Case Study: How Datcom Cloud is dealing with a COVID-19 IT world

IT is now a central part of working in a COVID world. Luckily, we have all the right experts and tools ready to help you. Provided below is some insight into the changes Datcom has implemented to best prepare staff to successfully work from home. After all, how are we supposed to credibly help you if we haven’t done it ourselves?

Our situation pre-COVID-19

As a Managed IT Services-based business, our core value is to provide outstanding customer service via phone and email enquiries from all over Australia on a daily basis.

Being a tech business, collaboration and subject matter expertise is essential to recommending the best IT for our clients. Whether it was finding cost cutting strategies, or moving from on-premise traditional services and technology to cloud-based working, daily team collaboration as well as working intimately with our clients to find the best technologies to match their situation was essential.

We stay up to date on the latest technologies from around the world to understand their potential for Australian businesses. This is achieved through tech demos, travel and partner qualifications.

Our biggest new challenge:

We needed to be able to operate the business from anywhere in a minute’s notice as we weren’t sure if the government would call for a total lock-down of offices.

Our approach:

We took a phased approach to transitioning into a working from anywhere environment.

Step 1: ​First, we set the KPI of having no incoming phone call go unanswered.
To do this, we implemented a cloud telephony and calling solution which has a ‘softphone’ app on computers, tablets, and mobile devices. Softphone technology (we use Cisco Webex) allows all incoming and outgoing calls and enquiries to be seamlessly and securely routed through our service teams’ work-from-anywhere tech.

For our service team, it was as easy as downloading the Cisco Webex App and turning it on during business hours.

Step 2: ​Safety of on-site engineers.
We followed government health advice, and in addition distributed masks and gloves to all team members. We reduced on-site visits to urgent or critical requests, transitioning all other interactions over an online connection.

Step 3: ​Work from home technology set-ups.
After about a week of make-shift home offices, our team was still uncomfortable. While it may seem like a “just tough it up” situation, we needed to consider that job satisfaction and employee wellbeing now centres around the home office, so making this space as comfortable as possible was important to increase happiness and productivity.

Our team uses laptops, however use over long hours can cause a strain on the eyes and neck. So we made sure their home offices include height adjustable-monitors, a docking station, noise cancelling headsets, and an ergonomic mouse and keyboard. Some staff have also requested ergonomic chairs, dual monitor arms and stand-up desk equipment.

Step 4 (Current step): Working from home efficiencies
We introduced policies and structures to add additional structure to our days and team interactions.

If you’re looking for help

We are helping clients to conduct virtual assessments and transforming their traditional IT to the new style of IT using cloud technologies, 100% remotely.

Simply register here and we’ll put together a Working From Home Readiness Review for you.

Our new tech stack:

Cisco WebEx Cloud Calling​ for inbound and outbound calling
Microsoft Teams​ for virtual meetings and team collaboration
Microsoft Azure for file and application cloud hosting
Palo Alto Networks next-gen firewalls ensuring users are working on secure sessions
Bitdefender​ next-gen end-point security
Barracuda ​total email security and protection with archiving and backup for Office 365 (Emails, OneDrive and SharePoint)