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Nov 2020

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While remote working has been talked about for many a year, the forced changes brought about this year has shown that this is not just a vision, but an actual possibility across several industry sectors. At a recent conference in New York, Bill Gates said he envisioned a future where over 50% of business travel and over 30% of days spent in the office would go away, with organisations rather turning to digital communication and collaboration tools to save costs and improve efficiency.

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Businesses that offer better experiences to their customers earn between 4% and 8% above their competitors, research shows. While it isn’t wrong to add more technology, bots and automated chat functions into your customer service mix, it’s a better investment to place your focus on your teams and processes. If every team member is equipped to provide context, speed and accuracy at every customer touchpoint, that’s how you improve service levels and reduce churn rates.

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A secure and efficient distributed working environment has become one of the top business priorities. With the lockdown in South Africa, many companies have had to embrace remote working as a critical tactic to remain operational. For its part, software-defined wide-area networking (SD-WAN) is a vital enabler in such a cloud-rich environment and the rapid expansion of digital footprints within enterprises.