How Adapted to Remote Working


18 Aprils, 2020 · 4 min read

As the impact of COVID-19 continues to spread, organizations have prioritized the health and safety of their workforce by implementing work from home policies. This new normal has had an adverse effect on those who are not accustomed to working from home and has caused a lot of businesses to rethink their approach to ensure the efficiency and productivity of the company continues as usual at an abnormal time.

Businesses now have to navigate this new model and be able to deliver the same results as working from an office, especially since most business leaders expect this to be the new normal for the coming months.


At a time like this, business leaders have to take the right steps to ensure they make the experience productive for both employees and the organization. Here’s a quick look at how has approached this scenario and how we continue to service our enterprise clients during the lockdown successfully:

As a business, we have taken creative and proactive steps to adapt to the new normal by implementing a systematic approach to ensure the continuity of our operations as we WFH.

Our approach targeted four key areas — Customer, Value Proposition, Financial, and Internal.


There are many ways to center a business; you can have it product-focused, competitor focused, service-focused, or customer-focused. At, our long term customer-centric philosophy has helped shape our response strategy to ensure minimal disruption to our enterprise clients. Hence, we guaranteed our existing customers that we would stay true to our commitments and deliver as promised. We developed models that would be suited for our clients and plugged in seamlessly to their new strategies while ensuring the same level of customer experience to their end customers.

This approach provided a clear roadmap to collaboratively set expectations with our team members on precisely what they need to do to maintain productivity and deliver expected results to our clients.

Value Proposition:

The economic impact of the COVID-19 pandemic has forced several businesses to rethink their value proposition, and this has held for us as well. Through this process, we wanted to ensure that we were assembling the right building blocks or ingredients to build a final saleable product offering. By understanding what’s in demand and what’s not, we were able to piece in a value proposition that guaranteed the success of our business in the long run and also ensured that we delivered high value to our prospects.

We recognize the challenges faced by businesses to transition their support functions to a WFH model. In a bid to do our bit, we will be providing one to three months of free voice AI/automation services to enterprises.

To handle the surge in inbound and outbound calls while maintaining the customer experience.

Financial Discipline :

The COVID-19 pandemic is estimated to cost $1trillion to the global economy, according to the UN trade agency. Industries ranging from travel, hospitality, airlines, entertainment, retail, manufacturing, etc. have come to a near standstill. Businesses are anticipating an economic slowdown that would last for over a year, if not more. During this time, we have taken proactive steps to control all unnecessary expenditures and reduce costs for the next six months to a year. This will help us be prepared for all scenarios that may pan out once this pandemic falls out.

Employee Friendly:

While companies have taken to laying off employees, we have ensured job security to our employees and continue to hire for critical roles. We have ensured a smooth transition to WFH with the use of multiple tools such as Slack, Discord, Virtual Cafes, and Zoom, which have helped improve communications between teams. We have also ensured the safety of our team members by providing face masks and hand sanitizers. All these decisions were implemented after a collective decision-making process.


Apart from this, to ensure collaboration between teams is streamlined and efficient, we have introduced weekly team meetings and introduced the concept of Café Rant, where individuals can talk about issues they are facing as they WFH and work on solving them.


The WFH option is mandatory for now, and as lockdown periods keep increasing, businesses would be required to rethink and redesign their business models. Going forward, post COVID-19 pandemic, most companies are likely to increase the number of WFH days as it has been witnessed that a certain percentage of employees tend to perform better when they work from home.

In fact, according to Gartner, by 2030, WFH will increase by 30% due to Gen Z fully entering the workforce. These stats go to show how important it is to get these models right. Hence to boost the efficiency and productivity of teams during remote work, business leaders will have to analyze these four pillars and shape their business models around them.

Are you having trouble with optimizing the same for support functions? VIVA can help automate 80% of the task and improve efficiency and engagement. Talk to us to learn more.