BEST CUSTOMER SERVICE DURING COVID-19
Cardinus Risk Management – Global Ergonomics Covid-19 Response
The pandemic created massive health, safety and compliance challenges for organisations. The physical and mental health impact on employees was huge, with millions of employees working from home without adequate equipment and training. Organisations had four core challenges:
Recentralising ergonomics programmes in reaction to the event; Not understanding regulatory obligations around the world; Supply chains affected, and organisations struggling to get ergonomics equipment to employees; Ergonomics equipment could not be provided as living arrangements were too small. Organisations were starting from scratch. Employees reported increased levels of discomfort. Few organisations had training or assessment programmes in place that could address real-world ergonomics issues. By April 2020 Cardinus developed and launched their response: Global Guide to Ergonomics Regulations in 191 countries; Pragmatic, low-cost e-learning for homeworkers; Free-to-use communication tools; Global network of certified assessment professionals; Low-cost equipment packs to help at-home employees achieve better postures; COVID-related ergonomics and comfort resources, including Cardinus’ HealthyWorking MOVE app; Educational COVID-related ergonomics webinars. Supporting testimonials highlight the strength of support for the project which provided timely, pragmatic advice, training and guidance with simple delivery and implementation to meet the challenge.
Octopus Energy – Providing Business as Usual Service throughout the Covid-19 Crisis
By heavily investing in well-received health and wellbeing initiatives to support the mental and physical health of our expanding fully-virtual workforce in response to Covid, Octopus Energy is proud to showcase achievement of the highest levels of customer experience, employee engagement and positive impact on our communities.
Just some of our standout results include: 385% increase in customer numbers since FYE19, into the New Big6 with 7% market share, ONLY energy supplier to provide Business-As-Usual Service during lockdown 1.0, lowest customer complaints per 100k customers of any energy provider and in downward trend Q1-3 2020, 102% team growth since FYE19 to 1200+, Top 5 Glassdoor ranking for work-life balance, and 2500+ hours donated to our meter engineers to deliver 8000+ medicine and food parcels to those in need. Further illustrating our positive impact is stakeholder feedback such as: “Thank you Octopus for realising that your customers are real people. Sometimes experiencing difficulties that are out of their control” ~ Customer “Amazing culture, amazing management and the company is so empathetic to mental health issues” ~ Employee “I can’t quantify this part, but in my opinion you (meter engineers) have definitely saved lives.” ~ Drayton Pharmacist.
Portman Dental Care
At the beginning of the pandemic, all our dental surgeries were shut with immediate effect. Portman dental put the patients, colleagues and clinicians front and centre in their response. Telephone and video triaging systems were set up, phone calls, letters and social media were used to communicate updates and information with our patients. Colleagues and clinicians were offered professional webinars (some also made available to the wider dental community) and continuous support from the Portman Team. Some of this, such as trained mental health first aiders, are innovations we will be taking on into the future with us.
National Hair & Beauty Federation – Covid-19 Response
The National Hair & Beauty Federation (NHBF) is the UK’s largest trade body for the hair, beauty and barbering industry. From the first lockdown advice on the closure, re-opening, restrictions and financial support regarding the sector was confusing and it quickly became apparent that accurate and aligned messaging was required across all communications channels – Membership Helpline, social media/website, email and press enquiries, and so we created a COVID Crisis Team with our external PR agency.
We decided to not speculate; to strengthen our relationships with government departments to establish and communicate only the facts. This cemented NHBF as one of the industry’s most trusted sources, resulting in 1500 new Members. Our Membership team of three has dealt with 30,000 calls and we’ve had over 2million views of our website COVID pages. Ultimately, we had the ear of Government and that helped lead to the creation of the first dedicated Personal Care sector team within BEIS (2020). Meetings with the Treasury resulted in salons receiving an up to £18,000 Back to Business Grant (in line with hospitality) and a joint hair & beauty re-opening date in April 2021, unlike after previous lockdowns.
The Skills Builder Partnership – The Skills Builder Accelerator
At Skills Builder, we are working to achieve a world where everyone can build the essential skills to thrive. We focus on eight essential skills for success: Problem Solving, Creativity, Listening, Speaking, Staying Positive, Aiming High, Leadership and Teamwork. Each year, we provide over 400 schools nationwide with the training, strategic support and resources they need to accelerate skills development and make essential skills a core part of education for every learner. When the pandemic triggered school closures across the country, it was vital that we could support our partner schools to continue building their students’ skills. We acted quickly to adapt: delivering all aspects of our training and support remotely, creating an extensive suite of home-learning resources, and designing and delivering innovative workplace ‘visits’, delivered via video platform, so that students could continue to connect essential skills to the world of work. We’re delighted that we’ve been able to deliver consistently high impact, despite this shift in our delivery model. One school told us ““In the current pandemic, Skills Builder has been invaluable in enabling us to continue to support our students. By taking part in the programme we are able to equip our children with skills for life.”