only minor issues surfaced, amazing when so many people were working from home in such crazy weather. Just a few setting changes on our NEC DT700 phones connected them from our home broadband to work network. Other than certain staff losing their Internet connection at home, no problem was insurmountable.
Want to know the coolest part? Not the technical wizardry of the remote work, awesome as that was. Any of our staff who weren’t involved in customer support, and could get out of their driveway, went to the nearest Providence Life Services facility and volunteered. Ferrying employees around, serving meals, reading to residents- they did anything that was needed, since the Facility’s staff was stretched to the limit with the blizzard.
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