Our Business Continuity Plan Throughout
the Pandemic
As a globally leading Digital Solution organization, it is crucial for INSYNC that we continue to maintain the pace and performance of our business and deliver to our customers with the highest level of dedication, enthusiasm and availability in the time of the pandemic.
Since the past year and a half, the COVID-19 pandemic has hit all sectors of businesses and organizations are constantly taking steps to counter it. From healthcare to manufacturing, the impact has been severe. To avoid bottlenecks and workforce management issues, companies have quickly adopted to stronger data strategies that help them respond to the growing tide of their business. We have witnessed a rise in the work from home ratio for employees in the financial, IT and healthcare sectors. Also, we have seen a shift of retailers from offline stores to online ecommerce platforms.
As a company that enables digital commerce, INSYNC supports these transforming solutions and is ever more determined to help its customers achieve success in their verticals and cope up with the global crisis. Hence, it is important to clearly audit and amalgamate our Business Continuity Plan to ensure enhanced customer experience, perpetual business productivity and increased growth.
As our CEO MR. Atul Gupta has stated
“It is our utmost priority to deliver the best to our customers even during the pandemic, and also to keep our health in check.”
Our Business Continuity Plan
INSYNC is an organization with the vision of digitally transforming businesses into smart commerce solutions. With the outbreak of the pandemic, INSYNC was ever so more needed to support the growing need for digital infrastructure and solutions. Being built for such challenges, INSYNC was prompt in accepting the new changes and came forward with a Business Continuity Plan that ensures sustenance, top-notch delivery and growth for us as well as for our partners and customers.
IT Infrastructure
We were quickly able to adapt to the new scenario and offer efficient IT support for either a hybrid or a completely work from home module.
Being a digital commerce solutions company, Team INSYNC is distributed across various cloud-based tools and platforms which facilitate regular operations and working.We initiated our BCP plan from the very beginning when pandemic hit, and unforeseen situations were measured, while we planned for countermeasures.
- We readily transitioned from desktops to high-performance laptops for all our employees to help them stabilize and mobilize their remote work and be able to streamline their productivity in the work-from-home scenario.
- Review of the number of application licenses in order to ensure remote access.
- Enhanced security and monitoring of applications for remote access.
- All employees are using corporate laptops and the corporate laptops management is done remotely without the physical presence of IT employees.
- The responsibilities of software & hardware vendors according to SLAs in case of emergency situations has been amended in the contract documents.
- Sufficient training to IT Support Team for providing support to remotely working employees.
- Availability of infrastructure and other services (SaaS applications) for the higher load of employees working remotely. Access to corporate systems has been prioritized to the remote employees.
- As per our continual program we have increased the Performance Awareness campaigns for specific cases of social engineering attacks in communications related to crisis.
- Production workloads running on cloud was taken care of to prevent catastrophic events in the cloud infrastructure in case of remote operations.
Operations
We are well-equipped to work from anywhere with necessary resources and tools available.
With the pandemic, Team INSYNC needed to update its operations approach to adapt to the transition and cater to/retain the customers. To address the global catastrophic situation, we have been supportive and understanding – enhancing our relationships with vendors, partners and customers. We offer availability during off hours when in need and continue to provide real-time support for customers and partners, etc. To prepare for the worst possible outcome, we identified certain contingency plans so that any harm inflicted would not be too severe for us.
- Taking the pandemic as an opportunity, we used our efforts to streamline our production. People working remotely save a lot of time, which can now be used to develop and deliver better.
- Our team is trying to make most out of the pandemic to ensure that delivery is on time and up to the customer’s expectations. Prompt use of chats and calls is initiated to ensure seamless communication between employees, allowing collaboration to do the rapid work.
- We are committed to keep our support up and running for our customers around the globe 24*7. Although some customers are facing low business volume due to the pandemic, we are supporting them by providing relief in our renewals.
- Team collaboration played a crucial role in this pandemic. Collaboration within team members, customers and partners are well managed through Microsoft Teams, Outlook and PMS as primary tools. Daily online meeting with team members and frequent meetings with customers and partners through screen-sharing and video-enabled virtual meetings play an important role to support to present work process.
Sales and Support
- Collaboration – Collaboration within team and with prospects and partners are well managed through Microsoft Teams and SharePoint as the primary tools. All documents, templates are centrally managed through SharePoint. Online meetings through screen share and video enabled virtual presence identical to physical one.
- Process Automation – Microsoft Dynamics CRM is being used to manage direct and channel sales process end to end. All communications, documents, attachments and tasks are well managed through the CRM. Many processes such as lead to opportunity conversion, partner onboarding, partner nurturing, quotation and invoicing processes are all automated within the CRM for efficient and secure process management.
- State of the Art Equipment – All direct and channel sales employees are equipped with the latest laptops and high-end noise cancelling headphones for a seamless digital experience. All data are being managed within OneDrive instead of any physical storage with proper access roles and permissions. This process was completed before Jan 2021, long before the second wave of pandemic hit.
- Resilience – We ensured resilient operations of regular implementation processes with multiple projects and continuous support to existing live customers. We identified critical processes and created a contingency plan for each. Considering the uncertainty due to COVID-19, we have hired additional resources (team members) to ensure continuous and uninterrupted service in case anyone is unwell.
Employee Well Being and Team Spirit
In the time of this pandemic, we have made sure all the employees feel as if we are one big family! We continually support our team with whatever they need to ensure business continuity, increased productivity and motivation.
Keeping employee well-being in mind was also one of the major concerns for INSYNC, especially during the pandemic stress. After all, the workforce can be productive and capable of nurturing customers well, only when they are managed and at peace themselves.
- Work-from-Home – Although business productivity and efficiency are two strong pillars of our organization, it is the employee well-being and the high team spirits that keeps us together. During the pandemic, to safeguard the health of all, INSYNC was able to mobilize its workforce into a completely work-from-home module. As an organization that treats its employees like Family, INSYNC made sure to care about its employees' health and put it as their utmost priority.
- Mental Health Awareness – We conduct regular workshops with professionals and to reach out to our employees to address any difficulties they are facing. Through these sessions, we promote internal self-wellbeing, team bonding and support our employees with ways of coping with stress, anxiety and fear.
- Celebrations – We have not stopped celebrating important occasions even when we are physically distant. We continue to celebrate birthdays and send customized birthday gifts to our home-quarantined team members to make them feel special and a part of the INSYNC family. We also host several informal events online to celebrate important festivals and create more bonding.
- Remaining focused on goals – Regular team meetings and workshops are done with the leadership and all the departments so that everyone stays aligned to the goals. We have implemented a robust mechanism with quarterly planning with milestones, monthly dashboards and weekly reviews to ensure everything is on track.
- Remote Onboarding and Training– We have seamlessly onboarded new employees remotely and conducted efficient training to make sure they are productive in no time! INSYNC also plans to hire aggressively throughout Q1-Q3 2021.
- Medical Insurance and Support – To support the employees in these trying times, we have made a contingency fund provision to extend interest-free loans to employees to support for their medical expenses, in case it exceeds coverage. Employees tested positive for COVID-19 are allowed to take paid leaves in case they feel very sick. Daily review of COVID-positive team members and family members is done, to provide immediate oxygen support, SOS medical help or hospital admission if needed.
- 24*7 Availability and Support – Our Response Committee/Help Desk is available round the clock to support the employees in case of any need, online or offline to ensure smooth work. Vaccination is facilitated to all our employees and support is extended to their family members as well. Appointment for doctors, tests, and vaccination of family members 45+years of age is also enabled.
- To ensure that all the employees and their family members could attain vaccination quickly and conveniently, INSYNC organized its first-ever COVID-19 Vaccination Drive 2021 and arranged for a hassle-free system of vaccination for the employees and their dependents. Read more about the Vaccination Drive here.
