Provide digital collaboration tools
For organizations that do not yet offer the possibility of working from home, CIOs must have temporary solutions available in the short term. They must regulate requirements such as instant messaging for general communication, file sharing solutions and virtual conferencing, and access to business applications such as ERP and CRM. Secure access to applications and data must be guaranteed.
Organizations must also deal with staff shortages to maintain basic activities. CIOs must work with management to implement staff planning to assess risk and to address staff shortages, such as mapping mission-critical service areas. CIOs can use technologies supported by AI to accelerate the automation of tasks such as candidate research and customer service.
Keep customers and partners involved through digital channels
Many organizations already reach customers through digital platforms, such as brand sites and apps, online market places and social media. But offline face-to-face involvement still plays a major role. Collaborating via digital tools in the workplace, video conferencing and live streaming solutions can be the solution to keep customers involved and to keep sales up to date. Organizations must also encourage customers to use self-service via online, mobile, social, kiosk and interactive voice response channels (IVR).
Come up with one version of the truth
Confusing data from unverified sources – or lack of data – can lead to wrong decisions being made, or to the fear of employees escalating, making organizations less well prepared for a return to normal business operations. Anxiety can be somewhat relieved if organizations use hard data for better decision-making and communicate the course of events to employees in a transparent manner.
Organizations could set up a website, app or hotline to share information from official external sources and internal instructions.
