Responding to 2020: Shifting operations and supporting clients like superheroes

December 15, 2020
Kim Graham

The COVID-19 pandemic provided an opportunity for successful organizations like CBTS to prove that they could scale, adapt, and transform when a crisis hit. Looking back, we remained nimble, responsive, and resilient to meet the challenges head on. We supported our clients to grow stronger and more prepared to tackle any business challenge in the future.

Early on, CBTS leaders had begun thinking about how we should respond to a potential pandemic. They quickly implemented travel restrictions and established transparent communication with employees and clients. As a company that sells and supports technology solutions, we were in a good place to switch our gears and pull those proverbial levers to seamlessly transition to a work-from-home situation.

However, a bigger challenge loomed: sustaining our clients’ trust in us to securely support those same technology solutions they rely on to keep their businesses moving and adapting to the new realities. Between a 24x7x365 enterprise network operations center and teams of engineers and specialists that collaborate on longer range solutions, CBTS provides a level of immediate response and quick resolution, which we could not and would not compromise.

Leveraging our agility, flexible delivery models, and client focus, we sent people and their access to technology home to resume the same standard of responsiveness, security, and attention to detail that our clients have come to expect. And we couldn’t be happier with the results.

Within a week of shifting operations, we were responding to clients in crisis, clients who were trying to meet the needs of their customers, patients, employees, students, faculty, and citizens. Just as quickly as the problems poured in, our teams met them head-on. A few of our successes include:

  • When a healthcare client needed a technology solution to help it rapidly expand its COVID pop-up clinics, our teams created and deployed a solution for secure connectivity and full access to hospital applications.
  • When schools were scrambling to adapt to remote learning, we provided hardware, software, connectivity, and support to enable teachers and students to quickly adapt.
  • When a public assistance service needed a remote option to check on seniors, we launched an Interactive Voice Response (IVR) solution in eight days.
  • One government-based client turned to us to securely connect their now-remote employees while another came to us to improve their call center capacity.

We are proud of our employees, who went above and beyond, worked through lunches, pulled long hours, and performed like the superheroes they are to quickly resolve each client issue. And we are grateful for our clients, who have trusted us to help them solve their business challenges, in 2020 and beyond. While we hope that we never see a year like this again, the changes we have had to make have made us a better, stronger company and partner to our clients.

Contact us today to learn more about how we can help your business become future-proof and ready to thrive in a crisis.


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