The current coronavirus pandemic has forced businesses, worldwide, to adapt. Here at Remtek Systems we knew we had to continue to provide our specialized service in a way that reflected our commitment to students.
The engagement part of the process during orientation has been, from the students perspective, the most commented upon and therefore an area we wanted to preserve.
Our “face to face” setup and orientation has always been a huge part of the Remtek Systems’ offering. We wanted to keep that personalised approach and so decided that we would not furlough all our field engineers.
We moved to a remote/virtual setup scenario that would ensure the same one to one setup without placing any risk on our staff or students.
How did we establish our virtual setup service?
We deployed our field engineers in two ways.
- We continued to use them for doorstep deliveries as they could offer more than just a “drop and go” service that is only available to courier delivery. They are able, while observing social distance protocols, explain to the student what they are receiving, how to contact our organisation for ongoing support, advise and next steps in regards to online/virtual setups.
- We also redeployed field engineers to provide remote/virtual setup. We felt they were the appropriate staff to do this as they had the necessary skills and training as they provide it already in the field. So, when the engineer is providing this support and observing the “engineers checklist” they are able to imagine being in front of the student as though it was provided face to face.
We could have used our internal technicians for this role and, although they are highly skilled in delivering remote support, do not have the skill set of the field engineers. Our field engineers are renowned across our industry. Their job is not only to setup the equipment but have the soft skills of building a rapport and trust with the student, so they genuinely engage with the equipment. What we call the “light bulb” moment when the student suddenly understands the impact of the technology they are receiving.
How the virtual set up service works
The remote setup is arranged for the following day, typically. So, all students receive a call and we have logs that allow us to follow up and capture as many of these as possible. The setup observes all the elements to an onsite setup.
The remote engineers use the “engineer check list” which acts as a guide to ensure that all parts of the process are observed. The student then counter signs digitally and the same way they would face to face.
Obviously, the tactile things like plugging in cartridges are not possible remotely but once again as the field engineers are providing the remote service and this something they have done repeatedly in the field, they can guide the student easily through this process.
Reaction from students has been fantastic as observed by the reviews:
Our staff are ready to help you with your DSA needs. You can easily contact us via the following:
Phone: 0161 745 8353
Fax: 0161 745 8343
SMS: 07854 359160
Live Support: Chat with an assistant at Live Support